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."
Posted by Veronica Silva Cusi, news correspondent
About Firstsource Solutions:
Firstsource 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.
About Uniphore Software Systems:
Uniphore is the global provider in Conversational Service Automation with offices in the U.S., India, and Asia. The Company’s vision is to disrupt an outdated customer service model by bridging the gap between human and machine using voice, AI and automation. So that every voice, on every call, is truly heard. Uniphore enables businesses globally to deliver transformational customer service by providing an automation platform where digital agents take over transactional conversations from humans, coach agents during calls, and accurately predict language, emotion and intent. All in real-time. Conversational Automation & Analytics, Conversational Assistant and Conversational Security elevate how enterprises support and engage their customers, build loyalty and realize efficiencies.
Published: Monday, November 9, 2020
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