Cisco Announces Intent to Acquire CloudCherry

Enhancing the Contact Center to Improve Customer Experiences in Real-Time with the Power of Cloud Data Analytics

News Summary:

Cisco intends to acquire CloudCherry* to enhance Contact Center portfolio.

CloudCherry provides predictive analytics, rich customer journey mapping and sophisticated survey capabilities for customers operating contact centers in the cloud or on-premises.

The acquisition reflects Cisco’s vision of how tools and technologies are collectively forming a new approach to work and productivity, called Cognitive Collaboration. This new approach integrates intelligence and context throughout all collaboration experiences, including the Contact Center.

The new cognitive and collaborative contact center uses artificial intelligence and machine learning, which empowers agents to provide more personalized customer experiences, allows companies to use data to its fullest extent, and extends the power of cloud to hosted and on-premises deployments. CloudCherry’s open API platform facilitates this by simplifying how customer data is ingested from systems of records, transactional data, and other data sources – all in real-time – to help contact center agents close the feedback loop and improve customer loyalty and satisfaction.Key Facts:

The acquisition is expected to close in the first quarter of Cisco's fiscal year 2020, subject to customary closing conditions and required approvals.

Upon completion of the transaction, the CloudCherry team will join Cisco’s Contact Center Solutions business, led by Vasili Triant, vice president and general manager. Read the blog for more details.

Cisco collaboration customers include 95 per cent of the Fortune 500.

30,000+ Cisco Contact Center Customers.

3 Million+ Contact Center Agents.

*Customer Analytics Technologies Inc. is doing business as CloudCherry.Source: blogs.cisco.com