Groupe Acticall agreed to acquire Sitel this week to create one of the leading global call center provider businesses. As with the Concentrix acquisition of IBM’s CRM business two years ago, this is an example of a smaller service provider acquiring a much larger entity to give it both scale in operations and a greater breadth of capabilities in a CRM market which is ever-consolidating. In this POV we look at the strategic rationale for this acquisition and consider some of the challenges ahead for the new service provider as it competes in an increasingly consolidated market.
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