Comprehensive software reviews to make better IT decisions
Vendor Briefing: Uniphore
Uniphore is a rapidly growing AI-enabled conversational service automation platform, which aims to deliver advanced customer service experiences for enterprise contact center. Founded in India in 2008 and then productized for a global market in 2016, Uniphore offers an integrated suite of SaaS products that can augment contact center capabilities, including the ability to support 100+ languages and dialects.
Uniphore’s two SaaS solutions are:
- AuMina: a conversational automation and analytics solution for better business outcomes and regulatory compliance. Capabilities include:
- Audio capture
- Audio pre-processing
- Audio streaming
- Speaker diarization
- Voice, chat, and email analytics
- Word cloud, smart search, and topic discovery
- Language identification
- Best-of-breed speech engine
- ML/NLP Sentiment analysis
- Smart intent NLP engine
- Rules engine
- Scoring engine
- Notification and alerts
- Generic UI layer
- Profile management
- Reporting and analytics
- Security/voice biometrics
- Akeira: a conversational assistant for self-service customer experience for optimizing contact center resources and costs. Capabilities include:
- Speech recognition
- Conversational AI across web, mobile, and IVR
- In-house NLU
- Human assisted IVA training
- Multi-turn intent
- Pre-built conversation packs
- Machine learning training
Uniphore is primarily marketed as a software enhancement overlay to enterprises’ current contact center solution. Uniphore is thus heavily interoperable, integrating with a wide range of market leaders in the contact center and customer relations management space. This includes vendors such as Cisco, Avaya, Twilio, Genesys, Salesforce, and Oracle.
Uniphore currently has offices in India, Singapore, USA, and Indonesia. Still, given Uniphore’s wide-ranging support for global languages and its rapid growth, it plans to expand across European, South America, and APAC markets over the next 12-24 months.
Image used with permission of Uniphore. Accessed August 18, 2020.
For Info-Tech members that are seeking to enhance their contact center solutions with speech analytics, Uniphore is certainly a best-of-breed to shortlist. This is especially the case for Info-Tech members with multi-lingual contact center requirements. It is not an overstatement to say that Uniphore offers the largest range of language and dialect recognition than any other major players in this space, including Amazon Lex and Google Dialogflow.
Indeed, the other benefit of shortlisting Uniphore is that the vendor does not come with the baggage of being tied to one ecosystem or the other; Amazon Lex and Google Dialogflow are connected to AWS and Google Cloud respectively. Uniphore instead has focused on its interoperability, serving as an easy-to-implement overlay for major contact center vendors.
Uniphore is less well-known outside of South East Asia, but there are several facts that show how much promise Uniphore has. For instance, Uniphore has attained a range of awards in the past two years, including “Best Artificial Intelligence Solution” at Global CX Sumit (2019) and best product company in Analytics Solutions by Express IT Awards (2018). Uniphore’s CEO Umesh Sachdev also deserves mention; Sachdev was awarded the ET Now Business Leader of the Year (2020), was honored as a “Top 40 Under 40 Leader” by the Silicon Valley Business Journal, and was chosen as the 10 “Next Generation Leaders” by Time magazine (2016). Uniphore is also attracting big names as investors and advisors: John Chambers, Chairman Emeritus of Cisco, has joined Uniphore as a “Chief Guru.”
As such, for Info-Tech members looking to advance their contact center without necessarily having to switch major vendors or wait to see what is in their vendor’s product timeline, Uniphore might well be worth shortlisting.
Image used with permission of Uniphore. Accessed August 18, 2020.
Want to Know More?
Q headlines a bevy of announcements at AWS re:Invent 2023 in Las Vegas that shed more light on the cloud service provider’s AI strategy and where its differentiation from other vendors lies.
This note outlines some tips and tricks that you should be aware of when embarking on the installation and configuration of a Kubernetes cluster. Such an endeavor should only be attempted if the need for an enterprise-grade container orchestration solution is required.
It’s simply not enough today to pit your traditional application security toolkit against today’s advanced threats, especially those attacks that target APIs or mobile platforms. Bolstering your CI/CD pipeline by introducing more advanced and accurate SAST, SCA, IAST, and DAST will most certainly improve your security posture, but the journey does not end there. There are attacks and use cases that need careful consideration for how you approach security. Appdome believes it has those unknown challenges addressed and can significantly improve your application security program with very little effort from your development and security team, a welcome change from solutions that required a good bit of work to introduce problem-free into your code base four years ago.
This post provides a review of Zoom’s 2023 conference, Zoomtopia 2023. Core aspects covered include what major product releases and upgrades Zoom announced at Zoomtopia 2023, and what these announcements mean for Zoom’s market positioning in 2024.
Contact center as a service (CCaaS) enterprise providers are steamrollering ahead with embedding generative AI functionality in their platforms – whether organizations are prepared for it or not. In this post, I explore a positive outlook for how generative AI can be used to enhance organizations' customer experience capabilities while generating ROI. This includes: 1. Listing the major use cases for generative AI in the contact center. 2. Discussing how we might calculate ROI from utilizing generative AI in the contact center. 3. Considering what organizations can do to prepare for CCaaS vendors’ release of generative AI functionality.
In June 2023, I decided to remove the password on my primary email account as well as the one used to log-in to all of my devices. Did I wait too long? Am I too optimistic this will work without issue? Are there kinks that still need to be worked out? I recently attended Identiverse 2023 and got a FIDO2 hardware token intending at some point in the future to go passwordless. Why wait though? I was pumped up with all the passkey and passwordless sessions I attended and was eager to try this out and share my experience.
If you’re in the market for a password manager or are interested in secrets management, Bitwarden has a powerful platform for you. This unified platform is delivered via a thoughtful and intuitive UI, which Bitwarden Password Manager users will recognize. Bitwarden ranks as top of the Leader Quadrant in SoftwareReviews under the Password Management category, and the company believes its optimized, wide-range passwordless solution set will address most organizations’ needs.
Next-generation firewalls were smarter than previous firewalls, able to deeply analyze traffic and integrate with complementary security solutions. Today our needs are more complex, however, with a 742% increase in software supply chain attacks over the past three years. Sonatype Nexus Firewall has been paying attention and claims its firewall product is smarter about these attacks.
Have you ever thought of what else you could do to take your security operations center (SOC) to the next level and focus on prevention? Look no further – external attack surface management (EASM) was a popular managed service and topic of discussion at Rivest–Shamir–Adleman (RSA) Conference 2023, named after a popular public-key cryptosystem.