Cisco on CXaaS Quest with IMImobile Acquisition

The cloud alphabet soup is looking like robust chowder. Our Saasy reality is driving an explosion of innovation, supporting the remote reality and enabling the enterprise easy access to comprehensive communications solutions. And this week, one of the best in the business got a little better.

Cisco announced the acquisition of customer engagement company IMImoble for approximately $730 million, empowering Cisco to put the finishing touches on crafting Customer Experience as a Service.

"We are excited to join Cisco and become part of one of the world's leading technology companies as they seek to enable great customer experiences," said Jay Patel, IMImobile CEO. "We believe there will be a world of dynamic, always-on connections between global businesses and their customers and the combination of our respective technologies will enable to us make every interaction matter more for our clients."

IMImobile’s board of directors is behind the deal but, it still requires regulatory and shareholder approval. Once closed (expected Q1 2021), IMImobile is set to join the Cisco Contact Center business unit. Vice President and General Manager, Cisco Contact Center, Omar Tawakol will take the reins as the software and services provider joins the Cisco Collaboration business unit.

The newly acquired entity delivers the ability to offer end-to-end customer interaction management via channel of customer’s choice. Cisco’s Contact Center as a Service (CCaaS) will pair with IMImobile to bring together an intelligent, contextual, collaborative, omnichannel, programmable solution.

Jeetu Patel, senior vice president and general manager of Cisco's Security and Applications business noted, "We look forward to working with IMImobile to help create a comprehensive CXaaS solution for the market—one that gives businesses a platform to provide delightful experiences across the entire customer lifecycle journey."

IMImobile has not been quiet during the pandemic. It was named a supplier on the CCS G-Cloud framework in September and in July met HIPAA standards.

How do you communicate with customers?

Edited by Maurice Nagle