ISG Automation and Uniphore Partner for AI-Driven Call Center Agent Support

Conversational AI does a lot for the average person every day. It helps us navigate in the car, set reminders, play music and even answer random questions. (“Alexa, what’s the capital of Azerbaijan?) The benefits to industry are real, as well, with particularly compelling applications in the contact center. AI driven solutions help with real-time, contextualized engagement support for agents, and better outcomes and higher satisfaction for customers.

Business automation solutions provider ISG Automation has expanded its partner ecosystem by forming a partnership with Uniphore, a provider of conversational artificial intelligence (AI) and automation software for the enterprise. ISG Automation is an arm of research and advisory company Information Services Group (ISG).

Uniphore’s contact center solutions include U-Assist In-Call, an agent-assist solution that delivers real-time agent guidance, including identifying next best action steps, through the use of AI-powered customer intent and sentiment analysis, along with workflow automation powered by attended RPA (robotic process automation). Another solution, U-Assist Aftercall, saves agents time by summarizing the call and ensuring all promises made during the call are captured and fulfilled.

“We are proud to partner with ISG Automation to bring the power of conversational AI and workflow automation to contact centers worldwide,” said Umesh Sachdev, co-founder and CEO of Uniphore. “Leveraging our dual capabilities, we look forward to a strong and growing partnership that will help our mutual clients reduce operating costs and increase the value they deliver to their customers in every contact center experience.”

Under the terms of the partnership, ISG Automation has been named a Preferred Implementation Partner for the Uniphore family of conversational AI and automation solutions for contact centers. ISG Automation will offer these software applications to its clients, while Uniphore customers, in turn, will be able to benefit from the strategy, design and implementation services offered by ISG Automation.

Edited by Erik Linask