Outsourcing company Tafaseel BPO is set to expand its operations by establishing an office in Uzbekistan. The decision follows successful discussions between the Uzbek delegation from the Ministry of Digital Technologies and Tafaseel BPO executives during the World Governments Summit in Dubai. Tafaseel BPO aims to leverage Uzbekistan’s business environment and support programs, including those offered by the IT Park. The move aligns with Uzbekistan’s goal of achieving US$5 billion in IT exports.

MCI BPO – a global provider in outsourcing and customer experience solutions – has acquired BYC Aqua, a South African BPO and call center headquartered in Cape Town. The acquisition strengthens MCI’s global footprint and enhances its technology offerings, adding QA technology, AI, and human capital services. The move aims to harness South Africa’s tech-savvy talent pool and tap into the growing CX-BPO market.

Texas-based consumer-data-insights provider HundredX, in collaboration with Forbes, has unveiled the Customer Experience All-Stars 2024 list, recognizing the top 300 brands excelling in customer experience. The rankings, based on over 4 million pieces of consumer feedback, consider customer satisfaction and treatment across nearly 20 industry-specific business drivers, reflecting the overall customer experience.

Global tech giant Google is testing a new feature called “Talk to a Live Rep.” It will place a call to a business on behalf of users, wait on hold, and then alert users when a live representative is available. This feature aims to eliminate the need for users to wait on hold during customer service calls. It is currently available in English for users in the United States who have joined Search Labs, Google’s program for experimenting with early-stage search experiences.

Also in AI developments, OpenAI – the global AI research lab headquartered in San Francisco – has unveiled Sora, a text-to-video generator that creates short videos in response to written prompts. Announced by CEO Sam Altman, the tool, which has not been publicly released, produces realistic videos in response to prompts. While similar technology has been demonstrated by other companies like Google and Meta, OpenAI’s Sora has impressed with the quality of its videos. The company is currently engaging with artists, policymakers, and others to gather feedback before releasing the tool to the public.

Over in the CALA region, The Jamaica Business Gateway is set to expand. Launched in May 2023, the platform is a Business-to-Government (B2G) transaction platform aimed at increasing the ease of doing business and productivity – now with the addition of 29 processes targeted for completion by the end of June 2024. The expansion comes as part of the government’s efforts to prioritize increasing productivity through various processes and legislative reforms to foster economic growth.

Dilaxia – an IT services company based in Italy – has acquired end-to-end technology solutions provider Commit Software. The acquisition strengthens Dilaxia’s presence in Italy and Albania and expands its workforce to approximately 250 employees. The collaboration will also enhance Dilaxia’s digital solutions and software-development offerings.

Business-services provider Quess Corp – headquartered in Bengaluru, India – has announced its decision to split into three independent listed entities to unlock shareholder value. The de-merger will result in three separate companies, overseeing separate functions: Quess Corp (workforce management), Digitide Solutions (business process management, Insurtech, and HR outsourcing), and Bluspring Enterprises (facility management, industrial services, and investments). Shareholders of Quess will receive one additional share in each new company for every share they hold. The de-merger is expected to take 12–15 months to achieve regulatory clearances.

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