4 Key Trends Sparking M&A Activity In The Contact Center Industry
Destination CRM, Wednesday, October 11,2023
Gone are the days when companies acquired other companies simply to create scale. The traditional belief used to be that contact center companies had to be bigger to give themselves greater pricing power in the market.
But the market has shifted, with a saturation of vendors able to provide a full panoply of services. Today, it is the customer that has the upper hand and is invariably a price maker and no longer a price taker.
As a result, there are other factors motivating companies to look at mergers and acquisitions beyond scale-strategic partnerships are formed to gain a greater geographic footprint, enhanced technological capabilities, expanded service capabilities, and an expansion into new industry verticals.