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News : Firstsource Partners with Uniphore to Deliver Customer Experience

#contactcenterworld, @firstsource, @uniphore

Louisville, KY & Palo Alto, CA, USA, Nov, 2020 -- Firstsource Solutions Limited (NSE: FSL, BSE:532809), a global provider of Business Process Management (BPM) services and a RP-Sanjiv Goenka Group company, announced a strategic partnership with Uniphore, a global provider in Conversational Service Automation (CSA), to utilize its platform as an important component to Firstsource’s Digitally Empowered Contact Center (DECC).

The agreement centers on both Firstsource and Uniphore bringing together global expertise, deep domain experience, and technology to deliver enhanced Customer Experiences (CX). 

"Business landscape is changing rapidly, and organizations need to deliver new and innovative CX capabilities to stay ahead constantly. Our DECC solutions fueled by Uniphore’s Conversational Service Automation platform will help our clients deliver seamless customer experiences that will become a strategic advantage for them and positively impact their bottom line," said Venkatgiri Vandali, President, Health Plan and Healthcare Services, Firstsource.

"No matter what industry you are in, your customers expect you to be able to address their needs quickly and efficiently. The combination of Firstsource’s people and process expertise combined with Uniphore’s innovative technology will deliver a truly unique experience. Automation technology helps reduce handle time and delivers a co-pilot like assistance to associates to address customer needs," said Umesh Sachdev, CEO, and Co-founder of Uniphore.

"Bots are adept at identifying patterns across a customer base and make recommendations based on customer sentiments and the business context. Human conversations become more efficient and meaningful as the bots pick up mundane, repetitive tasks, offering 24/7 support, and making insightful recommendations freeing up agents to handle complex conversations. Combining the best of what humans and technology have to offer can maximize business impact," said Sundara Sukavanam, Chief Digital Officer, Firstsource.

Firstsource’s Digitally Empowered Contact Center offers the future of Customer Experience and a path to get there. Tools like Uniphore’s auMina will help associates address customers’ real-intent and harness advanced capabilities to transform experiences.

"If businesses want to not only survive but thrive in the new normal, they need to find ways to build frictionless customer experiences," said Jafar Syed, Chief Growth Officer, Uniphore. "To deliver this, organizations can leverage Firstsource experts along with state-of-the-art AI and automation technology from Uniphore to deliver seamless customer experiences, while saving money."

#contactcenterworld, @firstsource, @uniphore.

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About Firstsource Solutions:
Company LogoFirstsource employs nearly 27,000 worldwide at 46 centers in the U.S., United Kingdom, India, the Philippines and Sri Lanka, serving more than 100 clients in the banking, insurance, health care, media and telecommunications industries, including 21 companies in the Fortune 500.
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About Uniphore Software Systems:
Company LogoUniphore is the global provider in Conversational Automation. Every day, billions of conversations take place across industries — customer service, sales, HR, education and more. Whether they are human to human, human to machine or machine to machine, conversations are at the heart of everything we do, and the new currency of the enterprise. At Uniphore, we believe companies that best understand and take action on those conversations will win. We have built the most comprehensive and powerful platform that combines conversational AI, computer vision, emotion and tonal analysis, workflow automation, and RPA (Robotic Process Automation) with a business-user-friendly UX in a single integrated platform to transform and democratize customer experiences across industries.
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Today's Tip of the Day - Make Training Fun

Read today's tip or listen to it on podcast.

Published: Monday, November 9, 2020

Printer Friendly Version Printer friendly version

2023 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

3.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
 

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