Deal-making continues at pace

The pace of consolidation within the contact centre market has increased in recent years, as providers seek efficiencies of scale that make the most of investments in new technologies. This trend is expected to continue, and the market continues to see M&A transactions. In the past, UK-based businesses have often been acquirers, but also represent attractive targets for overseas buyers. Evidence indicates that many deals are happening at the top end of the sector, with smaller players also attracting some attention.


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