Early Conversational Service Automation (CSA) leader Uniphore announced that it has entered into a strategic partnership with Tech Mahindra, a leading provider of digital transformation, consulting, and company re-engineering services and solutions to extend its global scope and accelerate contact center IT innovation as the industry adapts to an increasingly digitalized and remote workforce.
As part of the agreement, Tech Mahindra and Uniphore will give joint customers access to both Uniphore’s cutting-edge CSA platform and Tech Mahindra’s data and analytics expertise across various industries and verticals – taking the next generation of Customer Experience to enterprise businesses and consumers around the world.
“Customer experience is more important now than ever before. In an uncertain world, consumers need brands to address their needs quickly and efficiently,” said Umesh Sachdev, CEO, and co-founder at Uniphore.
“Every industry – from telecom to banking to retail – is thriving with opportunity in customer experience. We have already seen a trend towards digital transformation of the industry, and recent events have accelerated the need. It’s time to make sure businesses are prepared for what the future holds,” said Ritesh Idnani, President, Business Process Services, Tech Mahindra.
This relationship will have far-reaching advantages for clients that will influence not only how they do business now, but also in the long term, as they continue to adapt to the current global situation. These substantial advantages include:
Reduced Costs
By providing real-time updates and automating call summarization as part of the after-call work process, Uniphore helps contact center agents to be their best. By integrating the power of AI and Natural Language Processing (NLP) to simplify these processes and more, while closing transactions, auMina is able to minimize time and error rates, thereby improving the bottom lines of companies.
Improved Customer Satisfaction
For each user, Uniphore and Tech Mahindra are able to provide agents with customized insights. Agents can help meet the needs of their clients with better, contextualized information accessible at their fingertips. Similarly, in order to further enhance the overall experience, analytics and feedback from automated after call work can help organizations quickly recognize and fix business processes.
Better Security for Work from Home Agents
Businesses need to be able to protect agents and customers who call them, with a large number of agents no longer operating in a highly regulated call center setting. With Uniphore, customers of Tech Mahindra will have access to advanced biometrics capabilities to ensure that the correct agents login and protect everyone involved’s personal data.
“As Uniphore continues to grow, we want to empower a global business transformation in customer experience. Forming a strategic partnership with Tech Mahindra was an obvious step toward accomplishing this goal,” said Jafar Syed, Chief Growth Officer at Uniphore. “Their vast global presence, experience in key vertical markets and expertise in data and analytics, coupled with Uniphore’s unique CSA technology, will ultimately drive innovations that position businesses not just for today’s world, but for the future.”
