Genesys (), the global leader in omni-channel customer experience (CX) and contact center solutions, announced the completion of the acquisition of private company Altocloud. Altocloud is the industry's leading provider of cloud-based customer journey analysis solutions. The addition of the Altocloud solution strengthens Genesys' capabilities in artificial intelligence (AI) and machine learning, helping companies to move across all phases of the customer journey – from market to sales to service, delivering highly responsive, predictive, and fully contextualized Customer experience.
Genesys CEO Paul Segre said: "The acquisition of Altocloud strengthens Genesys' ability to optimize and connect the entire customer journey, bringing the best business results to customers. Genesys is particularly keen on applications like Altocloud because it can support our users in real time. Gain insight into customer behavior and customer potential. By empowering these in-depth, enforceable insights, companies can better motivate customers to buy, win potential customers, and gain more branded hardcore fans."
Through the acquisition, Genesys can intervene in the customer journey at the right node, interact with the customer, and drive the customer to take action, such as purchasing a product, registering for an event, or booking a trip. Altocloud's customers have achieved significant improvements in key business metrics:
• A global provider of voice, video and content sharing solutions that reduced cost-per-lead per customer by 62% and cost-per-chat by 72%.
l A leading wearable wireless sensor product and solution provider that increases customer interaction rates by nearly 80% without increasing sales or marketing staff.
l A leading online retailer reduced the cart abandonment rate by 30%.
Nancy Jamison, chief ICT analyst at Frost & Sullivan, said: "All companies face the same daunting challenge: how to maximize the potential of digital channels and bring meaningful business results to every customer interaction. Innovative, marketplace The success of Altocloud technology gives Genesys products a powerful boost; it gains valuable insights and determines when and how the ability to interact with customers is exponentially enhanced. The combination of the two companies will bring dazzling differentiation. Strengthen Genesys' leadership in the customer experience industry."
The combination of Genesys and Altocloud allows companies to evaluate and predict customer journeys in real time across all channels, whether they are on the site, using mobile apps, or in conversations with employees. Through AI and machine learning, using pre-defined role models and customer historical behavior analysis, it automatically predicts customer output and delivers customer background information throughout the customer journey.
Altocloud CEO Barry O'Sullivan said: "We developed Altocloud because of the power and potential of AI to achieve better business results. Genesys is recognized as a customer experience innovator and AI leader, we are very happy Join Genesys and enable thousands of well-known companies around the world to deliver a highly personalized, digitally connected customer experience through our revolutionary process management technology."
Headquartered in Galway, Ireland, Altocloud has a small office in the San Francisco Bay Area.
The Altocloud Customer History Management solution is the perfect complement to Genesys' hybrid AI strategy. The Genesys Hybrid AI combines AI with the power of humans. Kate is the personality avatar of Genesys AI, with automation and machine learning capabilities, to help customers and human agents solve customer problems more quickly and efficiently.
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