Stay-at-home orders and remote work have made business leaders more aware of the inadequacies of legacy communication systems, leading to accelerated adoption of cloud infrastructure.
In this vein, Cisco has announced it will acquire cloud communications software firm IMImobile in a $730 million deal aimed at delivering an enriched Customer Experience as a Service (CXaaS) offering to enterprises.
London-based IMImobile creates omni-channel customer experiences, tailoring communication across social, messaging, and voice channels for companies including BT, Hermes, Best Buy, and Centrica.
IMImobile’s software will enable Cisco to offer customer-facing businesses an interaction management solution that orchestrates the customer journey across multiple channels, employing AI and automation tech to create a personalized journey.
“By combining IMImobile with the All New Webex Contact Center offer, Cisco will be able to provide a robust CXaaS offer.” Said Omar Tawakol, Vice President & General Manager of the Cisco Contact Center business in a blog post. “This will give organizations the ability to provide delightful customer experiences across the entire customer life cycle, leveraging technology like artificial intelligence, experience management, collaboration tools, omnichannel capabilities and programmability for customization.”
Alongside IMImobile, Cisco is set to acquire Slovakia-based cloud tech firm Slido, which will also be integrated into Cisco’s web conferencing business Webex as part of the firm’s ongoing shift towards subscription-based software.
Announced the same day, both deals represent a robust sign of life in the ever-evolving enterprise cloud communications market, signalling continued demand for new solutions that can replace legacy on-premises communications systems.
Over the last few years, this demand has driven a spate of strategic partnerships and acquisitions in this sector, creating consolidation which is only likely to accelerate as we move into the increasingly distributed workplace of the post-pandemic future.