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Uniphore and NTT DATA Sign Multi-year Deal to Bring Conversational Service Automation to Contact Centers

In response to an increase in global demand for end-to-end customer service solutions, Uniphore, an early market leader in the Conversational Service Automation (CSA) space, and NTT DATA Services, a digital business and IT services leader, today announced a definitive agreement to co-create new solutions to transform the customer experience market. Based on internal projections and the opportunities currently underway, this partnership could generate more than $50 million in revenue over the next five years.

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“Health plans are looking to enhance provider and member experience as well as reduce costs”

By bringing the technology, skills, and experience of both companies together to solve customer challenges, large enterprises will have access to a powerful platform with enhanced capabilities in intelligent automation, specifically suited for a new generation of contact centers. NTT DATA and Uniphore have an established track record of success with customers in the financial services, insurance, and healthcare industries.

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With this agreement, NTT DATA will be able to take full advantage of Uniphore’s Conversational Service Automation platform and apply powerful capabilities and technology to improve both agent experience and performance. Uniphore will be able to leverage NTT DATA’s IT and business transformation expertise to improve business outcomes including increasing productivity, lowering costs and transforming the overall end-to-end customer experience.

“Health plans are looking to enhance provider and member experience as well as reduce costs,” said Tanvir Khan, Executive Vice President, Dynamic Workplace Services and Business Process Outsourcing, NTT DATA Services. “With Uniphore technology, we can do that and more, by providing actionable insights through interactions analytics. We can empower agents with real-time agent assist and drive cognitive automation through virtual agents.”

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