Uniphore, a Conversational Service Automation (CSA) firm, has entered into a multi-year, multi-million dollar strategic agreement with Tech Mahindra, a provider of digital transformation, consulting, and business re-engineering services and solutions to expand its global reach and drive IT innovation in the contact center as the industry adapts to an increasingly digitalized 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.
“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. “At Uniphore, developing innovative technology that addresses the varied needs of businesses, call center agents and consumers has been in our DNA since day one. By joining forces with one of the world’s 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.”
“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. “As part of our TechMNxt charter, we are focused on leveraging next gen technologies, and through this partnership with Uniphore we look forward to optimize business processes and lower costs, while still improving the experience for consumers.”
“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.”
Uniphore’s aims to disrupt an outdated customer service model by bridging the gap between human and machine using voice, AI and automation to ensure that every voice, on every call, is heard. It enables businesses globally to deliver customer service by providing an automation platform where digital agents take over transactional conversations from humans, coach agents during calls, and predict language, emotion and intent, all in real-time.
-AK
Arya has been a part of the Content & Research Team at Hrnxt.com. She is a keen observer of economic developments, emerging businesses, people in business and keeps a tab on latest happenings in the business environment.