ContactCenterWorld.com: Uniphore Helps Contact Centers Deliver Next-Gen CX with New Additions to Conversational AI and Automation Platform

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Conversational Automation company Uniphore recently announced the addition of new solutions to its flagship Conversational AI & Automation platform —a platform that provides intent, sentiment, emotion and tonal analysis to every contact center conversation, transforming the end-to-end customer and agent experience.

The newest addition is U-Assist In-Call, an in-call automation solution, which comes in two distinct packages: Bolt and Max. U-Assist In-Call is the industry’s most advanced agent assist solution that delivers next-best actions, leveraging the intent, sentiment and tonal analysis as well as desktop automation using attended robotic process automation (RPA).

Uniphore is also unveiling a work flow designer that is empowering business users to now prioritize innovation and business growth with a quick time-to-market for the next generation of customer experience (CX) applications. The designer includes an integrated RPA that can be used during a call to assist the agent or post call for related follow-up actions needed. U-Assist In-call is available in North America, Asia-Pacific and Europe.

With the rapidly changing business and societal conditions, the role of customer service centers in delivering superior CX is more important than ever before. When agents can do their job with more confidence, accuracy and efficiency, the result is less hold times of up to 20%, happier customers and more productive agents. Uniphore’s U-Assist In-Call solutions ensure that the agents have the right tools to provide a smooth and frictionless CX.

"I’m extremely proud of the work that our engineering and product teams have done to deliver an unparalleled conversational AI and automation platform," said Moni Manor, Chief Product Officer, Uniphore. "The importance of delivering a seamless in-call experience powered by AI, automation and RPA is significant in that the combination enables us to provide unmatched ROI as we can handle complex interactions and not just simple ones. Our technology increases customer satisfaction, reduces agent errors, helps ensure promises made to customers are kept, and thus?ensures that every?interaction?is followed up with on time and with minimal probability for repeat customer calls."

U-Assist In-Call solutions, Bolt and Max are available immediately.

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