Uniphore, a provider Conversational Service Automation (CSA), has announced the acquisition of Emotion Research Lab, a cutting-edge video and emotion AI company.
Emotion Research Lab is a software developer that uses AI and machine learning, to identify emotion and engagement levels in real-time over video-based interactions.
When combined with Uniphore’s CSA solutions, which understands, analyzes, and automates voice conversations in real-time, Emotion Research Lab’s extensive video-focused AI capabilities will deliver new applications and experiences across the enterprise.
This is Uniphore’s second technology addition to its portfolio, having announced it acquired RPA technology in October 2020.
“Clearly, the CX market is going through a major transformation and winners are starting to emerge with the pandemic accelerating company plans to enhance CX using all forms of outreach, including video,” said Zeus Keravala of ZK Research. “When you look at Uniphore’s customer momentum over the last 12 months and see the number of agents and interactions that will be positively impacted by their AI, automation and analytics solutions, then look at their innovation engine both internally and now through acquisitions, you begin to realize this company is really well-positioned to lead and help drive this transformation.”
Maria Pocovi, CEO and Co-Founder, Emotion Research Lab said: “We are looking forward to this unique opportunity to join such an innovative company and work together alongside a world-class team to scale our technology for customer service.”
Specific financial terms and other details of the deal are not being disclosed. In addition to the intellectual property, Emotion Research Lab employees formally join Uniphore. Further, this acquisition out of Spain expands Uniphore’s global footprint and adds a European-based presence, with plans to expand in FY22 into additional European countries.
Umesh Sachdev, CEO and Co-founder of Uniphore said, “I am very excited to have Maria, Alicia and the rest of the Emotion Research Lab team join us as we work together and bring our customers the next generation of innovations in AI and automation.”
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.