Digital first Context in seconds

From Galway to global. AI that changed the call.

Altocloud gave contact centre teams something they never had before: real-time customer context at the moment of interaction.
This meant smarter routing, more empathetic support, and lower operational costs.

As lead UX designer, I helped shape the product from the ground up. We designed orchestration tools and journey visualisation systems that turned streams of behavioural data into actionable insight — enabling faster decisions, better outcomes, and more human conversations.

The platform’s impact led to its acquisition by Genesys, where it now lives on as Predictive Engagement, a core part of their global AI portfolio helping enterprises anticipate intent and act in real time.

Role

Design, Research & UX Lead
Led product design and UX strategy across a lean startup team.

Collaborated directly with the CTO, Chief Data Scientist, and engineering to shape the product from early concept to acquisition.

Problems

Missed SLAs and low first-call resolution

Long queues, high abandonment rates

No visibility into customer journeys

Agent frustration and poor CSAT

Design Challenge

Give contact centre teams the context they need – before the conversation starts.

Reduce churn by surfacing real-time, actionable insight so customers don’t have to repeat themselves.

Outcomes

Acquired by Genesys in 2018

72% reduction in cost per chat

62% reduction in cost per lead

80% increase in engagement

30% reduction in cart abandonment