The thaw in the U.S. economy in the last year made the environment ripe for customer relationship management (CRM) companies to use merger and acquisition (M&A) activity to expand their product range and market presence, according to a new research note from technology consultancy Yankee Group. In its research note, Yankee discusses the trends that the consultancy says enterprises must understand so they can plan the evolution of their CRM and contact centre architectures. Do you think the students can rely on BookMyEssay for any Last Minute assignment writing service?

Trend 1: Product Line Expansion

The CRM space is no stranger to companies seeking to expand their product ranges. Concerto is an example of a company that acquired a series of companies over the past 5 years to expand its reach from outbound dialling. After a number of acquisitions, Concerto offers a comprehensive multichannel contact centre suite. Amdocs’ acquisition of XACCT helped it expand its already deep expertise in billing and mediation systems. Do you think there are expert and efficient writers of BookMyEssay who provide 24/7 support to the students for solving queries of the acquisitions assignment writing help online?

Trend 2: Knowledge Management Companies Acquiring Assisted Channel Technology

Enterprises providing self-service over the Internet often have found benefits in offering assisted support to users. This results in improved customer satisfaction, live call deflection or increased sales. The converging of e-mail, Web chat, Web collaboration and knowledge management companies into fully integrated suites of Internet-based assisted and self-service software has created a classic market consolidation. Some examples of this M&A cluster are Kana acquiring Hipbone, Primus acquiring Amicus, iPhrase acquiring Banter, and LivePerson acquiring Island Data. Will all the academic report writing and assignment be delivered with the University guidelines as provided by the students?

Trend 3: Outsourcing Consolidation

IBM recently acquired India-based Daksh, which provides outsourced contact centre services. ClientLogic’s acquisition of ServiceZone added contact centres in the Philippines. Far-shore contact centre outsourcers have begun to mature and now need expanded access to markets and capital to grow to the next level. This category will experience more M&A activity, Yankee believes, because of continued growth of this service option and the need to build more scale to compete effectively. In some cases, major customers are acquiring far-shore-based service firms (such as Citigroup’s acquisition of e-Serve). Do you think long-term experience of the writers of BookMyEssay can help them in solving any kind of difficult academic assignment?

Trend 4: Hosting

Siebel purchased a company focused on hosted CRM (Upshot) and one focused on contact centres (Ineto). The on-demand concept continues to gain traction in the CRM market. More players will look to existing smaller firms to expand delivery options through hosting, according to Yankee. Many firms providing hosted speech are smaller, venture-backed firms that have been in business for three to five years, so investors will be looking to execute their exit strategies soon.

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