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Cisco Announces Intent to Acquire CloudCherry

What Happened?

Cisco has announced its intent to acquire CloudCherry, a customer experience management company that provides predictive analytics, customer journey mapping, and improved survey capabilities.

Predictive analytics allows contact center agents to make real-time modifications during customer interaction, providing them with contextual information at the right moment to improve customer experience. Predictive analytics also assists with identifying cross-sell and up-sell opportunities dynamically during the conversation.

The move boosts Cisco’s contact center portfolio, bringing its total agents to 3 million across 30,000 different enterprises.

The acquisition is expected to close in the first quarter of Cisco’s fiscal year 2020.

Our Take

Cisco’s acquisition of CloudCherry cements its position as a global market leader for contact centers. This move will ensure Cisco remains number one in North America for market-shares in contact centers, and number two worldwide.

Source: SoftwareReviews Cisco Unified Contact Center Enterprise Scorecard. Accessed August 26, 2019.

Cisco’s focus on providing the latest in predictive analytics follows the general industry trend of implementing AI to aid contact center agents, following market leaders such as Google and TechSee.

As the marketspace for AI-assistance in contact centers becomes more popular, it also becomes more intricate with various products on offer. Members looking to invest in cognitive service management should take time to strategize what AI systems to focus on, using Info-Tech’s blueprints for guidance.

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