Genesys buys Interactive Intelligence for $1.4B: Is it just consolidation?
Summary
Sales of cloud solutions have been growing at a sustained 25% annual rate for the past five years, while the remainder of the market was flat and is now declining. After this consolidation, the six main vendors — Aspect, Avaya, Cisco, Genesys, Nice, and Verint — will account for 50% of an estimated $8-10 billion market. The combination of interaction management with telephony is enjoying a renewed traction coupled with the rapid growth of unified communication as a service (UCaaS) solutions. Reviewing the latest cohort of entrants, I see that several are looking to disrupt the industry not just with a cloud delivery model, but by making multichannel and omnichannel interaction management much simpler. The declining number of historical players is offset by three powerful forces — expansion, simplification, and innovation — that are adding new participants to the landscape.
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