CXM Firm Alida Receives New Equity Investment
Alida, the Canadian developer of CXM and customer insights software, said in a recent announcement that it was the recipient of an equity investment from fellow Canadian entity BMO Capital Partners, a major source of subordinated debt and minority equity capital in Canada. The equity investment follows a Series D funding round led by Round […]
HubSpot Invests $7.5 Million to Support Two Black-Led Banks
Two Black-led banks will be receiving the remaining portion of a multimillion-dollar investment from CRM platform provider HubSpot that is intended to broaden access in Black communities to financial services, HubSpot said in a recent company news release. Of the $20.0 million allocated by HubSpot to its initiatives on social impact investing, the second and […]
CX Acquisitions Abound During Early December
Tech Mahindra Acquires Activus Tech Mahindra, a key provider from India of information technology (IT) and business process outsourcing (BPO) services, announced on December 3 that it was acquiring Orlando, Florida-based Activus Connect. Terms of the deal were not available or being discussed at the time the acquisition was announced, but new information since then […]
CX Specialist Genesys Raises $580 Million in New Funding Round
Genesys, a major provider of CX management and call center software, successfully raised $580 million in a new funding round that now gives the Daly City, California-based enterprise a valuation of $21 billion. The latest funding round was led by Salesforce Ventures, the global investment arm of customer relationship management (CRM) giant Salesforce. Other investors […]
CX Outsourcing Firm Majorel Enters Croatia and Agrees to Acquire Turkish CX Provider Mayen
Majorel, the Luxembourg-based provider of multilingual outsourced CX solutions, has expanded its footprint with the establishment of new operations in Zagreb, Croatia, the company announced on December 2, just 10 days after it signed an agreement to acquire Mayen Telekomünikasyon Hizmetleri, an independent nearshore CX provider in Turkey. Both the Croatian operations and the Mayen […]
French CX firm Quadient Raises Money to Meet Maturing Loan Obligations
Quadient, the French-based specialist in CX management and business process automation, says it has successfully raised €270 million to meet financial obligations. The money was raised through a private placement loan issued under German law known as a Schuldschein, and Quadient said the loan would be earmarked to meet refinancing and repayment loans that are […]
Ericsson to Acquire Vonage for $6.2 Billion
Ericsson, the Swedish telecom equipment maker and a leading provider of 5G networking equipment in the US, has entered into an agreement to buy Vonage, the cloud communications provider based in New Jersey, for $6.2 billion in cash. The agreement reflects a price per share of $21 for Vonage, a premium of 28% over the […]
Gartner Survey: Most Service and Support Leaders to Advocate Value-Added Customer Service Strategy for 2022
A new report from Gartner shows that a majority of customer service and support leaders favor a value-added customer service strategy to grow their business in 2022, representing a significant shift from the once-prevalent mindset that customer service was an onerous cost center. In a survey of 170 customer service and support leaders conducted from […]
CX Services Specialist Concentrix to Acquire CX Design Engineering Firm PK
Concentrix Corp., the California-based business services company specializing in CX services and technologies, is set to acquire global CX design engineering firm PK in an investment deal valued at approximately $1.6 billion. The deal will also see PK contributing $530 million of revenue and $85 million of adjusted EBITDA in the first full year after […]
OMB Launches Biden Agenda Calling for Improved CX Within the Federal Government
The administration of President Joe Biden has identified the need to improve CX within the government as one of three priority areas in an ambitious agenda intended to ensure equity and help the country become stronger. The roadmap, consisting of a three-part framework outlining the President’s Management Agenda (PMA) Vision of Biden and Vice President […]
Netomi, Mixpanel, and Judo Raise Fresh Capital in New Funding Rounds
Netomi Netomi, the provider of customer-service chatbots, has raised $30 million in a Series B funding round to be allocated for increased research and development on artificial intelligence (AI), the company’s principal area of expertise. Netomi works in an area known as conversational AI, which aims to use natural language processing (NLP) to help chatbots […]
Twilio Research: Significant Gap Revealed in CX Qualities Most Desired by Consumers
New research on consumer interaction with brands reveals a large and substantive gap between the CX qualities desired by consumers and what they, in fact, receive from companies. The research on industry perception and engagement statistics is from Twilio, the San Francisco-based provider of enterprise cloud communications services, which conducted social listening for 98 brands […]
