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.
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