CCO Market Consolidation – More Than Meets the Eye!
25 Jul 2018
by
Rajesh Ranjan
Big ticket M&A deals in the contact center space are grabbing the headlines. Closely following the recent news of Teleperformance’s acquisition of Intelenet, SYNNEX Corporation announced its acquisition of Convergys with the intent of integrating it with Concentrix. Going by the general perception of a mature, commoditized, and fragmented market, the conventional wisdom is scale is king, and bigger is better – and, therefore, consolidation would be expected. But there is much more happening in the CCO market than meets the eye. There is a significant amount of under-the-radar interest in the market coming; in the last 12-24 months, we have seen from our vantage point. This viewpoint identifies the bigger story unfolding in the CCO market, examines the drivers and potential implications, and future direction.
As organizations transition to a post-pandemic world, they are leveraging superior customer experience as a differentiator and an engine for growth. Organizations are also recognizing that, along with the customer, the agent is a pivotal component…
