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Uniphore Acquires Emotion Research Lab and Adds Video AI Capabilities to Its Portfolio #contactcenterworld When combined with Uniphore’s CSA solutions, which understands, analyzes, and automates voice conversations in real-time, Emotion Research Lab's video-focused AI capabilities will deliver entirely new applications and experiences across the enterprise. Combining voice and video AI with automation and machine learning will open up new use cases, including customer experience, sales, marketing, HR and other critical areas of business. "Today we welcome the Emotion Research Lab family to Uniphore and celebrate the addition of not only cutting-edge technology to our portfolio, but a very talented team of professionals who will add high voltage charges to the Uniphore innovation engine. This current pandemic has reshaped traditional customer service and has universally increased the use of video across a range of applications," said Umesh Sachdev, CEO and Co-founder of Uniphore. "I am very excited to have Maria, Alicia and the rest of the Emotion Research Lab team join us as we work together and bring our customers the next generation of innovations in AI and automation." "Clearly, the CX market is going through a major transformation and winners are starting to emerge with the pandemic accelerating company plans to enhance CX using all forms of outreach, including video," said Zeus Keravala of ZK Research. "When you look at Uniphore’s customer momentum over the last 12 months and see the number of agents and interactions that will be positively impacted by their AI, automation and analytics solutions, then look at their innovation engine both internally and now through acquisitions, you begin to realize this company is really well-positioned to lead and help drive this transformation." Maria Pocovi, CEO and Co-Founder, Emotion Research Lab said: "We are looking forward to this unique opportunity to join such an innovative company and work together alongside a world-class team to scale our technology for customer service." #contactcenterworld Posted by Veronica Silva Cusi, news correspondent Date Posted: Monday, January 25, 2021 About ContactCenterWorld.com ContactCenterWorld.com is the world's premier on-line resource for the call and contact center industry. This article is one of hundreds available on-line to registered members. Our resource is updated every working day and includes content from every corner of the world. If you are not a registered member go to www.ContactCenterWorld.com and register today. |