The expansion of contact centres continues, and businesses are changing the way they interact with their customers, seeking communication solutions that enhance their customer experience and boost productivity. 

This growing demand has not gone unnoticed and has led us to join forces with Daktela – a leading cloud-based contact centre provider.  This new and exciting partnership brings a full Omni-channel contact centre solution into our portfolio in the form of CONTACT for iPECS cloud. 

CONTACT for iPECS Cloud, and why Daktela stand out from the crowd  

No two contact centres are the same. Daktela have over 18,000 live agents across 20 countries, and their powerful communication solution integrates a range of communication tools into one single, simple to use platform, including voice and video calling, email, webchat, social media, WhatsApp, SMS – all backed up by AI tools and automations to maximise efficiency.  

CONTACT for iPECS Cloud is powered by Daktela and is a true omni-channel contact centre solution. Taking a modular approach, the solution enables businesses to grow their communication options as and when they want to. It accommodates the needs of the customer and provides exceptional strategies for customers to communicate with their customers. 

With a ‘channel only’ approach to the market, Pragma and Daktela have also accommodated the needs of our partners.  It is key that partners are knowledgeable about the products and there’s no better way of becoming experts than using the products in house.  Together with Daktela, we are offering reduced demonstration and in-house software (not for resale) and will dedicate time to get the whole team trained. 

Pragma’s Business Development Manager, Ed Savoury commented: “We’re seeing a real demand for that enhanced customer experience as businesses change how they communicate with their customers. There’s more opportunity than ever in the contact centre market, which is why we’re proud to be working with Daktela to bring CONTACT for iPECS Cloud to the market.” 


A Great Partnership 

Daktela have 15 years of industry experience and have been active in the UK since 2019. They were recently awarded High Performer in the G2 Summer 2023 Grid Report- one of the leading platforms for software and service reviews. 

At the end of 2022, both Daktela and Pragma were looking for a partner with the same values and the same goal – an all-in-one contact centre solution. We had been searching for a formal contact centre solution for iPECS Cloud for some time, and Daktela were looking for a UK partner with a strong reach in the market. The timing and the match were ideal.  

Steve McSherry, Country Manager of Daktela UK, commented: “It’s vital for us to support customers even after deployment, and we continue to work with customers to ensure they get the best out of their investment. We apply this same philosophy when selecting partners. We’re excited to work alongside Pragma and their partners to support and deliver our services in the UK market.” 


To find out more about CONTACT for iPECS Cloud, please contact your Pragma account manager or visit The Hub.