Probe CX and Uniphore:

Conversational AI and Automation Solutions

The UNITE Partnership between Uniphore and Probe CX combines Uniphore’s AI and automation-driven technology with Probe CX customer experience and digital transformation capabilities and expands Uniphore’s footprint in the Asian-Pacific region.

Uniphore and Probe CX jointly transform customer experiences and improve service outcomes by supporting:

360-degree view of the customer

Intelligent automation for customer management and customer service

Problems We Solve

Probe CX brings Uniphore’s cutting-edge solutions to its clients to solve business and customer service challenges by understanding not only what customers are saying, but how they say it. Organizations that use Uniphore and Probe CX solutions gain a full view of the customer and communicate with customers through multiple channels, reaching them anytime, anywhere, in any way.

Problem: Being Always Available
Customers expect to be able to engage with companies on their terms, any time of the day or night.

Solution: From automation to augmentation, Probe CX harnesses an AI-first mindset underpinned by analytics, design thinking, and an agile approach to help shape better relationships with customers in the digital world.

Problem: Agent Stress
When call volumes spike, agents get overworked, leading to attrition.

Solution: IVR and NLP enable artificial intelligence to automate many conversations, allowing agents to focus on complex queries and issues.

Problem: Knowing the Customer
Customer experience strategies may rely on guesswork and require agents to spend time on the call learning about the customer.

Solution: Business intelligence and data analytics generate deep insights for a complete understanding of the customer that leads to personalized experiences.

Business Benefits

Uniphore and Probe CX offer conversational AI solutions that complement each other, making agents’ jobs easier and enhancing customer experience through
  • Intelligent Automation
  • Business Insight and Analytics
  • IVR and NLP Technology

Watch the video “Uniphore and Probe CX: Transforming the Customer Experience” to find out more about how Uniphore and Probe CX team up to help companies meet CX challenges.

Probe CX: Next-Generation Customer Experience

With more than 18,000 staff members across five countries, Probe CX is a leading customer experience and digital transformation organization that specializes in:

Outsourcing

Strategy

Technology

Business insights and analytics

Customers that partner with Probe CX for customer experience benefit from:

18,000+ Team Members1
5 Strategic Locations1
40+ Years of Experience1
18 Industry Awards1
1 Promise to Do It Better1
2008

Established in 2008

700

Over 700 employees

$400M

Received $400M in investment in 2022 (the latest in the industry)2

Uniphore: Where every conversation is truly heard and understood.

Uniphore is the global leader in Conversational Automation. We have built the most comprehensive and powerful platform that combines conversational AI, emotional AI, and Robotic Process Automation (RPA) with a business-user-friendly UX in a single integrated platform to transform and democratize customer experiences across industries.

Uniphore has earned awards from some of the top technology research and consulting companies, including:

IDC Logo
...and more!

Industries Supported

Telecommunications

For telecommunications, Uniphore and Probe CX team up to:

  • Guide the digital transformation of the contact center
  • Boost back-office efficiency, productivity, and accuracy
  • Promote a 360-degree mindset for customer experience

Conversational AI and automation can be used to:

  • Empower customers to self-serve
  • Navigate credit and collections conversations
  • Handle high call volumes
  • 90+ Clients with customers in 21 countries3
  • 30 Delivery centers across 5 countries3
  • 40+ Years of delivering contact center success3

Discover more ways to enhance telecommunication services with AI and automation. Read the Uniphore Telecommunications eBook.

Banking and Finance

Uniphore and Probe CX help companies in the financial services industry:

  • Keep up with the pace of digital transformation in the industry
  • Handle huge spikes in contact center volumes
  • Show the path to better business and digital strategies
  • Give customers the confidence to embrace self service
  • Devote attention and care to credit and collections calls

Find out more about the role of conversational AI in finance. Read the blog “How Conversational AI Is Redefining the Financial Services Industry.”

Healthcare and Insurance

Uniphore and Probe CX empower healthcare organizations to:

  • Put patients first to meet greater expectations
  • Simplify administration and account management
  • Improve efficiencies and reduce costs
  • Deliver improved outcomes
  • 34% Reduction in average handling time (AHT)4
  • 10% Reduction in voice call4

Learn more about how Uniphore helps healthcare organizations by reading the blog “Benefits of Conversational AI in the Healthcare Sector.”

Utilities

Uniphore and Probe CX help utility companies:

  • Meet the demands of digital-savvy customers
  • Streamline the entire customer lifecycle
  • Show the path to better business and digital strategies
  • Handle difficult credit and collections conversations
  • 1.3 Million customers of gas and electricity distributors reached5

Learn more about how Uniphore helps utilities succeed with conversational automation.

Telecommunications

For telecommunications, Uniphore and Probe CX team up to:

  • Guide the digital transformation of the contact center
  • Boost back-office efficiency, productivity, and accuracy
  • Promote a 360-degree mindset for customer experience

Conversational AI and automation can be used to:

  • Empower customers to self-serve
  • Navigate credit and collections conversations
  • Handle high call volumes
  • 90+ Clients with customers in 21 countries3
  • 30 Delivery centers across 5 countries3
  • 40+ Years of delivering contact center success3

Discover more ways to enhance telecommunication services with AI and automation. Read the Uniphore Telecommunications eBook.

Healthcare and Insurance

Uniphore and Probe CX empower healthcare organizations to:

  • Put patients first to meet greater expectations
  • Simplify administration and account management
  • Improve efficiencies and reduce costs
  • Deliver improved outcomes
  • 34% Reduction in average handling time (AHT)4
  • 10% Reduction in voice call4

Learn more about how Uniphore helps healthcare organizations by reading the blog “Benefits of Conversational AI in the Healthcare Sector.”

Banking and Finance

Uniphore and Probe CX help companies in the financial services industry:

  • Keep up with the pace of digital transformation in the industry
  • Handle huge spikes in contact center volumes
  • Show the path to better business and digital strategies
  • Give customers the confidence to embrace self service
  • Devote attention and care to credit and collections calls

Find out more about the role of conversational AI in finance. Read the blog “How Conversational AI Is Redefining the Financial Services Industry.”

CONCLUSION: Partnering for Intelligent Customer Service

Uniphore and Probe CX have united as partners to transform customer service and ensure that every customer has a voice. Uniphore Conversational Service Automation platform uses AI to hear what service agents might miss, including emotion and intent.

Probe CX blends the best ideas with world-leading technology to make it easier for companies to connect with their customers.

Reach out to us to find out how
Uniphore and Probe CX can
transform your customer experience