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.