Digital first.
Context in seconds.
How a Galway startup used AI to reinvent the contact centre.
Altocloud gave contact centre teams something they never had before: real-time customer context at the moment of interaction.
This enabled smarter routing, reduced costs, and more empathetic support.
Now known as Predictive Engagement by Genesys, the platform combined journey data, behavioural insights, and AI to reduce friction and improve customer outcomes.
Curious about Altocloud?
I’d be happy to share how we built and validated Altocloud from early concept to acquisition.
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 and high abandonment
No visibility into customer journeys
Agent frustration and poor CSAT
Design Challenge
Help contact centre teams reduce churn by surfacing real-time, actionable context before the customer has to explain 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