New solution enables those in customer-facing roles to derive
actionable insights via innovative conversational AI-based analytics
features

PALO ALTO, Calif.–(BUSINESS WIRE)–lt;a href=”https://twitter.com/hashtag/AI?src=hash” target=”_blank”gt;#AIlt;/agt;–Uniphore, the global Conversational AI technology company, today
announced the launch of auMina QSense™, a smart quality management tool
for business analysts, quality analysts, and contact center agents that
helps transform their current performance management processes. auMina
QSense™ can support contact centers across industries, especially those
in the banking, financial services, insurance, healthcare, and travel
sectors.

The new auMina QSense™ solution expands Uniphore’s conversational
analytics portfolio to meet the ever-evolving needs and expectations of
customers. AI-driven conversational analytics enables auMina QSense™ to
drive smarter call sampling for accurate quality audits, reducing time
for analysis through manual interventions, allowing companies who
require a more sophisticated solution to enhance customer interactions
and make customer service a source of competitive advantage.

Specifically, auMina QSense™ improves on-the-job coaching and training
at scale to drive superior customer experiences through actionable
insights. By providing real-time feedback and access to assessment
sheets, feedback logs, and performance tracking mechanisms, auMina
QSense™ helps agents improve their customer service skills continuously.
This in turn also ensures that agents are always aware of compliance and
quality requirements that come with customer-facing roles and
responsibilities. Further, the solution also includes an interactive
dashboard to give quality assurance managers a holistic view of agent
performances, including insights about call quality, customer behavior,
and communication analysis.

“Conversational AI and analytics are emerging as pivotal technologies to
drive holistic people management, performance enhancement, and process
optimization programs across the globe,” said Umesh Sachdev,
Co-founder and CEO, Uniphore, of the auMina QSense™
announcement. “Driven by the need for organizations to raise the bar and
deliver great customer experiences in the Digital Age, auMina QSense™
will empower companies to drive exceptional service through improved
agent performance. Our new solution brings the benefits of automation
through conversational AI, modernizing customer service approaches,
resulting in workforce enhancement and a significant jump in customer
engagement.”

Dan Miller, Lead Analyst & Founder of Opus Research, a leading thought
leader in the conversational AI space, said: “In our recent
survey, we found that enterprise decision makers need conversational
analytics to be applied in real-time to support agent training and
quality management as a key driver for future investment. With auMina
QSense™, Uniphore is responding to this directly by empowering quality
managers in contact centers with AI-infused instant feedback and
coaching to help their agents provide better customer experiences than
ever before.”

About Uniphore

Uniphore is a global Conversational AI technology company. Uniphore
enables businesses globally to deliver transformational customer service
across touchpoints by providing an integrated suite of software products
for Conversational Analytics, Conversational Assistant and
Conversational Security. It has offices in USA, Singapore and India.

Uniphore was founded in 2008 at IIT Madras, India. The company was
recognized as a Technology Fast 500 company in Asia Pacific by Deloitte
and ranked 10th in Deloitte’s Fast 50. Uniphore’s Co-founder & CEO,
Umesh Sachdev, was named as one of the ’10 Millennials Changing the
World’ by TIME Magazine, and ‘Innovators Under 35′ by MIT Technology
Review. Uniphore’s investors include John Chambers, Chiratae Ventures,
IIFL, Kris Gopalakrishnan, Ray Stata, YourNest Angel Fund and India
Angel Network.

For more information on how Uniphore delivers business outcomes using
Speech and Conversational AI technologies, please visit www.uniphore.com.

Contacts

Nawaz Mohammed, Uniphore, +91 9980251596
[email protected]

McKenzie Naylor, for Uniphore, +1 917-656-0463
[email protected]