thomas.wieberneit@aheadcrm.co.nz
The great CCaaS Meltdown: What It Means for Customers and CX

The great CCaaS Meltdown: What It Means for Customers and CX

by | Aug 28, 2025 | Blog |

The past weeks showed quite some interesting activity on the mergers and acquisitions and the partnership frontiers. NiCE acquired the German conversational AI rock star Cognigy for $955M and a short time later announced that the company enhanced its partnership with Salesforce. At nearly the same time, Genesys received an additional funding of $1.5 bn from Salesforce and ServiceNow. Salesforce acquired Waii and Bluebird. VC company Thoma Bravo acquired the still leading CCaaS vendor Verint, to name but a few of the more interesting, and perhaps consequential ones. On top of all this, Avaya seems to have offered all employees a voluntary exit package. What all this shows is that there is significant consolidation going on in the AI-assisted (or should I say, driven?) CCaaS market and that various players are battling to provide – or at least be perceived to provide – the most comprehensive and valuable platform while others fight for survival. Yes, it’s nothing new, but can’t be repeated often enough. The CX market is and always was a high stakes platform game. The stakes got even higher with the advent, the promise and the necessary investments that generative AI and agentic AI require. While one can consider Salesforce’s acquisitions as tuck-ins that help rounding off its Agentforce platform, the other ones are a sign of something bigger going on in the CCaaS and customer service market segments. It is also notable that exactly these sectors get more and more referred to as CX market, whether this is a correct, or only good, attribution, or not. Hint: It isn’t. Not unexpectedly, Salesforce is in the thick...