The insider of BGL Business Services


CLEVELAND, September 22, 2022 /PRNewswire/ — Contact centers have been forced to become more agile in response to the COVID-19 pandemic, increasing technology adoption times, remote working and omnichannel customer engagement, report says of the industry published by the Corporate Services Investment Banking Team at Brown Gibbons Lang & Company (BGL).

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

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

  • Technology is transforming 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.
  • Customer needs and expectations are continually changing and interaction levels are increasing rapidly, with an omnichannel service approach now expected to deliver a smooth, consistent and personalized customer experience. With a focus on providing ever-improving levels of customer service, the contact center is now seen as an essential part of maintaining and growing brand loyalty, rather than a necessary cost of doing business.
  • Working from home is a permanent shift in service delivery, driving greater employee and customer satisfaction while lowering operating costs.
  • As technology transforms CX solutions, it is also influencing M&A activity, with digital service platforms in high demand. Acquisitions remain the primary driver of value creation as buyers seek to increase digital capabilities and diversify industry verticals and geographies. The proposed merger of Sitel Group and Majorel and the acquisitions by WNS (Vuram) and Teleperformance (Senture) are examples of recently announced strategic transactions. Bain Capital (VXI Global Solutions) and ChrysCapital (ResultsCX) are among the private equity sponsors to establish 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 companies and private equity groups on Mergers and Acquisitions, capital markets, financial restructuring, company ratings and opinions, and other strategic issues. BGL has investment banking offices in Chicago, Cleveland, Los Angelesand New Yorkand real estate agencies in Chicago, Clevelandand San Antonio. The firm is also a founding member of Global M&A Partners, enabling BGL to serve clients in over 30 countries around the world. Securities transactions are 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, please visit

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