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Blog posts under category Analytics/Big Data/Business Intelligence

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  • Analytics are the Key to Disruptive Customer Experience

    Sep 08, 2016, by Ivan Kotzev

    Over the last few months, I have held discussions with a number of leading customer management services (CMS) vendors and their clients regarding the increasing need for advanced analytics to drive step changes in customer experience (CX). Here, I reflect on the changing role of analytics as they take centre stage as the key to disruptive CX. How times have changed When I first participa[...]

  • Concentrix to Acquire Minacs in Latest Big M&A Deal to Rock the CMS Top 10

    Jul 12, 2016, by Ivan Kotzev

            Yesterday, SYNNEX Corporation, the $13.3bn parent company of Concentrix, announced it is acquiring Minacs for $420m. The acquisition brings approximately $400m of revenue and $0.53 per share non-GAAP earnings. Minacs adds to Concentrix ~ 21k employees, 15k seats and 35 centers in Canada, U.S., India, LATAM, Europe, and the Philippines. The combined Concentrix/M[...]

  • The Renaissance of Self-Service: Are CMS Vendors Ready?

    Mar 24, 2016, by Ivan Kotzev

    Self-service has long been part of the customer service mix, dating back to user manuals, and progressing to the first IVRs, website FAQs, and experience sharing communities such as Amazon Help. Even though self-service support has a wide range of benefits and savings for consumers and businesses, its adoption has been slow – due partly to technological limitations, and to a tendency to use [...]

  • Minacs’ CRM Ecosystem: Getting Closer to the Customer with ALT CRM

    Dec 18, 2015, by Ivan Kotzev

    Since the first customer and marketing databases in the 80s, to the fully-fledged CRM platforms of the 90s, to the cloud-based CRMs of the 00s and the Social CRM of the 2010s, CRM platforms have had the same goal and challenge – to successfully match customers with companies. With the proliferation of more channels, and changing customer expectations for effortless and real-time interaction,[...]

  • Looking at Acquisition Activity in the CMS Market

    Jul 02, 2014, by NelsonHall Analyst

    After a quiet year of acquisitions in the contact center outsourcing market in 2013, 2014 activity so far has been more inline with what we’ve come to expect of this market in terms of the volume of acquisitions. Most of the acquisitions so far this year have been to enhance, and in some case establish, geographic presence, for example: Webhel[...]

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