Palo Alto, CA, USA & Valencia, Spain, Jan, 2021 -- Uniphore, a provider in Conversational Service Automation (CSA), announced the acquisition of Emotion Research Lab, a video and emotion AI company. Emotion Research Lab is a software developer that uses AI and machine learning, to identify emotion and engagement levels in real-time over video-based interactions.
When combined with Uniphore’s CSA solutions, which understands, analyzes, and automates voice conversations in real-time, Emotion Research Lab's video-focused AI capabilities will deliver entirely new applications and experiences across the enterprise. Combining voice and video AI with automation and machine learning will open up new use cases, including customer experience, sales, marketing, HR and other critical areas of business.
"Today we welcome the Emotion Research Lab family to Uniphore and celebrate the addition of not only cutting-edge technology to our portfolio, but a very talented team of professionals who will add high voltage charges to the Uniphore innovation engine. This current pandemic has reshaped traditional customer service and has universally increased the use of video across a range of applications," said Umesh Sachdev, CEO and Co-founder of Uniphore. "I am very excited to have Maria, Alicia and the rest of the Emotion Research Lab team join us as we work together and bring our customers the next generation of innovations in AI and automation."
"Clearly, the CX market is going through a major transformation and winners are starting to emerge with the pandemic accelerating company plans to enhance CX using all forms of outreach, including video," said Zeus Keravala of ZK Research. "When you look at Uniphore’s customer momentum over the last 12 months and see the number of agents and interactions that will be positively impacted by their AI, automation and analytics solutions, then look at their innovation engine both internally and now through acquisitions, you begin to realize this company is really well-positioned to lead and help drive this transformation."
Maria Pocovi, CEO and Co-Founder, Emotion Research Lab said: "We are looking forward to this unique opportunity to join such an innovative company and work together alongside a world-class team to scale our technology for customer service."
Posted by Veronica Silva Cusi, news correspondent
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.
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