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News : Uniphore Acquires Emotion Research Lab and Adds Video AI Capabilities to Its Portfolio

#contactcenterworld, @uniphore

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."

#contactcenterworld, @uniphore

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


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 - Where Is The Problem?

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

Published: Monday, January 25, 2021

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2021 Buyers Guide Automation

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

4.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

5.) 
OpsTel Services

SPEED & PLUS
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 Perfor...
(read more)
 

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