Uniphore Adds Robotic Process Automation Technology to its Arsenal
Palo Alto, CA, USA, Oct 20, 2020 -- Uniphore, a provider in the Conversational Service Automation (CSA) space, announced that it acquired a third party license for Robotic Process Automation (RPA) technology from NTT DATA to drive innovation, quicken time-to-market and deliver intelligent front office automation for modern contact centers.
This technology deal is one of many components of the global strategic alliance announced earlier between the two companies that deliver solutions to transform the customer service market. NTT DATA will continue to own this software and sell RPA services for contact centers.
Uniphore plans to integrate this RPA technology with its CSA platform to develop capabilities that automate the front office. By combining unattended and attended RPA capabilities along with Uniphore’s AI and machine learning capabilities, Uniphore’s engineers are developing solutions for both existing and new use cases.
"Over the past several years, Uniphore has been delivering market-leading capabilities which automate important processes and leverage AI to solve the problems of large customer service environments," said Umesh Sachdev, CEO and co-founder of Uniphore. "With RPA modules now part of our innovation engine, we will rapidly expand our offerings, which will transform the customer service market and virtually eliminate the costly and frustrating experience of being put on hold."
"In today’s business environment, automation has become essential to survival. When automation happens, it frees up people to focus on innovation and ingenuity," said Tanvir Khan, Executive Vice President, Dynamic Workplace Services & Business Process Outsourcing, NTT DATA Services. "We see this deal with Uniphore as a win-win because new solutions will enable our agents to be more effective on the front lines while helping organizations accelerate their digital transformation and ultimately deliver new customer experiences."
"By adding RPA technology to their innovation engine, Uniphore is in a leadership position and capturing the next market transition in the voice sector. No other company has the breadth and depth of Uniphore in terms of real-time AI solutions, intelligent automation capabilities, machine learning expertise, and geographic reach," said John Chambers, former Executive Chairman and CEO of Cisco and current founder and CEO of JC2 Ventures, an early backer of Uniphore. "By integrating these technologies, Uniphore will become an even more powerful partner as enterprises continue to accelerate their customer service digital transformation initiatives. Congratulations to Umesh and the entire Uniphore team on this transformative announcement!"
Posted by Veronica Silva Cusi, news correspondent
Date Posted: Thursday, October 22, 2020
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