Callback scheduling is just one way that call centers use automation.  This Replicant report shows that 48% have an automation project in place or in process, and 72% expect automation to reduce expenses by 25% or more.  Exactly half plan to use a mix of self-build and purchased solutions; 27% will only use purchased software and 13% will build everything themselves.

Let’s catch up today on news that went unmentioned while we obsessed about TikTok, Google, Microsoft, and the rest. First, some CX acquisitions: Stockholm-based experience analytics vendor Netigate bought Netherlands-based digital feedback collector Mopinion while Colorado-based survey platform Alchemer bought San Diego-based review and comment collector Chatmeter. We also have “AI-native operating system for advertising” Veylan buying media sales platform Advisr and, far from least, investment firm Thoma Bravo spending $1.4 billion to buy SaaS pricing and sales solution PROS Holdings, Inc.