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This year, Uniphore is proud to have been recognized in eight Gartner Hype Cycle reports focused on the critical AI, analytics and customer service technologies that are driving rapid innovation across enterprise organizations worldwide.
Gartner Hype Cycles provide a graphic representation of the maturity and adoption of technologies and applications, and how they are potentially relevant to solving real business problems and exploiting new opportunities. Gartner Hype Cycle methodology gives organizations a view of how a technology or application will evolve over time, providing a sound source of insight to manage its deployment within the context of specific business goals.
As a result, businesses leverage these tools when mapping out their technology strategies and forecasting their future needs and investment areas. According to Gartner, “CIOs and IT leaders can use Hype Cycles and associated Priority Matrices to strategize roadmaps for investing in the right innovations at the right time.” ⁹
In these reports, Uniphore is recognized as a Sample Vendor for:
Emotion AI:
Gartner notes, “Emotion AI is considered transformational as it turns human behavioral attributes into data that will have a large impact on human-machine interface (HMI)…Applying deep learning to computer vision or audio-based systems to analyze emotions in real time has spawned new use cases for customer experience enhancements, employee wellness and many other areas.” ¹
Speech Analytics:
Gartner notes, “Rapid advancements in speech-to-text technologies and natural language technology in recent years, including the use of AI techniques such as machine learning, have improved categorization and analysis accuracy. This is enabling organizations to be more accurate and confident when using the insights surfaced from analyzing voice conversations for compliance, training, analytics and collaboration initiatives.” ²
Virtual Employee Assistants (VEA) for Customer Service:
Gartner notes, “A virtual employee assistant (VEA) for customer service has the potential to significantly impact employee performance and engagement, while simultaneously elevating operational performance and the customer experience (CX).”³
The team at Uniphore believes that the inclusion of Uniphore in these categories represents the strength and market impact of Uniphore’s flagship X platform, which provides conversational AI and automation and analyzes intent, sentiment, emotion and tone during every enterprise conversation. The comprehensive platform has the power to transform the end-to-end experience across multiple use cases – including contact center, HR, IT Service Desk and sales.
Gartner clients can read the additional Gartner Hype Cycle reports that include Uniphore as a Sample Vendor in the Gartner portal, including the 2022 reports for:
- CRM Sales Technology ¹
- Natural Language Technologies ²
- Customer Service and Support Technologies 3
- Higher Education ⁴
- Mobile Robots and Drones ⁵
- Customer Experience Analytics ⁶
- K-12 Education ⁷
- User Experience ⁸
Interested in learning more about Uniphore and our solutions? We offer a full menu of solutions for self-service, real-time agent assistance, analytics and more for the contact center and B2B Sales—all powered by the next generation in conversational AI and automation. Visit our website or contact us to learn how we can help you turn your enterprise conversations into your most valuable asset.
GARTNER and HYPE CYCLE are registered trademarks and service marks of Gartner, Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved. Gartner does not endorse any vendor, product or service depicted in its research publications and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s Research & Advisory organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
1 Hype Cycle for CRM Sales Technology, 2022, 4 July 2022, Melissa Hilbert, Adnan Zijadic, Ilona Hansen
2 Hype Cycle for Natural Language Technologies, 2022, 11 July 2022, Bern Elliot, Adrian Lee
3 Hype Cycle for Customer Service and Support Technologies, 2022, 19 July 2022, Drew Kraus
4 Hype Cycle for Higher Education, 2022, 18 July 2022, Robert Yanckello
5 Hype Cycle for Mobile Robots and Drones, 2022, 19 July 2022, Dwight Klappich
6 Hype Cycle for Customer Experience Analytics, 2022, 19 July 2022, Nate Novosel, Melissa Davis, David Norrie, Radu Miclaus
7 Hype Cycle for K-12 Education, 2022, 19 July 2022, Kelly Calhoun Williams, Saher Mahmood
8 Hype Cycle for User Experience, 2022, 20 July 2022, Frank O’Connor, Brent Stewart
9 Understanding Gartner’s Hype Cycles, 27 September 2022, Frances Karamouzis, Jan-Martin Lowendahl