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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. 

"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.
Company RSS Feed   Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

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 - Network Usage Guidelines

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

Published: Thursday, October 22, 2020

Printer Friendly Version Printer friendly version

2020 Buyers Guide Knowledge Management

 
1.) 
3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

3.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.
PH: 425-649-1246

4.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

5.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.
PH: 18442077999

6.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
PH: 1-888-827-3918

7.) 
Synthetix

Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
PH: +441279 5555 80
 

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