Cisco to buy Customer Experience Platform provider CloudCherry

Cisco, a worldwide leader in networking and IT, announced its intent to acquire CloudCherry by the end of 2020. The financial terms of this deal are not disclosed.

Post-acquisition, the CloudCherry team will join the Cisco Contact Center Solutions Business, the announcement notes.

Founded in 2014 by Vinod Muthukrishnan, CloudCherry provides is the next generation Experience Management platform. The software solution includes the customer journey mapping, out of the box integrations and predictive analytics, which it even claims to improve sales outcomes and directly impacts revenue. The company raised a total of $16M in four funding rounds, according to CrunchBase.

Executive Opinion

Vice President and General Manager, Cisco Contact Center Solutions, Vasili Triant, said, "We're thrilled to add CloudCherry's market leading customer experience management technology to our collaboration portfolio. This is the next step in realizing our vision for cognitive collaboration in the contact center, enabling the delivery of the best, most personalized customer experiences, ultimately improving customer loyalty and lifetime value."

More on CloudCherry's Acquisition

CloudCherry's advanced analytics capabilities will augment Webex contact centers in the cloud or Cisco's hosted or on-premise solutions. With has more than 17 feedback channels, CloudCherry can offer critical insights, the announcement notes.

After acquiring CloudCherry, Cisco believes that predictive analytics solutions will help contact center agents with real-time modifications like the cross-selling and upselling of products, discounts, service improve retention, service modifications, and loyalty of the company.

Apart from the CloudCherry, some other similar platforms into the market include GoodBox, Zoho Desk, Zendesk, SurveyLegend, TrustPilot, etc.

The acquisition is expected to close in the first quarter of 2020 subject to regulatory approvals, the announcement notes.