Market data shows that organizations increased their reliance on contact center agents to service customer needs remotely as the pandemic forced people to work from home. Now, call centers are expected to increase in importance in 2021 as consumers look for support for COVID vaccines, travel, employment, and benefits.
To deal with the increase in reliance on call centers and center agents, a new emerging trend of conversational service automation (CSA) solutions has emerged. CSA uses the power of AI to help enterprises deliver transformational customer service experiences, through a combination of conversational analytics, data analytics, voice bots, IVR systems, security, Robotic Process Automation (RPA), and customer feedback history.
One company riding this wave is Uniphore, the Palo Alto-based company that offers an AI-based conversational service automation platform that changes the way enterprises engage with their customers.
In the last year, Uniphore won significant deals including some of the world’s largest telecom providers, insurance companies, and financial service organizations. The company has also attained customer contracts with customer experience (CX) providers including Tech Mahindra, NTT DATA, Sitel, Firstsource, and WNS. These deals and others can support over 75,000 customer service agents who can handle approximately 160 million engagements every month.
An early leader in CSA, Uniphore just announced that it has raised $140 million in Series D funding, led by U.S.-based investment firm Sorenson Capital Partners, bringing the total funds invested in the company to $210 million.
New investors including Serena Capital and Sanabil Investments, and strategic investor, Cisco Investments has also participated as a part of this round, along with existing investors, March Capital Partners, National Grid Partners, Chiratae Ventures, Iron Pillar Fund, and Sistema Capital.
Uniphore is set to use the funding to extend its focus on video-based AI applications as it looks to increase growth. It also hopes to bolster its product suite in domains of trust, security, and RPA.
With the market for digital transformation accelerating, Uniphore has announced several strategic partners and customers this past year. These wins essentially enable Uniphore solutions to empower and improve hundreds of millions of customer engagements with its innovative AI and automation software. Uniphore’s solutions help organizations manage and analyze contact center engagements, providing a better customer experience, and ultimately driving better business results.