Uniphore, an early market leader in the Conversational Service Automation (CSA) space, and Sitel Group, a leading global customer experience (CX) management provider that delivers more than 3.5 million customer experiences every day, announced they have partnered to combine Sitel Group’s breadth of industry experience and customer-centric approach with Uniphore’s world-class Automation and Artificial Intelligence (AI) CSA platform to transform the customer experience and enable tailored and powerful solutions for Sitel Group’s customers around the globe.
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“This partnership further demonstrates Sitel Group’s commitment to expanding our roster of innovative tools and resources to create value for our clients and the customers they serve.”
More than ever, AI, Machine Learning and Automation play an increasingly critical role in every aspect of business, especially in customer service. Through the partnership, Sitel Group and Uniphore enable more than 80,000 Sitel Group associates to better meet the rapidly changing and unique demands from more than 400 clients, as well as supporting them through challenges they may face through the global pandemic and beyond.
“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.”
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With a shared goal of delivering exceptional CX, the two companies bring together deep skills in business and technology strategy, technology development and deployment, and organizational change management to support clients through successful CX transformations.
“Now, more than ever, companies need to deliver next-generation customer experiences, which starts with listening to their voices effectively and efficiently,” said Umesh Sachdev, CEO and Cofounder of Uniphore. “Working with Sitel Group’s experts, including their world-class service and delivery teams, our innovative AI and automation solutions will help each Sitel agent deliver better CX to not just meet, but exceed global customer expectations.”
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