From key insights in this year's ISG Contact Center Buyers Guide to new specialized bots at Verint, here are extracts from some of this week’s most popular news stories.
The ISG Contact Center Buyers Guide 2025: 7 Top Takeaways
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.
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.
The use cases aren’t surprising, including self-service, AI assistance, conversational intelligence… these were all big last year too, but now are more embedded and refined.
Still, some are ahead of others, but the gap in terms of capability is closing, and spotting what sets the vendors apart gets trickier.
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 (Read on...).
Thoma Bravo to Snap Up PROS for $1.4BN, Follow Up Its Verint & Dayforce Acquisitions
Thoma Bravo has agreed to acquire PROS, a prominent AI-powered pricing and revenue management software provider.
The all-cash deal is valued at approximately $1.4BN and is expected to close during the fourth quarter.
It is Thoma Bravo’s third acquisition in just a matter of weeks, following the roll-ups of Dayforce and Verint in late August.
Yet, PROS brings new capabilities to its portfolio, including CPQ (configure, price, quote), price optimization, and revenue intelligence solutions.
In announcing the deal, Jeff Cotten, President and CEO of PROS, stated that as a private company, “PROS will be more agile and have greater flexibility to invest in innovation and expand our platform.”
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.
Nevertheless, what most excites Martin Schneider, VP & Principal Analyst at Constellation Research, is how PROs fits into the broader Thoma Bravo portfolio.
“Thoma Bravo continues to build out a sizable portfolio of applications providers outside of its previous concentration in cybersecurity,” he noted. “It will be interesting to see how well they can continue to drive momentum for PROS as a private equity-backed company." (Read on...).
