Mergers and Acquisitions

Deloitte

Mid August saw a heavy flow of mergers and acquisition (M&A) activity in the Australian technology sector. According to CRN, consulting giant Deloitte has acquired Quattro Innovation Group; a Sydney cloud computing boutique, and NXG Business Solutions; a $6 million SAP software integration house.

Deloitte also signed on Brisbane’s web consultancy Digicon.
Adam Powick, the Managing Partner of Deloitte said that the company hopes to complete another technology acquisition prior to Christmas, which is only a month away.

On a different note, Deloitte recently conducted a survey on the dimensions of contact center strategy operations, people and technology.

36% of organisations view customer experience provided through contact centers as a competitive differentiator.

92% of organisations that view customer experience as a differentiator offer multiple contact channels.

Telstra

Telstra’s history of acquiring Australian tech firms has striked again with their latest acquisition of North Shore Communications (NSC) Group and IPscape. Chairman Catherine Livingstone pointed to more strategic investments akin to its recent buyouts of NSC and IPscape.

IPscape is a Cloud Contact Center. Cloud Contact Centers are contact centers with application programming interfaces (APIs) which allow them to provide developers with access to basic telephony controls and call handling on the call center platform from separate devices.

Basically, this means that you can set up your very own call center in your own backyard, literally. It allows the user to track and report on call activities, stats and everything a normal call center in the heart of India would.

On another note, Telstra’s off shoring contact center work has declined and will continue to do so since 2012.

40% of customer transactions were completed online in 2013.

The Bigger Picture

In the bigger picture, with the value of the Australian dollar almost relative to the US dollar, our local companies are looking more attractive to North American buyers.

Manu US companies find the multiples they have to pay in their own backyard for technology providers can be quite prohibitive, while international companies come relatively cheaper.

A Dellings Advisory review of 650 acquisitions in the security market revealed that US buyers generally paid a 30% discount on prices for non-US tech companies.

A Little TLC

There is no substitute for the golden human touch. In the contact center industry, customer experiences with the contact centers define the rise and fall of a company.

People need to talk to people because when things go wrong, they need the reassurance that a problem is going to be fixed and they need someone to hear them out.

There will always be good and bad experiences for each customer. The results can vary from customers changing brands to customers spreading the good word on social online sites.