Observations from NICE Analyst Summit: Better Together
This article was contributed by Omer Minkara, Vice President & Principal Analyst, Contact Center & Customer Experience Management LinkedIn, Twitter
Zoom Acquires Five9 – Merging UC & Contact Center Capabilities to Power Next-Gen Business Communications
Last week Zoom announced its intent to acquire Five9 – its largest acquisition to-date – in an all-stock deal valued
M&A Activities in the CX Space Abound: Twilio Buys Segment
As business leaders pursue implementing these data-centric capabilities, technology providers are pushed to increase M&A activities to bring these capabilities to end-users. Twilio’s acquisition of Segment in November 2020 is one of these instances. Read on to learn more.
A Year’s Worth of Acquisitions in the CX Space in One Week: Pt.IIII – Vista Equity + Gainsight
With such abrupt changes to the economy impacting businesses around the world in 2020, merger and acquisition (M&A) activities have naturally come to a near full stop — until recently. Check out the final part of this series to understand all of the recent acquisitions that have impacted the CX space.
A Year’s Worth of Acquisitions in the CX Space in 7 Days: Pt. III – Facebook + Kustomer
With such abrupt changes to the economy impacting businesses around the world in 2020, merger and acquisition (M&A) activities have naturally come to a near full stop — until recently. Check out part three in this series to understand all of the recent acquisitions that have impacted the CX space.
A Year’s Worth of Acquisitions in the CX Space in 7 Days: Pt. II – ServiceNow + Element AI
With such abrupt changes to the economy impacting businesses around the world in 2020, merger and acquisition (M&A) activities have naturally come to a near full stop — until recently. Check out part two in this series to understand all of the recent acquisitions that have impacted the CX space.
A Year’s Worth of Acquisitions in the CX Space in 7 Days: Pt. I – Salesforce + Slack
With such abrupt changes to the economy impacting businesses around the world in 2020, merger and acquisition (M&A) activities have naturally come to a near full stop — until recently. Check out part one in this series to understand all of the recent acquisitions that have impacted the CX space.
Fully Automated Contact Center: Myth or Reality?
Aberdeen’s June 2020 The Intelligent Contact Center survey revealed that automation is the second top technology contact center and service leaders plan to incorporate within their activities. But can a contact center every be fully automated?
Playbook for the Contact Center: 5 Steps to Ensure Business Continuity
The circumstances created by the COVID-19 pandemic are unprecedented. The good news is that leading contact centers share a common set of competencies that serve as a roadmap for all firms to ensure business continuity and survive the effects of the COVID-19 pandemic and other future business disruptions.
Gig Economy is About to Arrive to the Contact Center
We can't predict what employment will look like following COVID-19. But if early indications from economies that have opened fully or gradually are any signal, contact centers will be leveraging gig economy agents.