Deloitte recognizes Uniphore as Technology Fast 50 company in India

Deloitte Technology Fast 50 India - Uniphore

Last week, at a glittering ceremony in Bangalore, Deloitte recognized Uniphore Software Systems as the one of the Top 50 fastest growing tech companies in India. This is the Third Consecutive Year that Deloitte has recognized Uniphore as one of the Fastest Growing Technology Companies in Asia and India.

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Re-energize your customer experience through Speech Analytics

speech analytics
  1. What do we know about customers?
  2. How do we address their challenges of using our services/products?

These are the two elemental questions that businesses try to solve by employing a customer contact center. But are they (contact centers) really serving this purpose?

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Speech Analytics to prevent and detect fraud in contact centers

A report from Global Industry Analysts (GIA) says the global call centers market is projected to reach $337.8 billion by 2018. According to the report, this revenue projection is primarily driven by increasing corporate focus on providing efficient customer service as a part of business development. Contact centers today are much more than a telephonic customer service provider, it has evolved into a segment that plays a vital role in business development and process compliance. This transformation is completely achieved with the help of innovative technologies that helps enterprises make good use of customer interactions.

Speech Analytics solution is one among those innovative tools that helps enterprises optimize their contact center operations and improve their customer service efficiency. It helps contact centers analyze customer interactions (both in real-time and batch mode) to detect and reduce fraud activities.

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Automation tools for Next Generation Contact Centers – Part II (Audio Mining)

In Part I of this Automation tools blog series, I’ve penned down the various benefits of using speech recognition technologies in a contact center. This blog will emphasize the reasons to deploy audio mining solutions in your contact centers.

Audio Mining research began in the late 1970s. Ever since it has been used to analyze volumes of audio content sources include customer interactions, newscasts, sporting events, telephone conversations, meeting notes, webcasts, etc. However, it has taken its commercial shape as product from the year 2002 to search archives of audio content for keywords and mark/replay the areas where keyword occurrences are spotted. From then, audio mining solution developers have crossed several hurdles (eg: speech recognition accuracy, vernacular language support, handling native accents & dialects) in mining the data for keywords.

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