Spotlight on C-AI and Call Center Tech Sectors

Bowen has released its CX & EX Industry Spotlight focused on the state of the Conversational AI and Contact Center Technology sectors. The report leverages Bowen’s industry expertise and in-depth M&A knowledge to analyze industry shifts, recent deal activity, the competitive landscape, and growing opportunities in these sectors.  

Industry Overview & Trends 

• The industry is evolving toward customer journey management, led by certain large players in Bowen’s network
  • These leaders cover On-Premise Call Center, Enterprise CCaaS, SMB CCaaS, and CRM, UCaaS, Hyperscalers & Data Aggregators  

• Cloud Infrastructure is still in the early adoption stage 
  • As more enterprises make the transition to the cloud, they will be looking at UCaaS, CCaaS, and CRM consolidation 

• AI permeates the entire CX & EX industry, improving service quality, creating personalized experiences, and optimizing the customer journey  
  • Conversational AI, workflow automation, and AI driven analytics are being integrated into existing offerings across the market 

• There has been an uptick in relevant and notable transactions in the Conversational AI and Contact Center Technology sectors since the end of 2023 
  • Bowen sees these transactions as a confirmation of the consolidation ongoing in the industry 
  • To maintain market leadership, acquirers are making deals to broaden their portfolio, obtain advanced technology, and transition their offerings among other strategic themes 

The Industry Is Evolving Toward Customer Journey Management

Recent Bowen CX & EX Transactions 

Recent Industry Transactions 

The full report digs deeper into the Conversational AI and Contact Center Technology sectors, highlighting Bowen credentials, industry trends, recent transactions, and key valuation multiples. 

Download the report here.

Learn more about Bowen’s CX & EX Practice.