Enhancing the contact centre to improve customer experiences in real-time with cloud data analytics
Vasili Triant of Cisco
Cisco announced its intent to acquire privately-held CloudCherry based in Salt Lake City, UT. CloudCherry is a Customer Experience Management (CEM) company that provides customer journey mapping, out-of-the-box integrations, and predictive analytics.
Predictive analytics help contact centre agents make real-time journey modifications such as up and cross-selling, discounts, service modifications and more, to meet customer needs and improve loyalty. Together, Cisco and CloudCherry will help companies transform their contact centre from delivering reactive care to providing predictive support and move from isolated customer interactions to cohesive, engaging experiences for improved business outcomes.
The new cognitive and collaborative contact centre uses artificial intelligence and machine learning, which empowers agents to provide more personalised customer experiences, allows companies to use data to its fullest extent, and extends the power of cloud to hosted and 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 centre agents close the feedback loop and improve customer loyalty and satisfaction.
“We’re thrilled to add CloudCherry’s market leading customer experience management technology to our collaboration portfolio,” said Vasili Triant, vice president and general manager, Cisco Contact Centre Solutions. “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.”
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