KUALA LUMPUR, July 1 -- Uniphore, an early leader in Conversational Service Automation (CSA), announced it has been awarded the 2021 Frost & Sullivan Global Technology Innovation Leadership Award in Conversational Automation.
The Frost & Sullivan-authored award recognises Uniphore’s comprehensive and innovative approach to addressing customer needs with the development and support of its CSA platform via its best-in-class underlying AI technology.
The report is the result of an independent, non-sponsored evaluation by Frost & Sullivan’s analyst team and calls out Uniphore’s commitment to innovation and creativity, financial performance, operational efficiency, and growth potential, with the Award following a strong year of growth across the board for Uniphore.
“Because of the pandemic, enterprise automation has really accelerated the transformation of enterprise conversations, with a specific focus on customer experience (CX). To solve some major challenges and eliminate customer frustration across the board, we know that AI-driven conversational automation is the key,” said Uniphore CEO and co-founder, Umesh Sachdev.
According to the report, Uniphore’s comprehensive product portfolio “addresses the ongoing trend of companies seeking to simultaneously transform customer care digitally while using technology to rein in costs and boost revenue.”
In particular, the award recognises the recent additions of U-Assist Assurance – which leverages RPA technology to register promises or assurances made to customers during a call in real-time and manage the fulfillment of those promises after the call ends to ensure they are kept – and U-Trust – a voice biometric-based solution that provides agent authentication and secures sensitive customer data during an interaction.
“Uniphore has been at the forefront of conversational automation for years and continues to impress,” said Frost & Sullivan Industry Director, Information & Communications Technologies, Nancy Jamison.
According to a statement, Uniphore is already on track for another strong year and expects to have US$100 million in contracted annual recurring revenue and hire more than 300 employees in fiscal 2022 based on a forecast of continued hypergrowth. (US$1 = RM4.155)
-- BERNAMA
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