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News : Mindfields and Uniphore Announce Partnership to Hyperautomate Contact Centers Beyond RPA

#contactcenterworld, @Mindfieldsgbl, @uniphore

Sydney, Austrlia, Apr 13, 2022 -- Mindfields, a global Hyperautomation advisory firm, announced it has partnered with Uniphore, a provider in Conversational Automation. The partnership will enhance Mindfields’ offerings, thereby enabling the company to facilitate its clients move into the next phase of conversational automation.

The partnership will empower organisations to:

Transform customer engagement experience with conversational automation, analytics, and conversational security
Manage uncertainty in the current COVID environment Optimise investments in existing and emerging technologies

Conversational automation will empower businesses to improve customer satisfaction and loyalty, helping them remain competitive in a challenging business landscape. It will expediate the process and make the business case more feasible to re-shore call centre departments and customer touchpoints during and post COVID scenarios. It will allow enterprises to improve overall customer experience and drive better business outcomes.

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INVITATION

We invite you and your colleagues to join us LIVE as we take the highest rated industry conference back on the road in 2022 - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

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The current shortage and available talent is an area of concern for many. An AI-powered, automated conversational system can assume heavy-lifting from agents while contact centres remain understaffed and under duress.

Mohit Sharma, Founder and Executive Chairman of Mindfields said, "We are very excited to partner with Uniphore. With Uniphore’s conversational automation platform we can help our clients move beyond Robotic Process Automation (RPA) to hyperautomation with agent training, sentiment prediction, voiceprint security, summaries and more. This way clients can supplement their current engagement for superior customer interactions for both outsourced and captive processes."

"Today consumers want faster resolution, leading to rapid change in business landscape and adoption of technology by enterprises to enhance customer experience. Covid-19 has further intensified the need for AI and automation to keep up with consumer demands that need to be addressed in real-time to ensure brand loyalty," said Ravi Saraogi, Co-founder & President (APAC), Uniphore. "Our partnership with Mindfields strengthens our local partner ecosystem; improves customer experiences and assists contact center agents to perform better."

#contactcenterworld, @Mindfieldsgbl, @uniphore

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


About Mindfields:
Company LogoFounded in 2006, Mindfields is a hyperautomation advisory firm with presence in APAC and the US. Mindfields was the first mover in the RPA space and the first to implement the UiPath and Automation Anywhere platforms.
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About Uniphore Software Systems:
Company LogoUniphore 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.
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Today's Tip of the Day - Recruit By Phone

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

Published: Friday, April 15, 2022

Printer Friendly Version Printer friendly version

2022 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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