Alvaria, the world leader in enterprise-scale customer experience and workforce engagement management, announced the completion of the acquisition of the Intelligent Analytics Platform from Cicero Inc. The talented Cicero team focused on further advancing their solutions for the contact centre industry, will join Alvaria in connection with the acquisition. The addition of this capability will accelerate how customers understand consumer and employee behaviour to build better workflows with a simpler approach to complex problems with attended robotic process automation (RPA) and desktop analytics.

“It is exciting to complete our first acquisition as Alvaria, adding a skilled team and technology to our already world-class suite of solutions.” Said Jeff Cotten, Alvaria Chief Executive Officer “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.”

As a powerful extension of the Alvaria Automation and Analytics solutions, Alvaria will incorporate the Intelligent Analytics Platform to further enable organizations to reshape customer and employee experiences. Users will have the ability to analyze agent productivity, tools and application usage, performance and rankings. This information will allow for the automated delivery of relevant, just-in-time information and action requests, all while maintaining compliance and updating customer records.

“We now have a robust RPA offering with both attended and unattended RPA in Alvaria Automate,” said David Funck, Alvaria Chief Technology Officer. “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 of technologies and applications,” David continued, “This is an adaptable framework that is responsive to change – and to top it off, there is no coding required.”