The hyper-competitive market for contact centre business sees more firms likely to align, acquire or copy in the quest for market share. Nebula and Cirrus are the latest to take this route, announcing a joint technical alliance.
The result sees the integration of Cirrus’ AI-enabled contact centre platform with Nebula’s CallSwitch One UCaaS solution. The combination creates new capabilities for channel partners and customers, enabling them to offer a unified, cloud-native communications and customer engagement experience.
Everyone wants a smart contact centre
Contact centre features include real-time presence, seamless call transfers between agents and back-office teams, and conferencing across both platforms. This eliminates silos, improves collaboration, and drives cost efficiencies, equipping customer-facing agents with AI-powered tools and providing back-office staff with reliable, streamlined
communication, all without unnecessary complexity.
“Partnering with Nebula unlocks a wealth of opportunity for the channel partners of both companies. Together, we’re equipping the
channel with a differentiated solution that simplifies operations and boosts customer engagement, helping them compete technologically and commercially against all-in-one
providers.” said Dan Lloyd, channel director at Cirrus.
“Welcoming Cirrus as a Nebula Integration Partner enhances the power of our software platform with the cutting-edge CCaaS capabilities of a respected and capable vendor. This integration underscores our commitment to delivering innovative, tailored solutions that help channel partners, and their customers, thrive in a competitive landscape.” added Sam Giggle, MD of channel at Nebula.
With contact centres in the process of being overrun with AI integrations or replacement services, expect more merger-style activity as consolidation looms and the AI winners rapidly expand their share.