What IMImobile does and why Cisco has paid $ 730 million for the company
Cisco has just acquired the British software company IMImobile for a sum of around $ 730 million, according to has announced the multinational telecommunications it’s a statement. With this purchase, Cisco will include the functions of the IMImobile tool in Webex to “establish richer connections with customers” of the companies they serve, as they explain.
The IMImobile tool is software that allows centrally monitor and organize various communication channels between clients and companies in a single interface. In this way, it provides customer service centers with a screen in which messages from different contact channels appear, from email to social networks, without having to switch platforms to read and reply to them.
With this purchase, Cisco wants to combine the functions of the IMImobile tool with those of Webex to offer an end-to-end customer communication management platform. That is, that it integrates any of the channels that the company has available to its users. This, according to the multinational telecommunications company, will include email, phone calls, chat, SMS, WhatsApp, Apple Business Chat, Facebook Messenger, and in-app communications.
“This new offer combine the cloud contact center, artificial intelligence, experience management, collaboration, and communications platform as a service to create a single solution that will provide organizations with the ability to provide the exceptional experiences that customers expect ”, they assure from Cisco.
The new Cisco tool, in addition to integrating all communication channels in a single interface, will offer the operator the information on customer interactions with the company to speed up and personalize your service.
“In addition to facilitating communication, IMImobile provides the ability to easily alter workflows with low-code orchestration capabilities. IMImobile also makes these same workflows are programmable with enterprise CPaaS APIs that meet the needs of enterprise developers”, Explains Omar Tawakol, vice president and general manager of Cisco Contact Center, the business division in which both the tool and the employees of the British company will be integrated.
Cisco and IMImobile reached a purchase agreement last December 2020, but the operation has had to go through several UK regulatory approvals before it could become effective. It has also had to get the approval of the shareholder meeting of the British company.