Uniphore adds new solutions to improve contact center experience for employees and customers
Uniphore, a provider of software for conversational service automation, has rolled out the new U-Trust portfolio and U-Assist Assurance solution to its portfolio. With these new solutions, Uniphore says, customers will be better able to support call center agents and operations, while building trust with consumers and delivering a better overall customer experience.
The solutions are focused on improving and optimizing contact center interactions from start to finish, strengthening the connection between front-end customer experience and backend fulfillment through robotic process automation (RPA) and improving contact center security through agent verification and data security.
“A better customer experience comes when people and technology work together. Our end goal is to optimize every conversation and improve both the customer and agent experience. With these additions to our portfolio, Uniphore is delivering on its mission and directly addressing the critical needs of call center agents, businesses and consumers,” said Umesh Sachdev, CEO and co-founder of Uniphore. “The world has changed for call center operators with surging demand and a shift to remote workforces. Our team is focused on delivering solutions with market-changing innovation. These products are the first of their kind and I’m proud of the team’s ability to innovate with speed based on evolving customer needs.”
According to the company, U-Assist Assurance enables contact centers to save time, money and improve customer satisfaction rates—all automatically. Using RPA technology, U-Assist Assurance tracks promises and commitments made by agents in real-time during the call, aligns expectations with the customer immediately following the call, and manages fulfillment post-call.
U-Assist Assurance marks the first RPA-driven application in the Uniphore product suite following its acquisition of RPA technology from NTT DATA late last year.. The product will be available in the second half of 2021.
The U-Trust portfolio includes two distinct solutions: U-Trust Agent, a verification solution that uses a unique voiceprint to authenticate agents and U-Trust Environment, which protects sensitive customer data. This new portfolio is the first comprehensive solution to deal with trust and security concerns and brings critical and powerful tools to contact centers who have faced huge challenges transitioning their agents from secured physical locations to a remote work environment. These solutions help mitigate costly security risks and bring peace of mind to both customers and businesses.
With more agents working remotely, many companies, and business process outsourcers in particular, need to ensure that their trained and experienced agents are the ones actually handling customer calls using voice biometrics.
U-Trust Agent uses real-time agent verification using voiceprints continuously through the entire agent shift, eliminating fraud and ID issues. The product is available today, is language independent and available worldwide.U-Trust Environment builds on agent verification to offer a greater layer of security to protect sensitive customer information by ensuring that agents cannot see or hear sensitive customer data. The product will be available later this year, worldwide.
For more information, visit www.uniphore.com.