ISG Partners with Uniphore to Bring the Benefits of Contact Center AI to Customers, CIOSEA News, ETCIO SEA

ISG automationintelligent pure-play automating the activity of the information services group (ISG) (Nasdaq: III), a leading global technology research and advisory company, today announced that it has expanded its partner ecosystem by forming a Partnership with uniphorusone of the main suppliers of Conversational AI and business automation software.

As part of this new partnership, ISG Automation is named a preferred implementation partner for the Uniphore family of conversational AI and automation solutions for contact centers. ISG Automation will offer these software applications to its customers, while Uniphore’s customers, in turn, will be able to benefit from the strategydesign and implementation services offered by ISG Automation.

“Conversational AI is revolutionizing the contact center industry with real-time, contextualized engagement support for agents, better outcomes and greater customer satisfaction,” said Chip Wagner, CEO of ISG Automation. . “We are delighted to partner with Uniphore to offer our customers their market-leading software and solutions.”

Uniphore’s contact center solutions include U-Assist In-Call, an advanced agent assistance solution that provides real-time agent guidance, including identifying the next best action steps, through the use of AI-powered customer intent and sentiment analysis, as well as workflow automation. powered by assisted RPA (robotic process automation). Another solution, U-Assist Aftercall, saves agents valuable time by summarizing the call and ensuring that all promises made during the call are captured and delivered.

ISG Automation customers are already expressing their interest in Uniphore U-Assist solutions. Uniphore customers on average see a 50% reduction in average handle time, an 80% reduction in agent errors, and a 40% reduction in agent training time, among other benefits.

Founded in 2008, Uniphore is based in Palo Alto, California, with offices in the United States, Singapore, India, Japan, Spain and Israel. The company’s products help tens of thousands of customer service agents worldwide support millions of customer interactions per month.

“We are proud to partner with ISG Automation, a leading intelligent automation advisor, to bring the power of conversational AI and workflow automation to contact centers around the world,” said Umesh Sachdev, co-founder and CEO of Uniphore. “Leveraging our dual capabilities, we look forward to a strong and growing partnership that will help our joint customers reduce operating costs and increase the value they deliver to their customers in every contact center experience.”

ISG Automation’s alliance with Uniphore is part of its strategy to partner with the world’s leading providers of automation software and solutions to bring the benefits of intelligent process automation to its customers.

ISG Automation is ISG’s pure-play intelligent automation unit with a comprehensive portfolio of services including automation assessments and strategy, proof of concept deployments, implementation and integration of software robots, creating centers of excellence to scale automation, as well as training and managed services. To learn more about ISG Automation, visit this webpage.