SAN JOSE, Calif., Aug. 26, 2019 /PRNewswire/ --
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.
- 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.
Cisco (NASDAQ: CSCO) today announced its intent to acquire
privately-held CloudCherry based in Salt
Lake City, UT. CloudCherry is a Customer Experience
Management (CEM) company that provides customer journey mapping,
out-of-the-box integrations, and predictive
analytics. Predictive analytics help contact center agents
make real-time journey modifications such as up and cross-selling,
discounts, service modifications and more, to meet customer needs
and improve loyalty. Together, Cisco and CloudCherry will help
companies transform their contact center from delivering reactive
care to providing predictive support and move from isolated
customer interactions to cohesive, engaging experiences for
improved business outcomes.
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.
"We're thrilled to add CloudCherry's market leading customer
experience management technology to our collaboration portfolio,"
said Vasili Triant, vice president
and general manager, Cisco Contact Center Solutions. "This is the
next step in realizing our vision for cognitive collaboration in
the contact center, enabling the delivery of the best, most
personalized customer experiences, ultimately improving customer
loyalty and lifetime value."
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 percent of the Fortune
500.
- 30,000+ Cisco Contact Center Customers.
- 3 Million+ Contact Center Agents.
*Customer Analytics Technologies Inc. is doing business as
CloudCherry.
About Cisco
Cisco (NASDAQ: CSCO) is the worldwide technology leader that has
been making the Internet work since 1984. Our people, products, and
partners help society securely connect and seize tomorrow's digital
opportunity today. Discover more at newsroom.cisco.com and follow
us on Twitter at @Cisco.
Cisco and the Cisco logo are trademarks or registered trademarks
of Cisco and/or its affiliates in the U.S. and other countries. A
listing of Cisco's trademarks can be found at
www.cisco.com/go/trademarks.
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SOURCE Cisco