Palo Alto, CA, USA, Jan 28, 2021 -- Uniphore, a provider in Conversational Service Automation (CSA), announced the addition of its new U-Trust portfolio and U-Assist Assurance solution to its portfolio. With these new solutions, Uniphore customers will be better able to support call center agents and operations, while building trust with consumers and delivering a better overall customer experience.
Uniphore’s new solutions are focused on improving and optimizing contact center interactions from start to finish, strengthening the connection between front-end customer experience and backend fulfillment through Robotic Process Automation (RPA) and improving contact center security through agent verification and data security.
"A better customer experience comes when people and technology work together. Our end goal is to optimize every conversation and improve both the customer and agent experience. With these additions to our portfolio, Uniphore is delivering on its mission and directly addressing the critical needs of call center agents, businesses and consumers," said Umesh Sachdev, CEO and Co-Founder of Uniphore. "The world has changed for call center operators with surging demand and a shift to remote workforces. Our team is focused on delivering solutions with market-changing innovation. These products are the first of their kind and I’m proud of the team’s ability to innovate with speed based on evolving customer needs."
"Pandemic-driven lock downs and work-from-home contact centers created opportunities for conversational AI to demonstrate its worth, but success depends on following a strategy that embraces Conversational Service Automation," explained Dan Miller, lead analyst at Opus Research. "CSA, as put into practice by Uniphore with U-Assist, integrates RPA, elements of AI and analytics to ensure that agents fulfill the promises they make to customers. I think of it as a first instance that defines how RPA applications will be infused with AI to improve both agent and customer experience."
This offering marks the first RPA-driven application in the Uniphore product suite following its acquisition of RPA technology from NTT DATA late last year. The product will be available in the second half of 2021.
With more agents working remotely, companies – Business Process Outsourcers in particular -- need to ensure that their trained and experienced agents are the ones actually handling customer calls using voice biometrics.
"Within the contact center, companies often walk a fine line between using a carrot or a stick approach to handling agents. While the vast majority of agents are trustworthy professionals who are proud of their role in supporting customers with integrity, work-from-home poses new risks to organizations, the agent staff and the customers they serve. One data breach reflects poorly on the brand and can have a significant detrimental impact whether because one person impersonates an agent or data is not protected in the exchange," said Mary Wardley, Program Vice President, Customer Care and CRM at IDC. "The pandemic has pushed technology into areas that have been of lower focus because there was physical oversight. U-Trust Agent in particular brings confidence to the customer that they are engaging with authorized personnel from the brand."
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.
Published: Friday, January 29, 2021
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