Predictive Digital Engagement

Gain insight into each interaction so you can develop
call strategies that work for your customer.

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Explore Altocloud Call Centre Analytics Software

Meet the next generation of call centre analytics software. Altocloud is a customer journey analytics platform that analyses data linked to all kinds of customer journey behaviours. It allows you to proactively assist your customer through the purchasing journey.

Altocloud can be used to observe and analyse visitors on your digital properties, such as websites or mobile applications. The platform can also predict what it will take for visitors to achieve a desired business outcome (such as a sale) and then acts to proactively offer the most appropriate and effective channel to assist them in completing their journey.

Engage your Customers

Too often visitors abandon carts, customers remain frustrated on websites, or prospects leave websites unchallenged. These scenarios lead to missed leads, lost revenue, and increased calls to the contact centre. Through its use of AI, journey analytics, and machine learning, Altocloud allows you to engage with the right customers at the right time, whether they be high-value customers or prospects who are in need of help completing a purchase transaction.

For example, if a visitor abandons their online shopping cart, Altocloud can proactively offers a chat to connect the visitor to an agent who can guide them through the purchase process. Altocloud does more than just intelligently route calls: it ensures your resources focus on the most valuable and rewarding inquiries.

Engage your Customers

Too often visitors abandon carts, customers remain frustrated on websites, or prospects leave websites unchallenged. These scenarios lead to missed leads, lost revenue, and increased calls to the contact centre. Through its use of AI, journey analytics, and machine learning, Altocloud allows you to engage with the right customers at the right time, whether they be high-value customers or prospects who are in need of help completing a purchase transaction.

For example, if a visitor abandons their online shopping cart, Altocloud can proactively offer a chat to connect the visitor to an agent who can guide them through the purchase process. Altocloud does more than just intelligently route calls: it ensures your resources focus on the most valuable and rewarding inquiries.

Empower your Team

Predictive digital engagement can also be used to support the empowerment of your employees to spearhead excellent customer experience. Altocloud can assist your agents and sales teams in providing the right level of assistance to customers by:

  • Using journey analytics to match the customer to an appropriate segment. These segments identify the likely interests, shopping preferences, and buying behaviours of a customer based on the actions of similar customers.
  • Using the insights from this data analysis to proactively offer personalised, context-aware chat to customer
  • Ensuring the customer journey is not lost in the transition between browsing and chat and that the agent or salesperson has full visibility. This information enables the agent or sales team to better understand the customer’s needs, connect with them on a meaningful level, and effectively provide assistance.

…allows us to quantify at a large scale how customers are feeling about the service we deliver, which we use to improve our products, our contact centre and how we do business with our customers

Alex Hnarakis, Head of Service Optimisation & Premium Support
MYOB

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