Salesforce buys Fin, targets midmarket

CCaaS vendors like Zoom, Webex, RingCentral, 8x8, GoTo, Zendesk and others, all have offerings targeted at mid-market firms. The mid-market includes firms with annual revenues between $10 million and $1 billion, with employee counts anywhere from 50 to 1,000. As shown below, 4 in 10 midmarket firms said they intend to moderately increase total spending (between 5 to 15%) on AI-powered CX technology, per a recent Omdia study. Two in 10 plan to significantly increase (15% or more) their total spending. Additionally, 68% of midmarket firms said that AI will be either foundational to most CX initiatives (34%) or very important, but not the primary driver (34%).

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