Uniphore and Tech Mahindra have come together with the shared intention of driving innovation in customer experience and contact centre operations.
The multi-year, multi-million dollar strategic agreement sees Uniphore teaming up with Tech Mahindra to expand its global reach and drive IT innovation in the contact centre as the industry adapts to an increasingly digitalised and remote work friendly environment.
As part of the agreement, Tech Mahindra and Uniphore will offer joint customers access to both Uniphore's CSA platform and Tech Mahindra's data and analytics expertise across multiple industries and verticals bringing the next generation of Customer Experience to enterprise businesses and consumers around the world.
According to the company, this partnership will have benefits for customers that will impact not only how they do business now as they continue to adjust to the current global situation, but also in the long term.
This includes reduced costs, improved customer satisfaction and better security for remote workers.
For reduced costs, Uniphore delivers real-time alerts and automating call summarisation as part of the after-call work process.
By combining the power of AI and Natural Language Processing (NLP) to automate these processes and more, auMina is able to reduce time and error rates when closing out transactions ultimately improving businesses bottom lines, the company states.
On customer satisfaction, Uniphore and Tech Mahindra are able to deliver agents personalised insights for each consumer.
With better, contextualised insights available at their fingertips, agents can better address their customers needs, the company states.
Similarly, analytics and insights from automated after call work can help businesses identify and address business processes to further improve the overall experience.
As for security, with a large percentage of agents no longer working in a highly controlled call centre environment, businesses need to be able to protect agents and the consumers who call them, the company states.
With Uniphore, Tech Mahindra customers will have access to advanced biometrics capabilities that ensure the correct agents are logging in and protect the personal data of all involved.
Uniphore CEO and cofounder Umesh Sachdev says, “Customer experience is more important now than ever before. In an uncertain world, consumers need brands to address their needs quickly and efficiently.
"At Uniphore, developing innovative technology that addresses the varied needs of businesses, call centre agents and consumers has been in our DNA since day one.
"By joining forces with one of the worlds largest BPOs, we're able not only expand our reach, but also leverage the innovations Tech Mahindra's team have developed as a result of their unique expertise. We are looking forward to a long and successful relationship.
Tech Mahindra president of business process services, Ritesh Idnani says, “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. Its time to make sure businesses are prepared for what the future holds.
"As part of our TechMNxt charter, we are focused on leveraging next gen technologies, and through this partnership with Uniphore we look forward to optimise business processes and lower costs, while still improving the experience for consumers."
Uniphore chief growth officer Jafar Syed says, “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.
"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.