Cisco Acquires Web Customer-Management Vendor - InformationWeek

InformationWeek is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them.Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

IoT
IoT
News

Cisco Acquires Web Customer-Management Vendor

Cisco Systems announced today that it will acquire privately held WebLine Communications, a provider of Web-based customer-service tools. The deal is valued at $325 million and is expected to close after Nov. 1.

WebLine's products include Web collaboration and E-mail-management tools. The collaboration software enables two-way sharing of Web pages, forms, applications, or voice calls using a Web browser. For example, in a customer-service environment the software works by synchronizing the Web pages of the customer and the service representative, allowing them to troubleshoot problems together.

The E-mail management tool tracks incoming customer messages, similar to tracking phone calls in a customer-service center, and manages routing and response.

Blair Pleasant, an analyst with the Pelorus Group, a telecommunications market research and consulting firm, believes the acquisition will strengthen Cisco's product line. "Companies are changing from call centers to contact centers," she says. Being able to address customer concerns through the medium with which customers are most comfortable is key to sales and customer retention, Pleasant says. "The goal is to turn shoppers into buyers."

WebLine's products will be integrated with call-center technology that Cisco picked up with the April acquisition of GeoTel Communications.

We welcome your comments on this topic on our social media channels, or [contact us directly] with questions about the site.
Comment  | 
Print  | 
More Insights
2021 State of ITOps and SecOps Report
2021 State of ITOps and SecOps Report
This new report from InformationWeek explores what we've learned over the past year, critical trends around ITOps and SecOps, and where leaders are focusing their time and efforts to support a growing digital economy. Download it today!
InformationWeek Is Getting an Upgrade!

Find out more about our plans to improve the look, functionality, and performance of the InformationWeek site in the coming months.

News
Remote Work Tops SF, NYC for Most High-Paying Job Openings
Jessica Davis, Senior Editor, Enterprise Apps,  7/20/2021
Slideshows
Blockchain Gets Real Across Industries
Lisa Morgan, Freelance Writer,  7/22/2021
Commentary
Seeking a Competitive Edge vs. Chasing Savings in the Cloud
Joao-Pierre S. Ruth, Senior Writer,  7/19/2021
Register for InformationWeek Newsletters
Video
Current Issue
Monitoring Critical Cloud Workloads Report
In this report, our experts will discuss how to advance your ability to monitor critical workloads as they move about the various cloud platforms in your company.
White Papers
Slideshows
Twitter Feed
Sponsored Live Streaming Video
Everything You've Been Told About Mobility Is Wrong
Attend this video symposium with Sean Wisdom, Global Director of Mobility Solutions, and learn about how you can harness powerful new products to mobilize your business potential.
Sponsored Video
Flash Poll