CCaaS provider Genesys announced today that it has acquired Pinkfish, a specialist in agentic orchestration workflows.

The American CCaaS platform Medallia is transferring from Thomas Bravo to a consortium led by Blackstone, Apollo, and FS KKR Capital.

CRM giant Salesforce acquires Fin, a company specializing in AI agents specifically for customer service environments.

Investment firm Venturion has acquired all shares of SUSA vuist Studentenwerk from the previous owner, Remco Pouw.

Salesforce acquires Contentful. The acquisition enables Agentforce to automatically offer personalized content to users.

Sprinklr has announced the acquisition of assets from ViralMoment, an AI-based solution for social video intelligence and analysis.

Nextview Consulting, a European Salesforce partner, has announced the acquisition of POLE Consulting, a Salesforce partner in Sweden.

The acquisition of Solvinity by the American company Kyndryl is prohibited by State Secretary Willemijn Aerdts (Economic Affairs).

NTT DATA focuses on agentic AI and acquires WinWire. With this acquisition, NTT grows by more than 1.000 Azure and AI specialists.

Part of the growth ambitions of the once again independent Intelcia is to make acquisitions in Europe and Latin America.

With the acquisition of no-code platform NLX, Amazon Connect increases the speed of AI deployments.

With the acquisition of Sikom, BSI Software is giving substance to its platform strategy. Both companies focus explicitly on sovereign IT.

Netino specializes in the moderation of online conversations, social media monitoring, and community management.

The platform supports organizations in applying AI compliantly in light of European regulations, such as the AI ​​Act, GDPR, DORA, and NIS2.

With the sale, Capita aims to focus more strongly on its activities in the public sector and pension administration.

The strategy behind the Forethought acquisition is that Zendesk expects autonomous AI to handle more service interactions than humans this year.

The Calabrio solutions will continue to carry their own name and will be supported as part of the Verint CX Automation Platform.

Salesforce is acquiring Cimulate, a technology company that developed an intent-aware context engine.

Investor Arjan Spruijt has retroactively withdrawn as a shareholder from facility contact center ContactWorx.

With the acquisition, LeadDesk adds AI-based translation and automation tools to its own CCaaS platform.

Fusion CX, a global provider of customer service services, has acquired nearshore BPO company Skycom.

Canadian company Syntheia has announced its intention to acquire Satcom for $5,5 million.

BPO services provider Firstsource has announced the acquisition of TeleMedik, a Puerto Rico-based medical BPO specialist.

8×8 has announced the acquisition of Maven Lab, a Singapore-based specialist in mobile marketing and enterprise messaging.

Technology company Bird has ended its plans to acquire rival CM.com.

BPO player Intelcia already had a majority stake in Altice, but has now fully acquired the company.

Following the acquisition by investor Thoma Bravo, Verint has become a wholly owned subsidiary of Calabrio.

International BPO player Atento is selling its BPO activities in Spain to ABAI, a smaller competitor in the Spanish market.

Kathman wants to know, among other things, what services Solvinity provides and whether the Dutch government is trying to prevent the takeover.

Cisco has acquired EzDubs, a startup known for its real-time speech translation that preserves the speaker's tone and intonation. 

Spiral's technology detects and categorizes issues in phone calls, chats, emails, surveys, and social media.

Salesforce acquires Doti, an Israeli startup that provides agentic knowledge management for enterprises.

Spindle AI's agentic technology focuses on using AI to model agentic scenarios and predict business outcomes.

French CCaaS provider Eloquant is being acquired by the Canadian Harris Group, an international and broad provider of business software.

The Board of Directors and Supervisory Board of CM.com see no added value in Bird's takeover proposal for their customers, employees, or shareholders.

Akio is a French software company specializing in solutions around VoC, reputation management and workforce optimization applications.

Bird, a Dutch company specializing in communication services, wants to acquire Dutch competitor CM.com.

Valoris employs 550 people. Mplus Group employs over 12.000 people.

African BPO service provider CCI has acquired a specialized BPO player, travel specialist AviaContact.

ContactCare is acquiring the Dutch branch, inventory, and resources of the bankrupt WEngage Nederland BV.

Apromore offers options such as process and task mining, digital twins, simulation and root cause analysis.

HMCC, a medical contact center that supports general practitioners, pharmacies and clinics remotely, is acquiring HR service provider CareAbout.

Technology services provider NTT DATA has acquired EXAH, a Salesforce Consulting Partner and specialist in artificial intelligence (AI).

Peak Support has been around since 2015 and serves clients in financial services, e-commerce, SaaS and social media.

Germany's USU GmbH acquires Mayday, a French provider of AI-driven knowledge management.

CommunityWFM offers features such as AI-driven forecasting, automated schedule adjustments, and real-time adherence monitoring.

Cognigy will be available as part of the integrated CXone Mpower platform, as well as a standalone offering.

Concentrix acquires SAI Digital, a company that provides end-to-end technology solutions for e-commerce and customer experience (CX).

Investor Thoma Bravo is acquiring Verint and will merge the company with the previously acquired Calabrio.

Verint is about to be acquired by investment firm Thoma Bravo, sources told Bloomberg.

In exchange for the cancellation of part of the claims of financier CVC, Yource will be transferred in its entirety from Parcom to CVC.

Salesforce calls the acquisition a crucial step towards the 'agentic enterprise', in which humans and AI work together seamlessly.

With the acquisition of Call Criteria and Verbio Technologies, Capacity further expands its offering in voice AI, QA and speech analytics.

Waii developed technology that allows you to ask questions about your datasets in plain, understandable language.

Walter Services employs over 2.300 people across nine locations, providing customer service in 23 languages.

Bluebirds helps sales teams identify and engage leads using advanced lead intelligence and data enrichment.

The investment will allow Genesys, which previously postponed an IPO, to continue its growth. The investment could also signal acquisition plans.

NiCE has announced that it has entered into a definitive agreement to acquire Cognigy for $955 million.

Spotler Group acquires Insocial, a Dutch platform that helps organizations collect and use customer feedback.

Handicall is a French support contact centre that aims to promote the integration of people with disabilities into sustainable employment.

CCaaS provider Zendesk will build its next-generation analytics capabilities on HyperArc, an AI-native business intelligence (BI) platform.

Harbers Group – an ICT service provider and also a provider of the CCaaS platform TriniCo – has been acquired by Alistar.

IT and BPO service provider Capgemini acquires WNS. WNS is an Indian BPO service provider that operates globally.

A takeover of Verint would lead to significant consolidation; Verint is one of the larger software vendors in the customer contact business.

It is the eighth acquisition for VIER, which wants to become a strong international player by consolidating the German contact center market.

Speech is becoming the most natural way to communicate with technology – it always has been for people, says Marieke Snoep of KPN.

TP plans to return €2028 billion to shareholders by 1,5 and is also setting aside €600 million for acquisitions.

With the acquisition of Essense by Eidra, 45 employees will transfer. The Swedish CX and tech agency Eidra has around 1.200 employees.

MaxContact, a UK-based CCaaS provider, has acquired the technology and assets of conversational AI company Curious Thing.

Salesforce can use Informatica's solutions to improve the performance of autonomous AI agents around complex business data, among other things.

The collaboration between Taxonic and Y.digital offers clients access to integrated services in the field of process automation and AI.

Interactions’ GenAI solution starts with intent recognition, but then builds on a hybrid collaboration between humans and AI.

Both collaborations mark the fact that TP is increasingly shifting from an executor of transactional customer contact to a digital transformation partner.

BPO service provider Konecta acquires Speak33 and Sales Performance, a French and an Italian service provider.

Investor Seven2 has reportedly instructed a French investment bank to sell its stake in CCaaS provider Vocalcom.

SoMezzo is a former subsidiary of Groupe 3 Suisses with 120 seats in Lille and 660 seats in Tunis.

CBMK, an expert in socially responsible credit management, and customer contact specialist ETB are going to work together.

The acquisition expands Zendesk’s capabilities to serve larger, more complex service environments, including the use of AI applications.

Since its spin-off from former parent company Xerox in 2017, Conduent has been repositioning itself.

ServiceNow has signed an agreement to acquire Cuein, an AI leader in data analytics and insights.

The Philippine CX agency provides CX and UX services such as integrations, custom product development, data science and machine learning projects.

Microsoft's more than 550 Nuance Enterprise Professional Services employees are moving to India's HCLTech.

Growth Tribe, a pioneer in the field of blended learning and in-company training programs, has been acquired by Beeckestijn Business School.

Inoria is a Canadian CCaaS vendor, systems integrator and managed services provider and a strategic partner of Genesys.

The consultancy firm was acquired by Majorel in 2021. Since the acquisition of Majorel by Teleperformance, it has been part of the TP organization.

The Top 20 facility contact centers, compiled annually by trade magazine CustomerFirst, shows several shifts this year.

Pascal Matern becomes Chief Commercial & Client Officer (CCCO); the role of Chief Operating Officer will be filled differently.

DMCC has expertise in customer contact, data privacy, quality, ICT and fundraising and provides support in the field of privacy and information security.

Studio Winegum, specialist in the digitalization of customer contact, has entered into a partnership with Neople, developer of digital agents.

Verint has acquired Cogito, a provider of real-time agent coaching solutions, and has also introduced a new bot for this purpose.

ZP, based in Austin, Texas, has been supporting communication access and social equity for deaf and hard of hearing people for nearly 25 years.

Sabio also becomes a preferred supplier of Nextview for Service Cloud Voice, Contact Centre, AI, Data solutions and Salesforce Cloud.

Evolve IP is acquired by ATSG, a global technology provider for cloud, IT managed services and cybersecurity.

It is the company's fifth acquisition, having previously acquired Koopid and Kare Knowledgeware (2021), HighFive (2020) and TalkIQ (2018).

ICT service provider Telindus is changing its name. The company will continue under the name Proximus NXT Nederland.

The VANAD Engage – INSPIRE combination operates from two locations in the Netherlands, seven locations in Turkey, three in Suriname and one in Germany.

Playvox is, besides Calabrio and Verint, a major competitor of NICE. Furthermore, Playvox has a close cooperation with Salesforce.

The Board of Directors of IT service provider TTEC has received a proposal from TTEC founder and CEO Kenneth Tuchman to take the company private.

Beeckestijn Business School and EarlyBridge are entering into an intensive collaboration and will eventually merge into one entity.

Twente businessman Gerard Sanderink must cooperate in the sale of Centric. This has been decided by the Enterprise Chamber.

Firstsource employs approximately 28.000 people; Ascensos employs approximately 1.200 people in Europe.

Amelia was originally a solution from IPsoft, a company that pioneered (and was ahead of its time) virtual assistants in 1998.

With the acquisition of Own Company, Salesforce gains more competencies in the field of data security.

Tenyx is a developer of AI-driven voice agents that create natural conversational experiences tailored to service use cases.

Acqueon's platform enables companies to proactively take into account customers' preferred communication channels.

With the integration of SupWiz, Puzzel wants to enable companies to improve customer contact and maintain control over compliance and explainability.

H&M's former in-house contact center in Nuremberg will probably be permanently closed after a takeover by Webhelp.

BrixCRM, a CRM specialist founded in 2005, joins Bright Digital, a HubSpot provider.

At the British energy company Npower, 1460 customer contact jobs will be lost and some will be outsourced as part of cutbacks.

With the exception of the logistics and customer service departments, all Roompot departments will be moved from Goes to the new head office in Amsterdam.

Randstad Digital has acquired Torc, an AI-powered talent marketplace with more than 25.000 digital talents worldwide.

The French state has made a takeover bid for strategic parts of the French IT group Atos.

Telecats, which was acquired by Webhelp in 2017, is now also participating in the rebranding. Telecats becomes part of Concentrix Catalyst.

Chris Caldwell, President & CEO at Concentrix, officially announced the transition to the Concentrix name on LinkedIn.

Salesforce has withdrawn from discussions about the possible acquisition of Informatica.

Webhelp + Concentrix has started rebranding the merged company to Concentrix.

If Salesforce succeeds in acquiring Informatica, the former company will have the opportunity to further enrich its own generative AI systems.

Google parent Alphabet has spoken with investment bankers from Morgan Stanley about the possibility of making a bid for HubSpot.

Ultimate is a leading provider of automated service solutions such as chatbots and AI agents.

The merger creates a BPO player that belongs to the French top 15, with a turnover of more than 20 million euros and 2000 employees.

The new name of the combination Concentrix + Webhelp will be Concentrix. The Webhelp name will disappear.

Mexican BPO IntouchCX acquires industry peer Beliveo. IntouchCX has 25.000 employees and is active in 12 countries.

Sensée, one of the UK's larger customer contact service providers, is acquiring The Contact Company, a facilities contact center in Liverpool.

The Amsterdam company Deepdesk, provider of AI Assistant technology, has been acquired by the Rotterdam ANYWHERE365.

Acquire BPO, currently a specialist in contact center services, wants to help its customers use AI to gain competitive advantage.

VCosmos has customer experience centers in Gurgaon and Jaipur and a rapidly growing work-at-home network. 700 people work there.

While Bird had to get rid of a third of its employees two years ago, the company is now making adjustments in several respects.