Sitel Group Partners with Uniphore

Uniphore, a conversational service automation provider, and Sitel Group, a customer experience management provider that delivers more than 3.5 million customer experiences every day, have partnered to bring Uniphore's  automation and artificial intelligence (AI) to Sitel's customers around the globe.>

Equipped with Uniphore's auMina Real Intent software, an AI-powered conversation analytics solution, Sitel's agents can leverage real-time insights, automating call summarization and reducing after-call work.

Additionally, via integration with akeira, Uniphore's AI-enabled conversational assistant, Sitel can access real-time customer analytics to assist customers through every stage of the customer journey.

"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 and innovation officer at Sitel, in a statement. "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."

"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 co-founder of Uniphore, in a statement. "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."

"The business process outsourcing industry has a massive opportunity in front of them and needs to be equipped with the latest AI and automation technology in order to thrive in today's unique environment," said Jafar Syed, chief growth officer at Uniphore, in a statement. "Uniphore is pleased to be able to partner with Sitel and provide these intelligent automation tools in order to help them deliver their expertise in digital transformation to their global customers."