Alvaria, a provider of customer experience and workforce engagement management solutions, has acquired the Intelligent Analytics Platform from Cicero to help its customers understand consumer and employee behavior to build better workflows with attended robotic process automation (RPA) and desktop analytics. Financial terms of the deal were not disclosed.
As an extension of the Alvaria Automation and Analytics solutions, Alvaria will incorporate the Intelligent Analytics Platform 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.
"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's CEO, in a statement. "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."
"We now have a robust RPA offering with both attended and unattended RPA in Alvaria Automate," said David Funck, Alvaria's chief technology officer, in a statement. "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 technologies and applications. This is an adaptable framework that is responsive to change, and, to top it off, there is no coding required."