RESEARCH TRIANGLE PARK – Networking giant Cisco is making its second acquisition this month, announcing its intent to purchase Utah-based CloudCherry. The news comes in the wake of recent layoffs at Cisco’s large campus in RTP and at its Silicon Valley operations.

The Salt Lake City firm focuses on Customer Experience Management, and its technology will be folded into Cisco’s Contact Center Portfolio.

Financial terms were not disclosed.

Cisco says CloudCherry technology “provides predictive analytics, rich customer journey mapping and sophisticated survey capabilities for customers operating contact centers in the cloud or on-premises.” The goal is to develop a new “cognitive and collaborative contact center uses artificial intelligence and machine learning, 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 hosted and on-premises deployments.”

Cisco lays off ‘whole teams’ at RTP campus, confirms employee

“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,” said Vasili Triant, vice president and general manager, Cisco Contact Center Solutions.

Earlier this month Cisco said it would buy Voicera, making it part of the tech giant’s Webex portfolio, planning to use “Voicea to turn a simple meeting into a treasure trove of digital meeting notes and insights, with robust data privacy.”

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