LONDON, ENGLAND:The announcement of Synnex's $505 million acquisition of IBM's customer services business is big news for the CRM BPO market.
Ovum is an independent analyst and consultancy firm that provides clients with independent and objective analysis that enables them to make better business and technology decisions. Margaret Goldberg, IT services analyst at Ovum said: "The merging of IBM's CRM business with Synnex's subsidiary Concentrix elevates the previously tier 2 player into one of the top players in the industry, and we expect it to make quite a bit of noise given IBM's history, capabilities, and client base that Concentrix is picking up. What's more, Synnex now picks up IBM as a major alliance partner, as the two vendors announced a multi-year strategic business partnership where Synnex will provide global CRM BPO services for IBM."
Due to IBM's mature CRM offerings and fairly deep capabilities, the acquisition will allow Concentrix to capitalize on key trends in CRM outsourcing that Ovum's research has identified as major growth areas for the industry including the ongoing growth in the popularity of newer channels such as social media and SMS.IBM's many global delivery centres ensures that Concentrix will now be able to deliver services from a much wider range of locations.
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Synnex acquires IBM, Ovum comments
LONDON, ENGLAND:The announcement of Synnex's $505 million acquisition of IBM's customer services business is big news for the CRM BPO market.
Ovum is an independent analyst and consultancy firm that provides clients with independent and objective analysis that enables them to make better business and technology decisions. Margaret Goldberg, IT services analyst at Ovum said: "The merging of IBM's CRM business with Synnex's subsidiary Concentrix elevates the previously tier 2 player into one of the top players in the industry, and we expect it to make quite a bit of noise given IBM's history, capabilities, and client base that Concentrix is picking up. What's more, Synnex now picks up IBM as a major alliance partner, as the two vendors announced a multi-year strategic business partnership where Synnex will provide global CRM BPO services for IBM."
Due to IBM's mature CRM offerings and fairly deep capabilities, the acquisition will allow Concentrix to capitalize on key trends in CRM outsourcing that Ovum's research has identified as major growth areas for the industry including the ongoing growth in the popularity of newer channels such as social media and SMS.IBM's many global delivery centres ensures that Concentrix will now be able to deliver services from a much wider range of locations.