cleveland, September 22, 2022 /PRNewswire/ — The COVID-19 pandemic has forced contact centers to become more agile, driving technology adoption, remote work and omnichannel shifts, according to an industry report released by the Business Services Investment Banking team. The customer engagement timeline has escalated. Brown Gibbons Lang & Company (BGL).
Read Business Services Insider – A Mid-Game Pivot: The Contact Center Industry Rapidly Adapts to Market Forces: https://bit.ly/BusServInsider
According to an industry report released by the Business Services Investment Banking team at Brown Gibbons Lang & Company, contact centers have been forced to become more agile in response to the COVID-19 pandemic, with technology adoption, remote work and omnichannel of customer engagement timelines have escalated. (BGL).
This report examines the developmental trends and current state of the contact center M&A market as it continues to consolidate in a fragmented environment.
- Technology is transforming customer care. The move to the cloud has made artificial intelligence (AI), machine learning, and predictive analytics more practical and feasible. Organizations are investing in AI capabilities that directly contribute to improving customer experience (CX), reducing costs, and increasing operational efficiency.
- Customer needs and expectations are constantly evolving, and interaction levels are rapidly increasing. Today, omnichannel service approaches are expected to deliver a frictionless, cohesive, and personalized customer experience. With a focus on consistently providing improved levels of customer service, contact centers are now seen as a key factor in maintaining and increasing brand loyalty rather than a necessary cost of doing business. It is done.
- Working from home is a permanent change in service delivery, increasing employee and customer satisfaction while reducing operational costs.
- As technology transforms CX solutions, it is also impacting M&A activity, driving demand for digital-first service platforms. Acquisitions remain the primary vehicle for value creation as buyers seek to enhance digital capabilities and diversify industry verticals and geographic markets. The proposed merger of Sitel Group and Majorel and the acquisitions by WNS (Vuram) and Teleperformance (Senture) are examples of recently announced strategic deals. Bain Capital (VXI Global Solutions) and ChrysCapital (ResultsCX) are among his private equity his sponsors establishing a growth platform in the contact center space.
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About Brown Gibbons Lang & Company
Brown Gibbons Lang & Company (BGL) is a leading independent investment bank and financial advisory firm focused on the global middle market. The firm advises private companies, public companies and private equity groups on mergers and acquisitions, capital markets, financial restructuring, business valuations and opinions, and other strategic matters. BGL has an investment banking office. Chicago, cleveland, Los AngelesWhen New Yorkand real estate offices Chicago, clevelandWhen San AntonioThe company is also a founding member of Global M&A Partners, enabling BGL to serve clients in over 30 countries around the world. Securities trading is conducted through Brown, Gibbons, Lang & Company Securities, Inc., affiliates of Brown Gibbons Lang & Company LLC, registered broker-dealers, members of FINRA and SIPC. For more information, please visit www.bglco.com.
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