Networking tech giant Cisco is to acquire customer experience management (CEM) firm CloudCherry, which provides customer journey mapping, out-of-the-box integrations, and predictive analytics for clients operating contact centers in the cloud or on-premises. Terms have not been disclosed.
Salt Lake City, UT-based CloudCherry combines APIs, predictive analytics and customer journey mapping with integrated sentiment analysis, to help contact center agents make journey modifications in real-time. This can be used for up- and cross-selling, and enabling discounting or couponing to meet customer needs during the interaction. Together, Cisco and CloudCherry say they will help companies transform their contact center - from delivering reactive care to providing predictive support.
Upon completion of the transaction, the CloudCherry team will join Cisco's Contact Center Solutions business, led by Vasili Triant (pictured), VP and General Manager. He comments: 'We're thrilled to add CloudCherry's market leading customer experience management technology to our collaboration portfolio. 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'.
Web sites: www.cisco.com and www.cloudcherry.com .
All articles 2006-21 written and edited by Mel Crowther and/or Nick Thomas unless otherwise stated.