Totango has launched Unison, a new AI-powered growth intelligence engine designed to help businesses predict churn, detect customer risk, and unlock expansion opportunities. This platform-agnostic product will be available to all companies, including those not using a customer success platform (CSP). “With Unison, we deliver enterprise-grade AI that goes beyond sentiment analysis,” said Alistair Rennie, Totango’s co-CEO.
Unison will roll out two solutions: standard AI models and custom enterprise models. The standard models allow companies to deploy a churn detection engine quickly by analyzing customer data—such as calls, emails, meetings, and support tickets—within days. “For teams looking to operationalize risk detection fast, this provides time-to-value within days,” Rennie explained.
The enterprise solution offers custom AI models, which are tailored to proprietary business and customer data. These models come with professional services, helping large companies optimize risk predictions and “identify churn risks months, or even years, in advance,” according to Rennie. Totango emphasized that these custom models avoid cross-client data sharing, maintaining data privacy while delivering accuracy.
Totango accelerated Unison’s development following its acquisition of Parative, an AI-powered customer intelligence platform previously backed by Bain Capital Ventures. The acquisition not only integrated Parative’s technology into Totango’s product roadmap but also brought Keith Frankel, Parative’s co-founder, on board as Chief Product Officer (CPO). Frankel stated that the acquisition provided “an accelerated path to bring enterprise-grade AI to revenue teams worldwide, regardless of whether they use Totango today.”
With Unison, Totango aims to empower revenue teams to proactively manage churn and forecast revenue stability. “Moving from reactive to proactive churn handling helps teams protect revenue before it’s too late,” added Frankel, highlighting the solution’s ability to detect risks early and prioritize customer retention. Beyond churn, Unison also predicts which customers are ready for upsell or cross-sell opportunities, streamlining expansion strategies.
Following Totango’s merger with Catalyst earlier this year, the company has unified operations under the Totango brand while continuing to offer Catalyst as a product line for fast-growing businesses. “Totango now operates as a single entity, with Catalyst alongside Unison, providing growth solutions for companies of every size,” said Rennie.
Unison will be available by December 2024, with further models expected in 2025. Totango will host a webinar on November 14, 2024, titled “Accelerating Customer-Led Growth with AI,” featuring Rennie and Frankel. The session will explore AI’s role in churn prediction and expansion modeling, offering insights into how Unison can help businesses stay ahead of customer risk.
