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Madeleine Desmond

Signal Hill Publishes Customer Interaction Management Platform and Adjacencies Market Landscape

Published on: 06/14/2017

BALTIMORE, MDSignal Hill today announced the publication of its Customer Interaction Management (CIM) Platform and Adjacencies Landscape, an overview of the CIM market that has been created by Signal Hill.

The landscape is part of a comprehensive Investment Thesis focused on the CIM and adjacent markets, perspectives on future technologies and their impact on the marketplace, analyses of historical and projected M&A activity, M&A consolidators, a review of the capital markets environment, and profiles of more than 300 companies representing over $120 billion in valuation. The full CIM Investment Thesis is maintained and updated by Signal Hill's CIM team, led by managing director Chris Hieb.

The CIM space, as defined by Signal Hill, encompasses a broad range of software functionality including traditional contact center, CRM, workforce and knowledge management, to newer technologies such as advanced analytics, self-service pathways, and artificial intelligence. The manner and mode in which customers interact with enterprises continues to shift dramatically. Technological enablement and demographic shifts are driving omni-channel engagement including self-service chatbots, text messaging, AI-driven virtual assistants, and social media channels, which are resulting in beneficial, economic impacts to global enterprises. Capital investment in leading-edge customer interaction technologies has driven market adoption and, as a result, M&A activity among vendors looking to provide the broadest portfolio of offerings in order to further differentiate and compete.

"The CIM space is growing rapidly and experiencing a high velocity of M&A and investment activity," said Mr. Hieb. "The CIM Investment Thesis, which includes the landscape, is a key part of our practice's focus, and we are continuing to work closely with industry leaders to further refine the Thesis and to facilitate market activity."

The landscape can be accessed via the link here and on Signal Hill's website. From the landscape, users may also link to an additional resource that provides further information on CIM market companies. Please reach out to Mr. Hieb if you have any questions or would like to learn more about the CIM Investment Thesis.

About Signal Hill 
Signal Hill LLC, along with its affiliate Signal Hill Capital Group (together, "Signal Hill"), is a leading investment banking and advisory boutique serving the M&A and private capital raising needs of growth companies and was named 2016 Boutique Technology Investment Bank of the Year by the Global M&A Network. Signal Hill's experienced bankers provide deep domain expertise and an unyielding commitment to clients in Technology, Media and Telecommunications (TMT) and Services. With more than 600 completed transactions and offices in Baltimore, Bangalore, Boston, Mumbai, Nashville, New York, Reston and San Francisco, Signal Hill leverages deep strategic industry and financial sponsor relationships to help our clients achieve Greater Outcomes. For more information visit 
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Signal Hill Publishes Customer Interaction Management Platform and Adjacencies Market Landscape