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Comings & Goings: Barry O'Sullivan Joins Altocloud as Co-founder, CEO

March 14, 2014

Altocloud, a new company dedicated to improving customer service and contact center experiences, has announced that Barry O’Sullivan, formerly of Cisco (News - Alert), has joined as co-founder and CEO.

“Customer-to-company communications is the last big user experience problem to be tackled. It’s our mission at Altocloud to re-imagine and forever change the customer communications journey and dramatically improve relationships between customers and brands,” O’Sullivan said. “Our vision is to revolutionize customer communications by delivering personalized experiences, smarter interactions, faster resolution and satisfied customers to your business - without brands having to invest more money in additional technology infrastructure or people.”

Altocloud uses JavaScript and mobile SDKs to allow developers to embed Altocloud’s analytics and voice, video and chat into mobile and Web applications. The analytics can look at what users actually do compared to what the system suggests they do, such as clicking on a video or following a customer service agent’s recommendation.

The company’s ambitious efforts have attracted a lot of attention, including from TMC’s own CEO, Rich Tehrani (News - Alert), who recounted a frustrating experience trying to buy airline tickets.

“Perhaps there is nothing more frustrating than having to explain a situation over and over to an agent in a call center. In fact I recently had an experience with a travel website who confirmed a seat on a flight only to learn later that the seat placement was a ‘suggestion; and not a ‘confirmation.’ This caused a few frustrating discussions with the call center agents and at each juncture, I had to start over,” Tehrani wrote in a blog post. “I will likely not use this service again.”

On the other hand, he was impressed with the potential of Altocloud’s analytics engine.

“The Altocloud solution is certainly a winner for companies that deploy it. In addition, it’s great for consumers who will benefit from better service – thankfully not having to start over, whenever a new agent takes the phone,” he wrote.

Tehrani also said that the company would make an ideal acquisition target.

Before joining Altocloud, served VP/GM of Cisco’s contact center business, as well as heading the company’s unified communications and VoIP businesses.

Edited by Cassandra Tucker

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