Monthly Archives: March 2022

Corporate News

ibex and Guru Announce Strategic Partnership to Digitally Transform Knowledge Management for Customer Support

ibex, a global leader in business process outsourcing (BPO) and end-to-end customer engagement technology solutions, and Guru, the collaborative knowledge management solution for digital workplaces, announced a strategic partnership that will enhance the effectiveness of customer support agents within the health and wellness industry, as well as all other industries. Continue reading ibex and Guru Announce Strategic Partnership to Digitally Transform Knowledge Management for Customer Support →

Acquisitions & Mergers

Pragma Group expands with the acquisition of Techland and forms EnableX Group to continue to drive channel growth

Pragma has completed the acquisition of Techland, a leading value-added distributor and Platinum Partner of Ribbon’s UC enablement technology solutions and formed ‘EnableX Group’. EnableX focuses on enabling the reseller channel with technology propositions that deliver growth across their three brands: Pragma, Candio and Techland. Continue reading Pragma Group expands with the acquisition of Techland and forms EnableX Group to continue to drive channel growth →

Technology

Puzzel launches new dashboard for visualising real-time contact centre performance

Puzzel, the leading European provider of cloud-based contact centre solutions, has launched a new dashboard that enables customer service leaders to visualise all their most important real-time performance metrics in one place. A new ‘What’s New’ page on the Puzzel website has also been launched to keep customers, partners and industry professionals abreast of the company’s continuous innovation. Continue reading Puzzel launches new dashboard for visualising real-time contact centre performance →

Technology

Observe.AI Launches the Contact Centre Industry’s First Selective Redaction Solution to Boost Compliance and Agent Performance

Observe.AI, the Intelligent Workforce Platform that transforms contact centres through AI, introduced the industry’s first AI-powered solution for selectively redacting Personal Identifiable Information (PII), Payment Card Information (PCI), and other sensitive information from recorded customer conversations with high accuracy and without sacrificing any contextual information required for intelligent business decisions. Continue reading Observe.AI Launches the Contact Centre Industry’s First Selective Redaction Solution to Boost Compliance and Agent Performance →