Cisco has announced it intends to acquire the customer experience management provider CloudCherry to enhance its Webex contact centre solution.
Founded in 2013 and based in Salt Lake City, Utah, CloudCherry offers solutions based on customer journey mapping and predictive analysis.
Vasili Triant, vice president and general manager of Cisco Contact Centre Solutions, said the acquisition of this technology would enhance Cisco’s cognitive and collaborative contact centre.
“This is the next step in realising our vision for cognitive collaboration in the contact centre, enabling the delivery of the best, most personalised customer experiences, ultimately improving customer loyalty and lifetime value,” Triant said.
Triant added in a company blog that CloudCherry’s open API platform was compatible with Cisco’s solutions.
“CloudCherry’s open API platform complements our open and flexible cloud architecture approach, by simplifying how customer data is ingested from systems of records, transactional data, and other data sources – all in real time,” he said.
Prior to the announcement of the acquisition, CloudCherry had partnerships with Cisco, Nielsen and Microsoft.
The acquisition is expected to close in the first quarter of Cisco’s fiscal year 2020.
Before the closing of the deal, Cisco and CloudCherry will operate as two separate companies. Afterwards, CloudCherry will be integrated into Cisco’s Contact Centre Solutions business under the leadership of Triant.
This planned deal follows Cisco’s acquisition of Voicea in a bid to add a “game-changing” edge to its Webex collaboration platform.