Customer expectations are on the rise and these expectations are set not just by your competition, they are set by every brand your customers interact with. The world is moving away from impersonal and sterile experiences with large companies, to more personal interactions like a conversation between friends.

Think about your interactions with your best friend. They know you; they know how to reach you; they know what you need to do next; and they know how to make you smile. Consumers now expect this same ease with the businesses with which they interact. Businesses need to support this level of ease and delight across all their interactions, and they need the right technology to make this happen.

Cisco’s vision is to provide a comprehensive Customer Experience as a Service (CXaaS) offer to the market. Giving businesses a platform to provide consistently enjoyable customer experiences across the entire life cycle of the customer journey.

That’s why I am pleased today to let you know that we have announced the acquisition of IMImobile PLC in the UK. IMImobile is creating a world where enterprises and organizations can stay constantly connected to their customers across their entire journey. A world where every interaction is faster and smarter than ever before. Where every touchpoint on every channel is an opportunity to deliver rich, engaging intuitive experiences. A world where every interaction matters.

IMImobile’s omnichannel capabilities make it easy for any marketing or service organization to message with their customers on any channel their customers prefer including WhatsApp, Apple Business Chat and Google RCS. In addition to making it easy to communicate, IMImobile provides the ability to easily alter workflows with low code orchestration capabilities. Finally, IMImobile also makes these same workflows programmable with enterprise CPaaS APIs that meet the needs of enterprise developers.

By combining IMImobile with the All New Webex Contact Center offer, Cisco will be able to provide a robust CXaaS offer. 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.

The acquisition is subject to IMImobile shareholder approval and satisfaction of required regulatory conditions.




Omar Tawakol

Vice President & General Manager

Cisco Contact Center Business Unit