Thursday, June 13, 2024

    IMIMobile sold to Cisco as mainstream takes note of interactive omni-channel comms

    Leading telemedia player IMIMobile has been acquired by unified messaging giant Cisco in a US$730m deal just before Christmas.

    IMImobile provides software and services that allow enterprises and organisations to stay constantly connected to their customers through enhanced interactive channels including social, messaging and voice.

    Following completion of the acquisition, Cisco will be able to offer customer-facing businesses with an end-to-end customer interaction management solution and rich customer experiences, along with the ability to drive faster and smarter interactions and orchestration throughout the lifecycle journey of the customer.

    IMIMobile has already made a name for itself in rolling out a raft of corporate WhatsApp and RCS-based marketing communcations tools – largely in India – and is at the forefront of the burgeoning world of messaging-based communications and commerce.

    As more people work remotely or from home, enterprise customers are increasingly moving towards delivering Contact Center as a Services (CCaaS).

    Cisco’s Webex Contact Center solution coupled with IMImobile’s software and services will offer a solution that delivers AI along the entire customer journey to create super agents and augmented frontline employees. It will also provide the contextual customer data needed to personalise interactions, as well as connecting with customers in their channel of choice—text, social or voice—throughout the customer journey.

    It will also empower employee collaboration in order to deliver 10x better customer experiences and give the business the ability to orchestrate workflows and personalize customer journeys.

    “A great customer relationship is built on consistently enjoyable interactions where every touchpoint on every channel is an opportunity for businesses to deliver rich, engaging and intuitive experiences,” says Jeetu Patel, senior vice president and general manager of Cisco’s Security and Applications business. “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.”

    “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,” adds 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.”

    What does it mean for telemedia?

    The move marks yet another shift into the mainstream comms world by a telemedia company, following on from Fonix’s float on AIM and DOCOMO’s move into the mainstream.

    It also cements the idea that the premium comms channels such as text and OTT messaging services – including WhatsApp and RCS – are not something that big businesses want to leverage. The extent to which this has happened is marked by the move by Cisco to snap up one of the leaders in this once niche market to build its capabilities into its platform to rapidly meet its customer needs.

    For IMIMobile it is a distinct step into a new world, but may well see it have to drop some of its PRS clients to make the fit work. This is good news for the industry as it will see the raft of new start-up telemedia players given access to a plate of fresh clients to tuck into and see the telemedia market grow both in its traditional plane and in the new, more mainstream markets.

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