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.
Exploring the vendor landscape for contact center solutions is complicated, with a variety of metrics to consider within a service level agreement. This note helps narrow down which key requirements and key metrics you need to consider when choosing a contact center.
In this fourth brief of four on Cisco’s January launch of upcoming collaboration solutions in 2020, I look at Cisco’s new additions for its Webex Contact Center portfolio.
Avaya has announced a new partnership with Afiniti: Avaya AI Routing with Afiniti AiRo. The partnership will bring AI technology to Avaya’s contact center as a service (CCaaS) platform, due to be released in mid-2020.
Five9 and Zoom have announced a new integration between Zoom Phone and Five9 Intelligent Cloud Contact Center.
Landis Contact Center for Microsoft Teams is now in preview.
It is likely that Mitel will acquire Avaya, following news that Avaya CEO Jim Chirico stated he would be seeking “strategic alternatives” during the company’s August 13 third quarter earnings call.
Avaya announced a partnership with RingCentral, a move that jointly strengthens the two companies’ positions in the growing cloud-based unified communications market.
Avaya moved away from the idea of being acquired following news that it is in talks to partner with RingCentral.
Avaya has announced its next generation Contact Center as a Service (CCaaS) platform titled “IX-CC,” marking the company’s move toward a cloud-based subscription program.