Why Cisco Is Acquiring CloudCherry

By Dan Anderson ● August 27, 2019
  • Cisco recently announced it is intending to buy CloudCherry. These are the details behind the deal.

Cisco recently announced it is intending to acquire Salt Lake City, Utah-based CloudCherry to enhance Contact Center portfolio. CloudCherry is a company that is known for providing 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 forming a new approach to work and productivity known as Cognitive Collaboration. And this new approach integrates intelligence and context throughout all collaboration experiences, including the Contact Center.

As a Customer Experience Management (CEM) company, CloudCherry provides customer journey mapping, out-of-the-box integrations, and predictive analytics. And 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.

Cisco and CloudCherry are going to help companies transform their contact center from delivering reactive care to providing predictive support and move from isolated customer interactions to cohesive and engaging experiences for improved business outcomes.

The new cognitive and collaborative contact center uses AI and machine learning — which empowers agents to provide more personalized customer experiences, enables companies to use data to its fullest extent, and extend the power of the cloud to hosted and on-premises deployments.

CloudCherry’s open API platform is known for facilitating 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 Cisco General Manager and Vice President Customer Care Vasili Triant. “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.”

This acquisition is expected to close in the first quarter of Cisco’s fiscal year 2020 subject to customary closing conditions and required approvals. And upon completion of the transaction, the CloudCherry team will join Cisco’s Contact Center Solutions business led by Triant.

Cisco’s collaboration customers include 95% of the Fortune 500. There are more than 30,000 Cisco Contact Center customers representing over 3 million contact center agents.