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Cisco announces intent to acquire CloudCherry

CloudCherry provides speed-to-insight for companies to better understand today’s complex customer journeys and derive tangible business outcomes that can help drive true return on investment

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SAN JOSE, Calif. On August 26, 2019, Cisco announced its intent to acquire CloudCherry, a privately held, Cisco Investments portfolio company headquartered in Salt Lake City, Utah.  The majority of their employees are based in Bangalore, India. CloudCherry is a Customer Experience Management (CEM) company that provides customer journey mapping, out-of-the-box integrations, and predictive analytics. This provides speed-to-insight for companies to better understand today’s complex customer journeys and derive tangible business outcomes that can help drive true return on investment.

Customer experience is the new global standard for enterprise differentiation and growth. Contact centers are essential to delivering customer experiences that drive loyalty, retention, and business growth. But they’re only as good as the data they can leverage and analyze to best drive more integrated customer journeys and outcomes.

In March 2019, Cisco unveiled its vision on how tools and technologies are collectively forming a new approach to work and productivity, called Cognitive Collaboration. This new approach slipstreams intelligence and context throughout all collaboration experiences, including the contact center. The new cognitive and collaborative contact center uses artificial intelligence, which empowers agents to provide more personalized customer experiences, allows companies to use data to its fullest extent, and extends the power of cloud to on-premises deployments.

CloudCherry’s predictive analytics and journey-oriented solution helps companies understand the correlations between various factors that influence customer experience. Predictive analytics help agents make real-time journey modifications (such as up and cross-selling, expansion, discounts, service modifications, etc.) to meet customer needs and improve loyalty. 

Together with Cisco’s cognitive approach, companies can transform their contact center from delivering reactive care to providing cutting edge predictive support and move from isolated customer interactions to cohesive, engaging experiences resulting in improved business outcomes.

Upon completion of the transaction, the CloudCherry business will join Cisco’s Contact Center business, led by Vasili Triant, Vice President and General Manager.

Q: What is Cisco acquiring?
A:
Cisco is announcing its intent to acquire CloudCherry, a privately held, Cisco Investments portfolio company headquartered in Salt Lake City, Utah, with the majority of employees based in Bangalore, India.

Q: Can you explain CloudCherry’s offering?
A:
  CloudCherry is a Customer Experience Management (CEM) company that provides customer journey mapping, out-of-the-box integrations, and predictive analytics. This provides speed-to-insight for companies to better understand today’s complex customer journeys and derive tangible business outcomes that can help drive true return on investment.

Q: What is the strategic importance of the CloudCherry acquisition to Cisco’s strategy?
A:
In March 2019, Cisco unveiled its vision on how tools and technologies are collectively forming a new approach to work and productivity, called Cognitive Collaboration. This new approach slipstreams intelligence and context throughout all collaboration experiences, including the contact center. The new cognitive and collaborative contact center uses artificial intelligence, which empowers agents to provide more personalized customer experiences, allows companies to use data to its fullest extent, and extends the power of cloud to on-premises deployments. CloudCherry’s open API platform facilitates this by simplifying how customer data is ingested from systems of records, transactional data, and other data sources – all in real time – to help contact center agents close the feedback loop and improve customer loyalty and satisfaction.

CloudCherry’s predictive analytics and journey-oriented solution helps companies understand the correlations between various factors that influence customer experience. Predictive analytics help agents make real-time journey modifications (such as up and cross-selling, expansion, discounts, service modifications, etc.) to meet customer needs and improve loyalty.

Together with Cisco’s cognitive approach, companies can transform their contact center from delivering reactive care to providing cutting edge predictive support and move from isolated customer interactions to cohesive, engaging experiences resulting in improved business outcomes.

CloudCherry Customers and Partners:
Current CloudCherry customers should continue to contact their CloudCherry representative. Cisco customers should contact their Cisco account teams. More information for Cisco sales can be found on SalesConnect or reach out with any sales and product inquires here.

Cisco Customers:
Until the acquisition has closed, Cisco and CloudCherry remain and operate as two separate companies. Please direct your questions here.

Current CloudCherry customers and partners should continue to contact CloudCherry for support on their solution, and to renew their services and subscriptions. Any changes to the processes will be communicated to customers.

Cisco customers should continue to use the Cisco Technical Assistance Center (TAC) for technical support on Cisco products. For more information about opening a technical support case and for regional TAC telephone numbers, refer to Cisco Worldwide Support Contacts.

Better Together

CloudCherry’s predictive analytics, together with Cisco’s cognitive approach, will allow companies to transform their contact center from delivering reactive care to providing cutting edge