Palo Alto, CA, USA, Oct 20, 2020 -- Uniphore, a provider in the Conversational Service Automation (CSA) space, announced that it acquired a third party license for Robotic Process Automation (RPA) technology from NTT DATA to drive innovation, quicken time-to-market and deliver intelligent front office automation for modern contact centers.
This technology deal is one of many components of the global strategic alliance announced earlier between the two companies that deliver solutions to transform the customer service market. NTT DATA will continue to own this software and sell RPA services for contact centers.
Uniphore plans to integrate this RPA technology with its CSA platform to develop capabilities that automate the front office. By combining unattended and attended RPA capabilities along with Uniphore’s AI and machine learning capabilities, Uniphore’s engineers are developing solutions for both existing and new use cases.
"Over the past several years, Uniphore has been delivering market-leading capabilities which automate important processes and leverage AI to solve the problems of large customer service environments," said Umesh Sachdev, CEO and co-founder of Uniphore. "With RPA modules now part of our innovation engine, we will rapidly expand our offerings, which will transform the customer service market and virtually eliminate the costly and frustrating experience of being put on hold."
"In today’s business environment, automation has become essential to survival. When automation happens, it frees up people to focus on innovation and ingenuity," said Tanvir Khan, Executive Vice President, Dynamic Workplace Services & Business Process Outsourcing, NTT DATA Services. "We see this deal with Uniphore as a win-win because new solutions will enable our agents to be more effective on the front lines while helping organizations accelerate their digital transformation and ultimately deliver new customer experiences."
"By adding RPA technology to their innovation engine, Uniphore is in a leadership position and capturing the next market transition in the voice sector. No other company has the breadth and depth of Uniphore in terms of real-time AI solutions, intelligent automation capabilities, machine learning expertise, and geographic reach," said John Chambers, former Executive Chairman and CEO of Cisco and current founder and CEO of JC2 Ventures, an early backer of Uniphore. "By integrating these technologies, Uniphore will become an even more powerful partner as enterprises continue to accelerate their customer service digital transformation initiatives. Congratulations to Umesh and the entire Uniphore team on this transformative announcement!"
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.
About NTT DATA:
NTT DATA is a business and IT services provider and global innovation partner with 80,000 professionals based in over 40 countries.
Published: Thursday, October 22, 2020
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