Uniphore Collaborates on Future of Contact Centers | Uniphore

Uniphore Collaborates on Future of Contact Centers | Uniphore

4 min read

PALO ALTO, Calif., January 28, 2021Uniphore, an early leader in Conversational Service Automation (CSA), has teamed up with global leaders, including Idiap Research Institute and Indian Institute of Technology Madras (IITM), and has joined the World Economic Forum’s (WEF) Global Innovators Community – an invitation-only group of the world’s most promising start-ups and scale-ups that are at the forefront of technological and business model innovation.

The multiple agreements entail the development of next-generation capabilities in advanced AI, machine learning, automation, and voice and video technologies to really drive the transformation of contact centers and enterprises around the world.

Uniphore and Idiap will work together on new opportunities in both development and longer-term activities that focus on cutting-edge speech recognition algorithms, spoken language understanding, and multimodal integration of real-world signals for improved detection of emotion and other semantic and pragmatic applications. Ultimately, the application of these new capabilities will generate actionable insights to enhance customer experience (CX) and reduce costs of support.

Likewise, Uniphore also believes preparing the next generation of professionals and investing in its current workforce is an important step in ensuring a future-ready, healthy, and dynamic ecosystem. Uniphore and IITM, specifically the Telecom Center of Excellence (TCOE) are collaborating to upskill employees and better prepare students for future careers. Uniphore employees will gain access to a variety of short-term certification programs and graduate-level courses, while the institute’s students will be supported with real-world case studies and collaborative research projects. These opportunities will enable students to gain valuable experience working on transformative areas such as AI, Automation, NLP, Machine Learning and Conversational Analytics.

As a member of the World Economic Forum’s Global Innovator Community, Uniphore will help define the global agenda on key issues with a particular focus on shaping the future of technology governance – Artificial Intelligence and Machine Learning. The platform brings together key stakeholders from the public and private sectors to co-design and test policy frameworks that accelerate the benefits and mitigate the risks of AI and ML. The project areas include standards for protecting children, creating an AI regulator for the 21st century, and addressing the unique challenges of facial recognition technology.

“It is in Uniphore’s cultural DNA to innovate and collaborate; and associating with these global organizations is a testament to our core values. It will be truly exciting to see the level of scale, agility and sheer innovation that will come out of these global collaborations.” said Umesh Sachdev, CEO and Co-founder of Uniphore. “Through our initiatives with the research and educational institutes, we will not only learn from each other and drive innovation, but these relationships will help create a world-class talent pool, tasked with transforming customer experience.”

Samith Ramachandran, SVP and Head of Technology at Uniphore said, “It is exciting to see both academic and world thought leaders come together and collaborate with Uniphore. We are thrilled to have such a strong network of professionals working towards common business and societal goals. At Uniphore, we thrive on innovation and there is no better time or place to be for new ideas, and technological innovation than right here, right now.”

About Idiap Research Institute

Idiap is a non-profit foundation specialized in artificial intelligence; in particular, Idiap has expertise in automatic speech recognition, natural language understanding, computer vision, multimodal processing, biometrics, and social computing. 

About IIT Madras

Indian Institute of Technology Madras, is one of the foremost institutes in India for higher technological education, and basic and applied research. It has been ranked India’s best technical institute for higher education for the past five years by the National Institutional Ranking Framework (NIRF), an initiative of the HRD ministry and is designated as an Institution of National Importance. 

About World Economic Forum

The World Economic Forum, committed to improving the state of the world, is the International Organization for Public-Private Cooperation. The Forum engages the foremost political, business and other leaders of society to shape global, regional and industry agendas. (www.weforum.org).

About Uniphore

Uniphore is the global leader in Conversational Service Automation. The Company’s vision is to disrupt an outdated customer service model by bridging the gap between human and machine using voice, AI and automation to ensure that every voice, on every call, is truly heard. Uniphore enables businesses globally to deliver transformational customer service by providing an automation platform where digital agents take over transactional conversations from humans, coach agents during calls, and accurately predict language, emotion and intent. All in real-time. With Conversational Service Automation, enterprises can now engage their customers to effectively build loyalty, improve customer experience and realize operational efficiencies.

For more information, please visit www.uniphore.com and connect with us on LinkedIn, Twitter, Facebook, and Instagram.

For more details contact: 


Rob Barlow, Uniphore

Mobile: 408.221.1561

[email protected]

India / Asia Pacific:

Nawaz Mohammed, Uniphore,

+91 9980251596

[email protected]

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