Cisco (NASDAQ: CSCO) is to acquire CloudCherry, a Salt Lake City, UT-based Customer Experience Management (CEM) company.
The amount of the deal – expected to close in the first quarter of Cisco’s fiscal year 2020, subject to customary closing conditions and required approvals – was not disclosed.
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.
Together, Cisco and CloudCherry will provide companies with innovative tools to innovate their contact center from delivering reactive care to predictive support and move from isolated customer interactions to engaging experiences.
CloudCherry is a Customer Experience Management (CEM) company that provides customer journey mapping, out-of-the-box integrations, and predictive analytics, which allows contact center agents to make real-time journey modifications such as up and cross-selling, discounts, service modifications and more, to meet customer needs and improve loyalty.
The company’s open API platform simplifies how customer data is ingested from systems of records, transactional data, and other data sources – all in real time – to allow agents to improve customer loyalty and satisfaction.
For Cisco, the acquisition reflects its 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.