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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.

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 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 - Have Some Fun

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

Published: Friday, April 15, 2022

Printer Friendly Version Printer friendly version

2023 Buyers Guide IVR

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.

5.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system

6.) 
Nuxiba Technologies

CenterWare
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

7.) 
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

8.) 
PEC Telecom

Virtual Phone Numbers (DID) and Business VoIP Phone Service
Whether a customer is running a Call Center business, an IVR system to take phone orders or a voice mail service bureau, he still needs inbound lines and access numbers (DIDs). These lines and DIDs give customers the ability to call in and use the service. Traditionally, these lines and DIDs were obtained through the local telephone company (i.e. Verizon, AT&T or Time Warner) and a company could only purchase numbers with area codes in the region the system resided. With VoIP, this has changed.

DID Live is an IP DID service that allows you to accept incoming calls via VoIP as an alternative to standard digital or analog lines. The service provides the same quality of sound you expect from...
(read more)

9.) 
Pointel

Voice self-service can reduce cost and improve customer satisfaction. As with every system implementation, it is not the software, but the implementation that will define the success of the project. This also holds true for self-service implementations. Pointel follows a unique and proven process to implement voice self service. This process has been fine-tuned through years of experience implementing contact center and self-service applications. Pointel can design and develop solutions that will meet and exceed our client’s voice application needs. With several years of experience in Genesys GVP(Genesys Voice Platform) implementation and integration, Pointel can provide an integrated voice...
(read more)

10.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 

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