NEWS29 August 2019

Cisco to acquire customer experience company CloudCherry

Data analytics M&A News North America Telecoms

US – IT and networking company Cisco is to acquire customer experience management firm CloudCherry to boost its contact centre services.

CloudCherry’s platform provides predictive analytics and data to map customer journeys. Its services are used by agents in contact centres to make modifications such as discounts and cross-selling while speaking with customers.

Headquartered in Salt Lake City, Utah, the majority of CloudCherry’s employees are based in Bangalore, India.

Following the acquisition, the company will join Cisco’s Contact Center business, led by vice-president and general manager Vasili Triant.

Triant said: "This is the next step in realising our vision for cognitive collaboration in the contact centre, enabling the delivery of the best, most personalised customer experiences, ultimately improving customer loyalty and lifetime value."

The acquisition is expected to complete in the first quarter of 2020, subject to closing conditions. Financial terms were not disclosed.