BGL Business Services Insider – News


BGL Business Services Insider – News

CLEVELAND, Sept. 22, 2022 /PRNewswire/ — Contact centers have been forced to become more agile in response to the COVID-19 pandemic, with the adoption of technology, remote working and longer lead times for popular customer engagement, according to an industry report published by Brown Gibbons Lang & Business Services Investment Banking team at Company (BGL).

Read Business Services Insider – The Mid-Game Pivot: The Contact Center Industry is Rapidly Adapting to Market Forces:

Along with technology adoption and increased demand for remote working, COVID-19 has forced contact centers to become more agile.

Contact centers have been forced to become more agile in response to the COVID-19 pandemic, prolonging times for technology adoption, remote working and omnichannel customer engagement, according to a published industry report by Brown Gibbons Lang’s Business Services Investment Banking team. & Company (BGL).

The report examines the developing trends and current state of the contact center M&A market, where consolidation continues in a fragmented landscape.

Technology is changing customer service. Migration to the cloud has made artificial intelligence (AI), machine learning, and predictive analytics more practical and achievable. Organizations are investing in AI capabilities that directly contribute to improved customer experience (CX), cost savings and operational efficiency. As customer needs and expectations continue to evolve and interaction levels increase rapidly, an omnichannel service approach should now deliver a seamless, integrated and personalized customer experience. Focused on delivering ever-changing levels of customer service, the contact center is now seen as a critical part of maintaining and improving brand loyalty against the costs of doing business. Working from home is a permanent change in service delivery, promotes greater employee and customer satisfaction, and lowers operating costs. As technology transforms CX solutions, it is also impacting M&A activity, with digital service platforms in high demand. Acquisitions remain the primary driver of value creation as buyers seek to enhance digital capabilities and diversify industry verticals and geographies. Examples of recently announced strategic transactions include the proposed merger of Sitel Group and Majorel and the acquisition by WNS (Vuram) and Teleperformance (Senture). Bain Capital (VXI Global Solutions) and ChrysCapital (ResultsCX) are among the private equity sponsors to set up the growth platform in the contact center.


About Brown Gibbons Lang & Company

Brown Gibbons Lang & Company (BGL) is a leading independent investment bank and financial advisory firm focused on global middle markets. The firm advises private and public companies and private equity groups on mergers and acquisitions, capital markets, financial restructuring, corporate valuations and opinions and other strategic matters. BGL has investment banking offices in Chicago, Cleveland, Los Angeles and New York and real estate offices in Chicago, Cleveland and San Antonio. The firm is also a founding member of Global M&A Partners, which enables BGL to serve clients in more than 30 countries around the world. Securities trading is conducted through Brown, Gibbons, Lang & Company Securities, Inc., an affiliate of Brown Gibbons Lang & Company LLC and a registered broker-dealer and member of FINRA and SIPC. For more information, visit

Source: Brown Gibbons Lang & Company

#BGL #Business #Services #Insider #News

Leave a Comment

Your email address will not be published.

Scroll to Top