Raúl Castañón is a senior research analyst in the 451 Research technology research group within S&P Global Market Intelligence. He contributes to both the Customer Experience & Commerce and Workforce Productivity & Collaboration channels, focusing on business communications and collaboration and the digitization of the employee and customer experiences. Raúl’s areas of concentration include communications platform as a service, contact center as a service, unified communications, collaboration and enterprise messaging, conversational AI, speech technologies, chatbots and intelligent assistants. Raúl arrived at S&P Global Market Intelligence through its 2019 acquisition of 451 Research. Prior to 451 Research, he was a product manager at EMOSpeech, a startup focused on speech emotion recognition technology. At Comverse Network Systems, he gained significant experience in product marketing working with tier 1 mobile operators to define strategy, pricing and business models for voice and data products. Raúl is widely quoted in the top-tier press, including publications such as Business Insider, CIO, Computerworld, Fortune, The Information and Wired. Raúl holds a holds a bachelor’s degree from ITESO University in Guadalajara, México; a certificate in telecommunications from ITESM Mexico City; and an MBA from the Fuqua School of Business at Duke University.
Integrating the target's workforce management tools into its RingCX CCaaS platform should help RingCentral address a product gap, enabling it to further accelerate its strategic evolution from a unified communications-as-a-service specialist into a contact-center-as-a-service provider.
The global wholesale telecom and VoIP services provider has reached for Telstra's voice, mobile and messaging assets. The deal should help iBASIS increase its market share in Asia-Pacific — a region that's expanding at a compound annual growth rate of 17.8% through 2029, according to our research.
Upon closing, Thoma Bravo intends to merge the target with workforce engagement management vendor Calabrio. The combined company could emerge as a leading player in the customer experience space, with a comprehensive portfolio and resources to keep pace with its rivals as well as AI innovations.
With 12 purchases under its belt, the company has emerged as one of the most active acquirers at the intersection of customer experience and artificial intelligence. In this report, we discuss how expanding its reach into categories such as sales and marketing automation via M&A could accelerate Capacity's AI strategy.
The deal should enable NICE to bolster its customer experience AI platform with the target's portfolio of conversational and agentic AI tools. The move could foreshadow further consolidation in the CX space as incumbents look to augment their product portfolios with advanced generative AI capabilities.
The information technology service management workflow automation company recently unveiled its new AI-powered CRM Platform. ServiceNow is looking to unify intelligence, data and orchestration across the enterprise, enabling organizations to move from fragmented pilots to full-scale AI execution.
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