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News : Sitel Group, Uniphore Partner to Transform the Customer Experience Industry Through AI and Automation

#contactcenterworld, @sitel_worldwide, @uniphore

Palo Alto, CA, USA, May 27, 2020 -- Uniphore, a provider in the Conversational Service Automation (CSA) space, and Sitel Group, a global customer experience (CX) management provider, announced they have partnered to combine Sitel Group’s breadth of industry experience and customer-centric approach with Uniphore’s Automation and Artificial Intelligence (AI) CSA platform to transform the customer experience and enable tailored and powerful solutions for Sitel Group’s customers around the globe.

More than ever, AI, Machine Learning and Automation play an increasingly critical role in every aspect of business, especially in customer service. Through the partnership, Sitel Group and Uniphore enable Sitel Group associates to better meet the rapidly changing and unique demands from clients, as well as supporting them through challenges they may face through the global pandemic and beyond.

"As a global CX leader, our goal is to continue to redefine what superior customer experiences look like and help our clients deliver those solutions to their customers," said Ryan Maund, Chief Product & Innovation Officer, Sitel Group. "Through our partnership with Uniphore, Sitel agents will be able to improve productivity in real-time, transforming experiences to adapt to changing needs and keeping the focus on what matters most: the customer."

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"Now, more than ever, companies need to deliver next-generation customer experiences, which starts with listening to their voices effectively and efficiently," said Umesh Sachdev, CEO and Cofounder of Uniphore. "Working with Sitel Group’s experts, including their world-class service and delivery teams, our innovative AI and automation solutions will help each Sitel agent deliver better CX to not just meet, but exceed global customer expectations."

Equipped with Uniphore’s auMina™ Real Intent software, an AI-powered conversation analytics solution, Sitel’s expert agents leverage real-time insights to best inform customers’ real-intent and deliver rapid solutions that transform the customer experience on behalf of their clients. The technology helps agents increase efficiency in calls by automating call summarization and reducing after-call work (ACW), allowing agents more time to focus on creating an emotional connection with the customer and delivering best-in-class CX. Through initial implementation of auMina™, Sitel agents saw a 40-50% reduction in ACW.

Additionally, via integration with akeira™, Uniphore’s AI-enabled Conversational Assistant, Sitel Group is scaling CX for its clients providing real-time customer analytics to assist customers through every stage of the customer journey. 

"The Business Process Outsourcing industry has a massive opportunity in front of them and needs to be equipped with the latest AI and Automation technology in order to thrive in today’s unique environment," said Jafar Syed, Chief Growth Officer at Uniphore. "Uniphore is pleased to be able to partner with Sitel and provide these intelligent automation tools in order to help them deliver their expertise in digital transformation to their global customers."

"Sitel Group continues to invest in collaborative supplier innovation and co-creation programs in an effort to provide the best customer experience services for our clients," said Cris Kuehl, VP, Analytics & Client Insights, Sitel Group. "This partnership further demonstrates Sitel Group’s commitment to expanding our roster of innovative tools and resources to create value for our clients and the customers they serve."

#contactcenterworld, @sitel_worldwide, @uniphore

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


About Sitel:
Company LogoWe are a global outsourcing provider of customer experience management with 150 offices across 25 countries and more than 75,000 associates speaking 48 languages. Our contact center associates deliver customer experiences every day. We are here to help you with any business process outsourcing needs you might have.
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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.
Company RSS Feed   Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Motivating Agents With No Money!

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

Published: Thursday, May 28, 2020

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2020 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix
Cloudonix provides businesses with software development tools (APIs/SDKs) enabling contextual communications, using existing communications tools and workflows.
Connect your website or mobile APP directly to your call or contact center, keeping the context of who the caller is, why they are calling, and how they got to you as part of the call.

3.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions
PH: +34 952 667 511

4.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)
PH: 7608463385
 
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