Customer Interaction Management

The CIM space encompasses a broad range of software functionality including traditional contact center, CRM, workforce and knowledge management, to newer technologies such as advanced analytics, self-service pathways, and artificial intelligence. The manner and mode in which customers interact with enterprises continues to shift dramatically. Technological enablement and demographic shifts are driving omni-channel engagement including self-service chatbots, text messaging, AI-driven virtual assistants, and social media channels, which are resulting in beneficial, economic impacts to global enterprises. Capital investment in leading-edge customer interaction technologies has driven market adoption and, as a result, M&A activity among vendors looking to provide the broadest portfolio of offerings in order to further differentiate and compete.