Palo Alto, CA – March 5, 2019 – Uniphore, the global Conversational AI technology company, today announced the launch of auMina QSense™, a smart quality management tool for business analysts, quality analysts, and contact center agents that helps transform their current performance management processes. auMina QSense™ can support contact centers across industries, especially those in the banking, financial services, insurance, healthcare, and travel sectors.
The new auMina QSense™ solution expands Uniphore’s conversational analytics portfolio to meet the ever-evolving needs and expectations of customers. AI-driven conversational analytics enables auMina QSense™ to drive smarter call sampling for accurate quality audits, reducing time for analysis through manual interventions, allowing companies who require a more sophisticated solution to enhance customer interactions and make customer service a source of competitive advantage.
Specifically, auMina QSense™ improves on-the-job coaching and training at scale to drive superior customer experiences through actionable insights. By providing real-time feedback and access to assessment sheets, feedback logs, and performance tracking mechanisms, auMina QSense™ helps agents improve their customer service skills continuously. This in turn also ensures that agents are always aware of compliance and quality requirements that come with customer-facing roles and responsibilities. Further, the solution also includes an interactive dashboard to give quality assurance managers a holistic view of agent performances, including insights about call quality, customer behavior, and communication analysis.
“Conversational AI and analytics are emerging as pivotal technologies to drive holistic people management, performance enhancement, and process optimization programs across the globe,” said Umesh Sachdev, Co-founder and CEO, Uniphore, of the auMina QSense™ announcement. “Driven by the need for organizations to raise the bar and deliver great customer experiences in the Digital Age, auMina QSense™ will empower companies to drive exceptional service through improved agent performance. Our new solution brings the benefits of automation through conversational AI, modernizing customer service approaches, resulting in workforce enhancement and a significant jump in customer engagement.”
Dan Miller, Lead Analyst & Founder of Opus Research, a leading thought leader in the conversational AI space, said: “In our recent survey, we found that enterprise decision makers need conversational analytics to be applied in real-time to support agent training and quality management as a key driver for future investment. With auMina QSense™, Uniphore is responding to this directly by empowering quality managers in contact centers with AI-infused instant feedback and coaching to help their agents provide better customer experiences than ever before.”
Uniphore is a global Conversational AI technology company. Uniphore enables businesses globally to deliver transformational customer service across touchpoints by providing an integrated suite of software products for Conversational Analytics, Conversational Assistant and Conversational Security. It has offices in USA, Singapore and India.
Uniphore was founded in 2008 at IIT Madras, India. The company was recognized as a Technology Fast 500 company in Asia Pacific by Deloitte and ranked 10th in Deloitte’s Fast 50. Uniphore’s Co-founder & CEO, Umesh Sachdev, was named as one of the ’10 Millennials Changing the World’ by TIME Magazine, and ‘Innovators Under 35′ by MIT Technology Review. Uniphore’s investors include John Chambers, Chiratae Ventures, IIFL, Kris Gopalakrishnan, Ray Stata, YourNest Angel Fund and India Angel Network.
For more information on how Uniphore delivers business outcomes using Speech and Conversational AI technologies, please visit www.uniphore.com.