Cisco Announces Intent to Acquire CloudCherry
August 27, 2019
Share this

Cisco 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.

Vasili Triant, VP and GM, Cisco Contact Center Solutions, said: "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."

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 Triant.

Share this

The Latest

September 19, 2019

You must dive into various aspects or themes of services so that you can gauge authentic user experience. There are usually five main themes that the customer thinks of when experiencing a service ...

September 18, 2019

Service desks teams use internally focused performance-based metrics more than many might think. These metrics are essential and remain relevant, but they do not provide any insight into the user experience. To gain actual insight into user satisfaction, you need to change your metrics. The question becomes: How do I efficiently change my metrics? Then, how do you best go about it? ...

September 17, 2019

The skills gap is a very real issue impacting today's IT professionals. In preparation for IT Pro Day 2019, celebrated on September 17, 2019, SolarWinds explored this skills gap by surveying technology professionals around the world to understand their needs and how organizations are addressing these needs ...

September 16, 2019

Top performing organizations (TPOs) in managing IT Operations are experiencing significant operational and business benefits such as 5.9x shorter average Mean Time to Resolution (MTTR) per incident as compared to all other organizations, according to a new market study from Digital Enterprise Journal ...

September 12, 2019

Multichannel marketers report that mobile-friendly websites have emerged as a dominant engagement channel for their brands, according to Gartner. However, Gartner research has found that too many organizations build their mobile websites without accurate knowledge about, or regard for, their customer's mobile preferences ...

September 11, 2019

Do you get excited when you discover a new service from one of the top three public clouds or a new public cloud provider? I do. But every time you feel excited about new cloud offerings, you should also feel a twinge of fear. Because in the tech world, each time we introduce something new we also add a new point of failure for our application and potentially a service we are stuck with. This is why thinking about the long-tail cloud for your organization is important ...

September 10, 2019

A solid start to migration can be approached three ways — all of which are ladder up to adopting a Software Intelligence strategy ...

September 09, 2019

Many aren't doing the due diligence needed to properly assess and facilitate a move of applications to the cloud. This is according to the recent 2019 Cloud Migration Report which revealed half of IT leaders at banks, insurance and telecommunications companies do not conduct adequate risk assessments prior to moving apps over to the cloud. Essentially, they are going in blind and expecting everything to turn out ok. Spoiler alert: It doesn't ...

September 05, 2019

Research conducted by Aite Group uncovered more than 80 global eCommerce sites that were actively being compromised by Magecart groups, according to a new report, In Plain Sight II: On the Trail of Magecart ...

September 04, 2019

In this blog, I'd like to expand beyond the TAP and look at the role Packet Brokers play in an organization's visibility architecture. Here are 5 common mistakes that are made when deploying Packet Brokers, and how to avoid them ...