Pragma continues to expand their portfolio with new innovations Sidekick and WhatsApp for CONNECT. Both products are available as extensions of CONNECT for iPECS Cloud.
Sidekick, the AI-powered call assistant, is the perfect example of Pragma’s drive to use AI (artificial intelligence) to create IA (intelligent applications), while WhatsApp for CONNECT offers easy WhatsApp integration within the CONNECT interface.
The power of CONNECT for iPECS Cloud
CONNECT uses the iPECS API to integrate iPECS Cloud with other cloud services, delivering them in one single web applications. It comes with out-of-the-box integrations, as well as bespoke integrations that allow Pragma partners to tailor CONNECT to any user.
Since launching CONNECT, Pragma have also launched innovative add-ons for CONNECT, first with ENGAGE and now Sidekick and WhatsApp for CONNECT.
ENGAGE for iPECS Cloud
ENGAGE is a website chat widget that allows organisations to deliver better customer service through their website.
The widget offers one-click voice and video calls, as well as AI-powered webchat. This uses ChatGPT to read the user’s website content, and then uses the information on the site to automate accurate answers. Agents can assume control of chat sessions at any point.
AI powered assistant, Sidekick
Sidekick is an AI-powered call assistant that takes slow, labour-intensive jobs and completes them for users. Call analysis and note taking for calls is made easy with Sidekick, significantly reducing the time and costs of businesses manually completing these tasks. Sidekick also produces smart, digestible summaries and analysis to help businesses make better decisions.
Key features include:
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Call transcription: advanced speech recognition technology automatically transcribes calls.
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Call summary: OpenAI summarises calls along with suggested action points to follow up on.
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Sentiment analysis: AI-powered analysis of the language used assigns a caller sentiment score.
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Automated CRM logging: (An optional extra) Pragma can develop a bespoke integration to log the Sidekick summary against a customer’s record in the user’s CRM.
Bringing WhatsApp Business within CONNECT
WhatsApp for CONNECT was designed for businesses to connect with customers via the popular messaging app, allowing team members to view all messages in the CONNECT interface. The distinct advantage of WhatsApp for CONNECT is that it doesn’t have a limit on licences, with your whole team able to receive and respond to messages. As a simple, interactive website widget, WhatsApp for CONNECT offers an efficient customer support tool with customised auto-response message templates.
Helping partners stand out
Pragma created Sidekick and WhatsApp for CONNECT not only because they think they’re technically interesting but because they benefit their partners, delivering smarter insights, saving countless hours of work, and enhancing customer support. The latest products are exciting additions to the CONNECT for IPECS Cloud portfolio, enabling their partners to stand out and tailor their offering to any customer.
Pragma’s MD Will Morey, commented: “The channel is an increasingly competitive environment and we know it really helps if you can stand out. CONNECT for iPECS Cloud and the products within it enable our partners to do exactly that. Sidekick and WhatsApp for CONNECT provide another opportunity for our partners, all while transforming how businesses deal with time consuming everyday tasks. It’s a win for a partners and a win for their customers.”
To find out more about Sidekick, WhatsApp for CONNECT, ENGAGE or CONNECT for iPECS Cloud, follow the below links.
https://wearepragma.co.uk/sidekick/
https://wearepragma.co.uk/engage-for-ipecs-cloud/
https://wearepragma.co.uk/connect-for-ipecs-cloud/
About Pragma:
Pragma is a leading service provider specialising in the delivery of Ericsson-LG technology to channel partners in the UK. Pragma take a hands-on approach to developing long-term relationships that drive mutual, profitable growth. iPECS Cloud sits at the core of the product portfolio and is complemented by a range of applications to allow the channel partners to say YES to more customers and win more business.
Pragma were established in 2012 and were acquired by Gamma in January 2024.
To learn more about Pragma and iPECS Cloud please visit: wearepragma.co.uk
Gamma is a leading supplier of Communication Services in the UK, German, Spanish and Dutch business markets. It is admitted to trading on AIM and employs over 1,800 people. With a range of UCaaS, Mobile and Connectivity services, Gamma provides robust and secure solutions that enable organisations to communicate, collaborate and offer a better customer experience.
Gamma’s largest market is in the UK where the company’s network-based services are supplied to SME, Public Sector and Enterprise markets through a network of 1000+ channel partners and its own direct sales and support capabilities. Gamma is expanding its UCaaS presence in Europe with a family of businesses focusing on digital automation, delivering Gamma-powered services to SME customers via a network of channel partners in Germany, Spain, and the Benelux region.
Gamma’s vision is for a better-connected world in which we can work smarter for the benefit of business, people, and the planet by developing a strong and sustainable pan-European product set, building a leading position in the UCaaS and CCaaS markets.
For more information about Gamma and its comprehensive range of services, please visit www.gamma.co.uk.
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