We’re about half-way through 2018, and the pace of acquisitions in the call center space has been brisk. We’ve seen transactions for every size and covering a wide range of technology. It always amazes me how dynamic and fluid this industry is. Below are the 5 most interesting deals I’ve seen so far. An honorable mention goes out to Mitel’s acquisition by a private equity firm and departure from the public market. (Kind of the reverse of Avaya’s move last year.)
It’s interesting that three of the five deals below are related to “analytics” or “intelligence” of customer behavior. That’s emerging as a key frontier in the broader world of customer interaction management. Four of them include “AI” or “machine learning”, although those terms are being used so casually now, they are almost meaningless.
Last week was a big one for Avaya as they held their first customer conference since 
Last week I 
The cloud has radically transformed the call center industry. This shift, now chugging along into its second decade, has been well covered and is no longer surprising.
It’s been a very busy year for acquisitions in the contact center space. The ongoing “cloud-ification” was one of the main driving forces. (We covered that topic 
We’re now 6 months into the largest bankruptcy event in the history of the call center industry.
Were you glued to last week’s Comey testimony like I was? The Fired FBI Director had some great phrases that are already appearing 
Industry watchers have been on the edge of their collective seats over the last year, wondering how Avaya is going to resolve its financial troubles. On Thursday, Avaya ended the speculation by announcing that they would enter Chapter 11 bankruptcy.
This isn’t my normal posting time-slot, but I just had to put down a few thoughts on yesterday’s news. In what is probably the largest merger in our industry’s history, Genesys is 
