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News : Uniphore and NTT DATA Sign Multi-year Deal to Bring Conversational Service Automation to Contact Centers

#contactcenterworld, @uniphore, @nttdataservices

In response to an increase in global demand for end-to-end customer service solutions, Uniphore, a provider in the Conversational Service Automation (CSA) space, and NTT DATA Services, a digital business and IT services provider, announced a definitive agreement to co-create new solutions to transform the customer experience market. 

By bringing the technology, skills, and experience of both companies together to solve customer challenges, large enterprises will have access to a platform with enhanced capabilities in intelligent automation, specifically suited for a new generation of contact centers. 

With this agreement, NTT DATA will be able to take full advantage of Uniphore’s Conversational Service Automation platform and apply capabilities and technology to improve both agent experience and performance. Uniphore will be able to leverage NTT DATA’s IT and business transformation expertise to improve business outcomes including increasing productivity, lowering costs and transforming the overall end-to-end customer experience.

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We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

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"Health plans are looking to enhance provider and member experience as well as reduce costs," said Tanvir Khan, Executive Vice President, Dynamic Workplace Services and Business Process Outsourcing, NTT DATA Services. "With Uniphore technology, we can do that and more, by providing actionable insights through interactions analytics. We can empower agents with real-time agent assist and drive cognitive automation through virtual agents."

"Every organization today faces significant challenges as they transform their global contact centers and our customers want experienced guides," said Umesh Sachdev, CEO and co-founder of Uniphore. "Working side by side with an industry leader like NTT DATA creates the perfect combination of technology and services to solve customer issues in new and innovative ways, which enables both consumers and business to thrive. That’s the power of the NTT DATA – Uniphore partnership."

"The market is rapidly transforming for BPOs and only those that move fast and stay ahead of the curve will thrive," said Anil Vijayan, Vice President at Everest Group. "Given the complexities faced by many organizations in transforming their customers’ experience, and the rapidly evolving landscape, you need vendors to work together to deliver solutions that aim to seamlessly bring together the best of their technology and people capabilities. This NTT DATA—Uniphore partnership is a step in this direction."

"No matter what industry or geographic region a business operates in, customers have high expectations when they reach out for support or information and at the same time, enterprises are looking to reduce costs," said Jafar Syed, Chief Growth Officer at Uniphore. "Bringing together NTT DATA’s deep expertise and Uniphore’s innovative technology platform can deliver excellent customer service and enable organizations to up level their support without incurring additional costs."

#contactcenterworld, @uniphore, @nttdataservices


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.
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Today's Tip of the Day - Partnership Tips

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

Published: Thursday, October 22, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide IVR

 
1.) 
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.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.

5.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system

6.) 
Nuxiba Technologies

CenterWare
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

7.) 
OpsTel Services

SPEED
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 Performance Monitoring

8.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 

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