The BGL Business Services Insider

CLEVELAND, September 22, 2022 /PRNewswire/ — Contact centers have been forced to become more agile in response to the COVID-19 pandemic by increasing technology adoption times, remote work and multi-channel customer engagement, according to an industry report published by the Investment Banking Business Services team on the website. Brown Gibbons Lang & Company (BGL).

Check out Business Services Insider – The Mid-Game Pivot: Contact Center Industry Quickly Adapts to Market Forces:

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

  • Technology is changing customer service. Cloud migration 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.
  • Customer needs and expectations are constantly changing, and the level of interaction is growing rapidly. A multi-channel approach to service is expected to provide a seamless, cohesive and personalized customer experience. With a focus on delivering a consistent level of customer service, the contact center is now seen as a critical component for maintaining and increasing brand loyalty, rather than a necessary cost of doing business.
  • Working from home is a constant change in the provision of services, which helps to increase the level of satisfaction of employees and customers while simultaneously reducing operational costs.
  • As technology transforms CX solutions, it also impacts M&A activity as digital service platforms are in high demand. Acquisitions remain a key driver of value creation as buyers seek to expand digital capabilities and diversify across industry verticals and geographies. The proposed merger between Sitel Group and Majorel and the company’s acquisition of WNS (Vuram) and Teleperformance (Senture) are examples of recently announced strategic deals. Bain Capital (VXI Global Solutions) and ChrysCapital (ResultsCX) are among the private equity backers building platforms for growth in the contact center space.


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 and public corporations and private equity groups on mergers and acquisitions, capital markets, financial restructuring, business valuations and inferences, and other strategic matters. BGL has investment banking offices in Chicago, Cleveland, Angelsand New Yorkand real estate offices in Chicago, Clevelandand Saint Anthony. The firm is also a founding member of Global M&A Partners, enabling BGL to serve clients in more than 30 countries worldwide. Securities are traded through Brown, Gibbons, Lang & Company Securities, Inc., an affiliate of Brown Gibbons Lang & Company LLC, a registered broker-dealer and member of FINRA and SIPC. For more information, visit

SOURCE Brown Gibbons Lang & Company

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