Leveraging real-time personalized customer experience information and providing improved lead conversion rates

Genesis has acquired Alto Cloud. Through this acquisition, Genesis has strengthened its AI and machine learning capabilities by adding Alto Cloud solutions to its product portfolio. Genesis enables enterprises to deliver rapid response, predictability, and personalized customer experiences across the entire customer journey, spanning from marketing through sales and service.

Paul Segre, CEO of Genesis, stated, "We have high expectations for applications like Alto Cloud that provide real-time information about consumer behavior and potential, as they help employees gain actionable insights that drive consumer purchase conversion and lead to loyal customers."

Genesis has leveraged Alto Cloud solutions to enhance its capability to engage in the customer purchase journey and drive desired actions such as product purchases, event registrations, and travel bookings at critical moments. Existing Alto Cloud customers have experienced the following benefits through the solution.

- A company providing voice, video, and content sharing solutions globally reduced cost per lead to 62% and achieved 72% cost savings per chat conversation.
- A company providing wearable wireless sensor products and solutions improved customer engagement by 80% without adding additional sales and marketing staff.
- An online retailer reduced shopping cart abandonment rate to 30%.

Nancy Jemison, Senior Analyst for ICT at Frost Sullivan, stated, "By adding Alto Cloud technology to Genesis solutions, we expect enterprises to enhance their capability to gain insights into when and how to communicate with customers. This differentiation will contribute to strengthening Genesis's leadership in the customer experience sector."

Through collaboration with Genesis and Alto Cloud, enterprises can quantify and predict customer journeys in real-time across omnichannel touchpoints including websites, mobile apps, and conversations with employees. Additionally, by leveraging pre-configured personas and historical behavior analysis powered by AI and machine learning, enterprises can automatically predict customer outcomes and understand the context of the customer journey. As a result, enterprises can deliver optimal personalized customer service and achieve high success rates.

Barry O'Sullivan, CEO of Alto Cloud, stated, "We are delighted to collaborate with Genesis, a proven customer experience innovation leader and AI pioneer, and we are excited to support thousands of enterprises worldwide through our hyper-personalization and digitally-connected innovative journey management technology."

Alto Cloud's customer journey management solution perfectly complements and further advances Genesis's blended AI strategy, which adds human touch to AI. Kate, which personalizes Genesis AI, automation, and machine learning, helps customers and agents resolve issues quickly and efficiently.