Uniphore accelerates global contact centres innovation via RPA technology

 KUALA LUMPUR, Oct 20 -- Uniphore, an early market leader in the Conversational Service Automation (CSA) space, has acquired an exclusive third party licence for Robotic Process Automation (RPA) technology from NTT DATA.

This is to drive innovation, quicken time-to-market and deliver intelligent front office automation for modern contact centres, whereby NTT DATA will continue to own this software and sell RPA services for contact centres, according to a statement.

This technology deal is one of many components of the global strategic alliance announced earlier between the two companies that deliver solutions to transform the US$470 billion customer service market. (US$1 = RM4.14)

Uniphore plans to integrate this RPA technology with its CSA platform to develop first-of-its-kind capabilities that automate the front office.

By combining unattended and attended RPA capabilities along with Uniphore’s AI and machine learning capabilities, the company’s engineers are developing industry first solutions for both existing and new use cases.

Enterprise organisations will now be able to rapidly scale customer service operations, reduce operating costs, boost agent productivity and satisfaction while providing an entirely new, conversational, ‘hold-free’ and ‘error-free’ customer experience.

While specific terms of the deal will not be disclosed, the RPA solution Uniphore now has delivered the capability to design, build, deploy and integrate attended and unattended RPA bots with its CSA platform.

These capabilities will open new opportunities to address key vertical markets that currently struggle with ongoing, repetitive, large-volume and mundane tasks.

More details at www.uniphore.com.

-- BERNAMA