{"id":74256,"date":"2025-09-26T09:00:48","date_gmt":"2025-09-26T08:00:48","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=74256"},"modified":"2025-10-19T09:58:06","modified_gmt":"2025-10-19T08:58:06","slug":"the-latest-big-news-from-isg-thoma-bravo-talkdesk-verint","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/contact-center\/the-latest-big-news-from-isg-thoma-bravo-talkdesk-verint\/","title":{"rendered":"The Latest BIG News from ISG, Thoma Bravo, Talkdesk, &#038; Verint"},"content":{"rendered":"<p>From key insights in this year&#8217;s ISG Contact Center Buyers Guide to new specialized bots at Verint, here are extracts from some of this week\u2019s most popular news stories.<\/p>\n<h2><a href=\"https:\/\/www.cxtoday.com\/contact-center\/the-isg-contact-center-buyers-guide-2025-top-takeaways\/\"><span data-contrast=\"none\">The ISG Contact Center Buyers Guide 2025: 7 Top Takeaways<\/span><\/a><span data-ccp-props=\"{}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">The contact center technology market is crowded, with more players from a CRM, UCaaS, and even CPaaS heritage sensing an opportunity to win business in the space. <\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Most, if not all, are banging the AI drum. In 2024, some thudded much harder than others. Yet, in 2025, AI integration is much deeper in the tech stack and more consistent across vendors. <\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The use cases aren\u2019t surprising, including self-service, AI assistance, conversational intelligence\u2026 these were all big last year too, but now are more embedded and refined.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Still, some are ahead of others, but the gap in terms of capability is closing, and spotting what sets the vendors apart gets trickier. <\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Against this backdrop and the explosion in contact center options, the ISG Buyers Guide goes deeper into the changing market and the vendors leading from the front <\/span><a href=\"https:\/\/www.cxtoday.com\/contact-center\/the-isg-contact-center-buyers-guide-2025-top-takeaways\/\"><span data-contrast=\"none\">(Read on&#8230;).<\/span><\/a><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<h2><a href=\"https:\/\/www.cxtoday.com\/crm\/thoma-bravo-to-snap-up-pros-for-1-4bn-follow-up-its-verint-dayforce-acquisitions\/\"><span data-contrast=\"none\">Thoma Bravo to Snap Up PROS for $1.4BN, Follow Up Its Verint &amp; Dayforce Acquisitions<\/span><\/a><span data-ccp-props=\"{}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">Thoma Bravo has agreed to acquire PROS, a prominent AI-powered pricing and revenue management software provider.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The all-cash deal is valued at approximately $1.4BN and is expected to close during the fourth quarter.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">It is Thoma Bravo\u2019s third acquisition in just a matter of weeks, following the roll-ups of Dayforce and <\/span><a href=\"https:\/\/www.cxtoday.com\/workforce-engagement-management\/verint-close-to-2bn-takeover-by-thoma-bravo-reports\/\"><span data-contrast=\"none\">Verint<\/span><\/a><span data-contrast=\"auto\"> in late August.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Yet, PROS brings new capabilities to its portfolio, including CPQ (configure, price, quote), price optimization, and revenue intelligence solutions.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">In announcing the deal, <strong>Jeff Cotten, President and CEO of PROS<\/strong>, stated that as a private company, \u201cPROS will be more agile and have greater flexibility to invest in innovation and expand our platform.\u201d<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">It will also gain the luxury of focusing on longer-term goals, like leading the emerging field of agentic intelligence and analytics, as it no longer has to manage for short-term quarterly results.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Nevertheless, what most excites <strong>Martin Schneider, VP &amp; Principal Analyst at Constellation Research<\/strong>, is how PROs fits into the broader Thoma Bravo portfolio.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">\u201cThoma Bravo continues to build out a sizable portfolio of applications providers outside of its previous concentration in cybersecurity,\u201d he noted. \u201cIt will be interesting to see how well they can continue to drive momentum for PROS as a private equity-backed company.&#8221; <\/span><a href=\"https:\/\/www.cxtoday.com\/crm\/thoma-bravo-to-snap-up-pros-for-1-4bn-follow-up-its-verint-dayforce-acquisitions\/\"><span data-contrast=\"none\">(Read on&#8230;).<\/span><\/a><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<h2><a href=\"https:\/\/www.cxtoday.com\/contact-center\/talkdesk-expands-vertical-focus-with-new-cx-platform-for-service-based-industries\/\"><span data-contrast=\"none\">Talkdesk Expands Vertical Focus with New CX Platform for Service-Based Industries<\/span><\/a><span data-ccp-props=\"{}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">Talkdesk has released a new customer experience automation (CXA) platform designed for service-based businesses, the company\u2019s latest move in a broader strategy to deliver vertical-specific solutions.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The Talkdesk Commercial &amp; Residential Services Experience Cloud platform is aimed at home services, property management, logistics, and field service businesses. These face distinct customer service challenges, including a high volume of time-sensitive calls, dispatch coordination and appointment logistics.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The platform uses agentic AI, intelligent automation, and proactive outreach capabilities to help customers around the clock through their preferred channel, whether through voice, chat, text message, or mobile app.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The aim is for businesses to be able to use AI to manage routine scheduling, billing and updates, according to <strong>Rohit Madhavarapu, Vice President of Omnichannel and Industries<\/strong> at Talkdesk:<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<blockquote><p><span data-contrast=\"auto\">In service industries, every minute counts and every interaction shapes trust\u2026 It\u2019s about speed, confidence, and convenience at scale, giving customers instant answers and giving service companies the edge they need to grow.\u00a0<\/span><\/p><\/blockquote>\n<p><span data-contrast=\"auto\">After all, customers don\u2019t want to wait around for answers. Whether they\u2019re checking on an appointment time, wondering where the technician is, or sorting out a billing issue, they expect quick, hassle-free responses <\/span><a href=\"https:\/\/www.cxtoday.com\/contact-center\/talkdesk-expands-vertical-focus-with-new-cx-platform-for-service-based-industries\/\"><span data-contrast=\"none\">(Read on&#8230;).<\/span><\/a><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<h2><a href=\"https:\/\/www.cxtoday.com\/workforce-engagement-management\/verint-unveils-new-specialized-bots-expands-its-contact-center-workforce-management-porfolio\/\"><span data-contrast=\"none\">Verint Unveils New Specialized Bots, Expands Its Contact Center Workforce Management Porfolio<\/span><\/a><span data-ccp-props=\"{}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">Verint has unveiled two new specialized bots: an Exact Forecasting Bot and an Intraday Spike Bot.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Debuted at Verint Engage 2025, the bots aim to augment contact center workforce management (WFM) operations.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">That\u2019s crucial, as the WFM space hasn\u2019t enjoyed the same transformative innovation as other realms of the contact center.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">While generative AI may have moved the needle elsewhere, advanced WFM relies on more complex machine learning models and neural networks, especially in regards to forecasting.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">As such, many still view WFM technology as an enterprise luxury, while smaller contact centers stick with spreadsheets and Erlang Calculators.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Yet, with hybrid human-AI teams, the already difficult job of a contact center resource planner is only becoming more so.<\/span><\/p>\n<p><span data-contrast=\"auto\">WFM teams need more accessible innovations to boost their toolkit. That\u2019s what these two specialized bots aim to provide. <\/span><a href=\"https:\/\/www.cxtoday.com\/workforce-engagement-management\/verint-unveils-new-specialized-bots-expands-its-contact-center-workforce-management-porfolio\/\"><span data-contrast=\"none\">(Read on&#8230;).<\/span><\/a><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>From key insights in this year&#8217;s ISG Contact Center Buyers Guide to new specialized bots at Verint, here are extracts from some of this week\u2019s most popular news stories. The ISG Contact Center Buyers Guide 2025: 7 Top Takeaways\u00a0 The contact center technology market is crowded, with more players from a CRM, UCaaS, and even [&hellip;]<\/p>\n","protected":false},"author":11151,"featured_media":57670,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[11850,62064],"class_list":["post-74256","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center","category-service-management-connectivity","tag-agentic-ai","tag-agentic-ai-in-customer-service","tag-ai-agents","tag-artificial-intelligence","tag-autonomous-agents","tag-big-cx-news","tag-ccaas","tag-crm","tag-forecasting","tag-mergers-and-acquisitions","tag-workforce-management","brands_to_track-talkdesk","brands_to_track-verint","editorial_type-news","intent-loyalty","target_audience-dual"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.3.1 (Yoast SEO v25.3.1) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>The Latest BIG News from ISG, Thoma Bravo, Talkdesk, &amp; Verint - CX Today<\/title>\n<meta name=\"description\" content=\"CX Today covers news including Agentic AI, Agentic AI in Customer Service\u200b, AI Agents, Artificial Intelligence, Autonomous Agents, BIG CX News, CCaaS, CRM, Forecasting, Mergers and Acquisitions, Workforce Management and more.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.cxtoday.com\/contact-center\/the-latest-big-news-from-isg-thoma-bravo-talkdesk-verint\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"The Latest BIG News from ISG, Thoma Bravo, Talkdesk, &amp; Verint\" \/>\n<meta property=\"og:description\" content=\"CX Today covers news including Agentic AI, Agentic AI in Customer Service\u200b, AI Agents, Artificial Intelligence, Autonomous Agents, BIG CX News, CCaaS, CRM, Forecasting, Mergers and Acquisitions, Workforce Management and more.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.cxtoday.com\/contact-center\/the-latest-big-news-from-isg-thoma-bravo-talkdesk-verint\/\" \/>\n<meta property=\"og:site_name\" content=\"CX Today\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/CXTodayNews\/\" \/>\n<meta property=\"article:published_time\" content=\"2025-09-26T08:00:48+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-10-19T08:58:06+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2024\/02\/Big-CX-News.gif\" \/>\n\t<meta property=\"og:image:width\" content=\"856\" \/>\n\t<meta property=\"og:image:height\" content=\"431\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/gif\" \/>\n<meta name=\"author\" content=\"Francesca Roche\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:site\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Francesca Roche\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/the-latest-big-news-from-isg-thoma-bravo-talkdesk-verint\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/the-latest-big-news-from-isg-thoma-bravo-talkdesk-verint\/\"},\"author\":{\"name\":\"Francesca Roche\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/e8b82820f8a36a1d01070ac1711b1087\"},\"headline\":\"The Latest BIG News from ISG, Thoma Bravo, Talkdesk, &#038; 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