Conversational Automation with Uniphore and Amazon Web Services (AWS)

Unlock the value of every conversation

Advanced Technology Partner in the AWS Partner Network specializing in customer service solutions with Amazon Connect for call centers.

Transform Customer Experience with Uniphore on AWS

As more companies are moving to the cloud for its agility, scalability, ease of management, and availability of new technologies, it’s important to choose a conversational AI and automation platform that is designed for use in the cloud and covers the entire customer-agent journey.

Uniphore is integrated with Amazon Connect. By using Amazon Connect Contact Flow, calls can easily be answered by U-Self Serve, Uniphore’s intelligent voice assistant. U-Self Serve can understand customer intent and resolve issues automatically. U-Self Serve leverages Amazon Polly to power its text-to-speech capability to communicate with customers using natural language. If a human touch is needed, U-Self Serve can transfer the call at any time to a live agent.

Once the call is transferred, Uniphore’s real-time agent guidance solution, U-Assist, can listen to the call and guide agents at every turn during the conversation while automatically generating after call summaries. U-Assist’s features are enabled by a pre-built Amazon Connect integration that provides Uniphore access to real-time audio and agent event streams using Amazon’s Kinesis data stream.

After the customer support call is completed, U-Analyze is leveraged for quality management and speech analytics. U-Analyze allows businesses to analyze 100% of all customer interactions across voice, chat and email to ensure that quality and compliance requirements were met. Audio data from call recordings is streamed to Amazon S3 through Amazon Kinesis. Uniphore’s automatic speech recognition (ASR) engine translates the recorded audio data into text and natural language understanding (NLU) is used to interpret the call. Uniphore’s artificial intelligence (AI) intelligently samples the most important calls for quality managers to review while also mining customer conversations for patterns, keywords, topics, sentiment and potential issues that can help reduce customer churn and increase ROI.

Uniphore on Amazon Connect Gives You Full Flexibility on How You Optimize Your Call Center

Amazon Connect is an easy-to-use omnichannel cloud contact center that helps you provide superior customer service. Out of the box, Amazon Connect lets you build reliable and inexpensive automatic calling services on AWS. Uniphore brings Amazon Connect to the next level by giving customers a better customer engagement platform with intelligent, next-generation self-service capabilities, real-time agent guidance, shared flows and business logic, and multi-intent call categorization and disposition. With Uniphore on Amazon Connect, customers can dramatically reduce customer hold times, abandonment rates, average handling times, agent onboarding times, manual after-call work, and error rates—all while improving first contact resolution and the overall agent and customer experience.

Uniphore on Amazon Connect Gives You Full Flexibility on How You Optimize Your Call Center

See the Amazon Connect Architecture on AWS

U-Self Serve Amazon Integration

A diagram of the azure cloud platform showcasing its connectivity.

U-Assist Amazon Integration

This diagram illustrates the Amazon Connect architecture.

U-Analyze Amazon Integration

Flow diagram illustrating the integration of Amazon Connect, a cloud-based contact center, with AWS services for customer service software data analysis.

Find out how to choose the right
Conversational Automation for your call center


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1 Amazon Connect