To stay competitive and build operational efficiencies, contact centers have long turned to business process outsourcers (BPOs) to better perform on a global level. Now, with the current pandemic accelerating the transition to remote contact center work environments, combined with a steady movement of customer care operations to the cloud, the need for BPOs and systems integrators to work with leading technology providers to deliver digital transformation takes on greater importance.

To that end, last week Uniphore announced a partnership with global business process management company, WNS. Based in Mumbai, India with 44,000 employees, WNS recently launched its digital CX solution, Expirius, that will now leverage Uniphore’s AI and automation capabilities. As a leader in Conversational Service Automation, Uniphore’s core technologies in contact center operations, voice biometrics, and conversational AI will help WNS to differentiate its solutions for targeted vertical industries.

In a conversation with Jafar Syed, chief strategy and growth officer with Uniphore, he described the non-exclusive partnership with WNS as a “means to obtain unique differentiators and a competitive edge.” The two companies plan to “co-create, co-innovate, and develop joint IP.” As part of Experius, the Uniphore applications will sit atop proprietary resources to address agent productivity, customer experience, and agent assist. These capabilities should be of particular interest to banking, insurance, and healthcare customers.

The WNS partnership comes on the heels of an announcement earlier this year between Uniphore and Sitel Group. As a global CX management leader, Sitel has 30+ years of experience in delivering omnichannel experiences through voice, chat, and social media to more than 400 clients. This agreement leverages Uniphore’s conversational analytics solution, auMina, to order to glean real-time insights into customer intent and integrates akeira™, Uniphore’s AI-enabled intelligent assistant, to improve customer self-service and reduce agent handling time.

Another key differentiator in Uniphore’s suite of Conversational Service Automation capabilities is focused on use cases for trust and security. The platform is built to authenticate agents in order to guarantee secure, remote workforce management. Additionally, in working with a BPO partner, Uniphore has solved for a telehealth use case about “payment integrity.” The system can listen into payment claims to distinguish genuine transactions from fraudulent activities to eliminate lost revenue.

Together, Uniphore’s increased alliances with BPOs shows the promise of establishing an architecture that supports “secure, trusted agents.” This has the opportunity to show real business value as an integral part of BPO offerings.

Categories: Conversational Intelligence, Intelligent Assistants, Intelligent Authentication, Articles