by Samra Anees
On August 26th, Cisco announced its intent to acquire Customer Experience Management provider CloudCherry to enhance its Contact Center portfolio. CloudCherry’s offerings include customer journey mapping, predictive analytics, and integrations.
Cisco, headquartered in San Jose, California, recently announced its intent to acquire Customer Experience Management firm CloudCherry.
Cisco Continues to Strengthen Its Contact Center Portfolio
Cisco’s acquisition of CloudCherry is a strategic move to continue to enhance the Cisco Contact Center portfolio, which is run by Vice President and General Manager Vasili Triant. CloudCherry’s customer experience management and predictive analytics technology and expertise will help contact center agents make more impactful and real-time decisions to better guide the customer journey, meet customer needs more efficiently, and in the long-term, strengthen customer loyalty.
The acquisition is set to close in the final quarter of Cisco’s fiscal year 2020; after which point, CloudCherry will be joining the Cisco Contact Center business under Vasili Triant. Until that time, Cisco and CloudCherry will be operating as separate businesses.
Cisco’s Acquisitions Represent the Growing Need for Insights
With Cisco’s recent acquisition of Voicea and now the intent to acquire CloudCherry, Cisco is getting ahead in the race to adding more insights in areas such as its web and video conferencing solution Webex and its Contact Center. With providers like Voicea, CloudCherry, and others on the market with the ability to provide more information on what is taking place in various business interactions, companies who don’t look to add analytics to their business will be outshined by those that do. Tapping into the potential of unstructured data can unlock rich insights for companies about customer interactions, sentiment, and issues, and help to resolve those things—which can lead to better and often faster business outcomes, in turn enhancing the customer/client journey and solidifying customer loyalty.
Bottom Line
Cisco’s intent to acquire CloudCherry is a smart one, and others should follow by evaluating analytics and intelligence providers that can strengthen their offerings. Being able to tap into unstructured content can be a valuable source of insights for enterprises, and we think that the addition of CloudCherry’s Customer Experience Management capabilities to Cisco’s Contact Center will further strengthen and enhance its Contact Center portfolio.