There is Little to Applaud in Recent CX Mega-mergers | In the News

In late March, CX giants, Concentrix and Webhelp informed of plans for an acquisition agreement valued at US$4.8 billion. Less than 30 days later, Teleperformance and Majorel announced their own intentions of merging, with the value of the buyout estimated at US$3.3 billion.

“This provides an attractive proposition to global buyers of these services who are looking to consolidate their provider portfolio and work with fewer but more strategic partners,” pointed out Sharang Sharma, VP at Everest Group. Upon the mergers, Shirley Hung, Partner at Everest Group, underscored that “the global outsourced CX market is a highly fragmented one.” While big-time players exist, smaller organizations manage to survive and even compete by offering a more personalized, premium style of service.

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