VIS Global announced today that it has entered into a multi-country strategic partnership with conversational automation company Uniphore.
The enterprise communications and customer experience (CX) management solutions company says the partnership will make it easier to use Uniphore’s conversation automation offerings and put it in a better position to provide organizations with Asia-Pacific a comprehensive CX communication and management portfolio.
The companies say their shared expertise will be used in seven countries, including Australia, New Zealand, Singapore, the Philippines, Malaysia, Thailand and India.
They add that this will potentially mean leveraging an existing network of over 50,000 voice interactions per minute, over 10,000 outbound seats, over 6,000 interactive voice response ports and 500,000 call recordings per day.
“As a leader in delivering experiences, our mission is to help our clients improve customer experience and employee engagement,” said Arijit Sen, Global Director of VIS.
“Partnering with Uniphore would help us leverage the market-leading conversational AI platform and open up exciting opportunities to deliver business results to our clients.”
Uniphore launched its Unite partnership program at the end of 2021; VIS Global is a premium integrator to become a member.
The program includes essential resources to support the end-to-end partner lifecycle.
VIS Global says the program allows them to use Uniphore’s best technology to expand their portfolio and profitability.
Uniphore Unite offers a range of programs to support each partner’s business model, including referral, resale, managed services, co-selling and services.
“The world of CX is changing rapidly and the demand for AI, automation and other emerging technologies is growing exponentially,” said Gokul Gopalakrishnan, Chief Commercial Officer of Uniphore Asia.
“A technology that can improve the efficiency of a [US]The $500 billion customer service market will be massively adopted as seen since the onset of COVID-19.
“Partnering with VIS Global is an important step in enabling our partner ecosystem to increase profitability and compete in today’s dynamic environment.”
The companies explain that the multi-country strategic partnership will have a positive impact on how companies do business in the current global situation, as well as in the long term.
The benefits they mention include:
- Using AI to drive measurable, cost-effective, and sustainable improvements in customer satisfaction and loyalty.
- Automate customer activities including bill payments, account balance, loan details, service requests, upgrades and more to divert calls while improving CX.
- Automation of after-call work for agents, such as entering call summaries, categorizing calls, actions to take or plan, and other steps to ensure customer history is accurately documented for future interactions. This will result in shorter wait times for customer calls and a reduction in average handle time.
- Integration of low-code/no-code technology to ensure faster response times to situational requests. This reduces the lengthy processes of business leaders translating their needs across layers of an organization. The software fully automates back-end technical processes, making it easier for people across different departments to deliver enhanced CX.