The past weeks showed quite some interesting activity on the mergers and acquisitions and the partnership frontiers. NiCE acquired the German conversational AI rock star Cognigy for $955M and a short time later announced that the company enhanced its partnership with Salesforce . At nearly the same time, Genesys received an additional funding of $1.5 bn from Salesforce and ServiceNow. Salesforce acquired Waii and Bluebird . VC company Thoma Bravo acquired the still leading CCaaS vendor Verint , to name but a few of the more interesting, and perhaps consequential ones. On top of all this, Avaya seems to have offered all employees a voluntary exit package . What all this shows is that there is significant consolidation going on in the AI-assisted (or should I say, driven?) CCaaS market and that various players are battling to provide – or at least be perceived to provide – the most comprehensive and valuable platform while others fight for survival. Yes, it’s nothing new, but c...
- CRM (and other) Thoughts from Down Under