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News : Uniphore Adds Robotic Process Automation Technology to its Arsenal

#contactcenterworld, @uniphore, @nttdataservices

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. 

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"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!"

#contactcenterworld, @uniphore, @nttdataservices

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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About NTT DATA:
Company LogoNTT DATA is a business and IT services provider and global innovation partner with 80,000 professionals based in over 40 countries.
Company RSS Feed   Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Who Do You Want?

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

Published: Thursday, October 22, 2020

Printer Friendly Version Printer friendly version

2022 Buyers Guide Automated Call Distributors

 
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.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.

3.) 
voiptime

Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
(read more)
 

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