Alvaria, a leading provider of enterprise-scale customer experience and workforce engagement management software & solutions, recently announced the acquisition of Cicero Inc.’s intelligent analytics platform.
Cicero Group is a leading management consulting company that specializes in putting data-driven ideas into practice for a diverse range of private, public, and non-profit organizations throughout the world. In tandem with the acquisition, the Cicero team, which is concentrated on improving their solutions for the contact centre market, will join Alvaria. Following this integration, companies will be able to develop better workflows with a simpler approach to difficult challenges using attended robotic process automation (RPA) and desktop analytics. This will speed up how customers understand consumer and employee behavior.
David Funck, Chief Technology Officer at Alvaria, said, “We now have a robust RPA offering with both attended and unattended RPA in Alvaria Automate. The solution utilizes data from the agent desktop for insights and optimizations. The events can also trigger attended RPA workflows, supporting automated responses and actions across a wide variety technologies and applications. This is an adaptable framework that is responsive to change – and to top it off, there is no coding required.”
Alvaria will integrate the intelligent analytics platform as a potent addition to its automation and analytics solutions, further empowering businesses to transform their interactions with both customers and employees. This will give users the ability to examine the performance, rankings, and tool and application usage of agents. By using this data, it will be possible to automatically send pertinent, just-in-time information and action requests while still upholding compliance and retaining customer records.
“It is exciting to complete our first acquisition as Alvaria, adding a skilled team and technology to our already world-class suite of solutions. The Cicero platform will allow some of our largest customers to shave seconds off agent interactions resulting in millions of dollars of savings every year”, said Jeff Cotten, Alvaria Chief Executive Officer at Alvaria.