Uniphore, Sitel Group partner to transform customer experience industry via AI, Automation30/5/2020 KUALA LUMPUR, May 29 -- Uniphore and Sitel Group have partnered to combine Sitel Group’s breadth of industry experience and customer-centric approach with Uniphore’s world-class Automation and Artificial Intelligence (AI) Conversational Service Automation platform.
Through the partnership, Sitel Group and Uniphore enable over 80,000 Sitel Group associates to better meet the rapidly changing and unique demands from more than 400 clients, as well as supporting them through challenges they may face through the global pandemic and beyond. With a shared goal of delivering exceptional customer experience (CX), the two companies gather deep skills in business and technology strategy, technology development and deployment, and organisational change management to support clients through successful CX transformations. Equipped with Uniphore’s auMina™ Real Intent software, an AI-powered conversation analytics solution, Sitel’s expert agents leverage real-time insights to best inform customers’ real-intent and deliver rapid solutions that transform the customer experience on behalf of their clients. Through initial implementation of auMina™, Sitel agents saw a 40 to 50 per cent reduction in after-call work. Additionally, via integration with akeira™, Uniphore’s AI-enabled Conversational Assistant, Sitel Group is scaling CX for its clients providing real-time customer analytics to assist customers through every stage of the customer journey. This technology allows Sitel Group’s customers to reduce scaling costs by driving effective, human-like conversation to support sales and customer service functions, allowing Sitel’s agents to focus on serving customers with the human empathy needed to solve more complex problems. -- BERNAMA
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