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.
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.
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.
Five9’s CX Summit for 2021 hosted events and interactive sessions that explored best practices for using Five9 as well as an outline of Five9’s roadmap for the coming year. Of special focus was Five9’s projected investments in voice technologies for the contact center.
John Aniano, Senior Vice President of Product in CRM applications at Zendesk, sat down with Info-Tech to discuss the current state of the contact center as a service (CCaaS) market space and Zendesk’s position in that space.
On July 7, 2021, TCN briefed Info-Tech on its continued growth, Experian partnership, and CCaaS platform TCN Operator.
On June 18, 2021, Aspect Software briefed Info-Tech on the rationale behind its merger with Noble Systems to found Alvaria. Aspect and Noble announced the merger on May 10, 2021, positioning Alvaria as a market leader in contact management and workforce engagement management (WEM), with half a billion dollars in combined revenue.
On March 24, 2021, Orange briefed Info-Tech on its UCaaS Business Services solution. Orange has positioned its solution to be flexible and adaptable to a range of client use cases. Not only does Orange’s UCaaS offering center within a broad portfolio of solutions (from omnichannel contact center to CPaaS), Orange also offers multi-deployment options, including on-premises, private, hybrid, and public/multi-cloud.
On December 1, Twilio – a cloud communications platform – briefed Info-Tech on its contact center as a service (CCaaS) solution, Flex.
On December 1, Zendesk – a global customer service software company – briefed Info-Tech on its contact center as a service (CCaaS) solution, Zendesk Talk.
On October 21, 2020, Avaya briefed its OneCloud CCaaS solution. OneCloud CCaaS provides an omnichannel experience with market-leading capabilities. If one’s organization is already embedded in the Avaya ecosystem, then OneCloud CCaaS ought to be leveraged if contact center functionality is sought.
On October 23, 2020, Verizon briefed its Contact Center Hub for SMBs. Launched October 1, Contact Center Hub is a hosted cloud service aimed at providing an easy-to-use multi-channel contact center solution for small- and mid-sized organizations. For SMBs that do not have a large customer base and only require the basics, consider shortlisting Verizon’s Contact Center Hub – especially if Verizon’s solutions are already being used in the organization.