News / 27.05.2020

Sitel Group, Uniphore Partner to Transform the Customer Experience Industry Through AI and Automation

More than ever, AI, machine learning, and automation play an increasingly critical role in every aspect of the business, especially in customer service. Businesses are looking to optimize their customer experience, decrease hold time, and improve agent performance. Consumers are looking to get their issues solved through voice as quickly as possible.

“Now, more than ever, companies need to deliver next-generation customer experiences, which starts with listening to their voices effectively and efficiently,” Umesh Sachdev, Uniphore CEO.

Sitel Group & Uniphore Partner

Today, we announced a partnership with Sitel Group. Their 80,000 people across the globe connect many of the world’s best-known brands with their customers – 3.5 million times every day. As a global customer experience (CX) management leader, they apply their 30+ years of industry-leading experience and the entrepreneurial spirit of our group’s founders to deliver omnichannel experiences through voice, chat, social media and more to customers of our 400+ clients across all verticals – from Fortune 500 companies to local startups.

Agents Leverage Real-Time Insights

Equipped with Uniphore’s auMina™ Real Intent software, an AI-powered conversation analytics solution, Sitel’s expert agents leverage real-time insights to best inform customers’ real-intent and deliver rapid solutions that transform the customer experience on behalf of their clients.

Additionally, via integration with akeira™, Uniphore’s AI-enabled Conversational Assistant, Sitel Group is scaling CX for its clients providing real-time customer analytics to assist customers through every stage of the customer journey.

“As a global CX leader, our goal is to continue to redefine what superior customer experiences look like and help our clients deliver those solutions to their customers,” said Ryan Maund, Chief Product & Innovation Officer, Sitel Group.

“Through our partnership with Uniphore, Sitel agents will be able to improve productivity in real-time, transforming experiences to adapt to changing needs and keeping the focus on what matters most: the customer.”

 

We look forward to partnering with the Sitel Group and delivering new CX capabilities for global brands. For more details view the press release or contact us.