Uniphore and Konecta have announced a groundbreaking collaboration aimed at revolutionizing customer experience through advanced AI technologies. This strategic alliance is set to enhance operational efficiency and deliver significant ROI for global enterprises by integrating Uniphore's AI solutions with Konecta's customer service expertise.
Key Takeaways
Strategic Alliance: Uniphore and Konecta join forces to leverage AI in customer experience and digital transformation.
Revenue Goals: The partnership aims to generate $500 million in revenue over the next five years, focusing on the U.S. and UK markets.
Hybrid Model: The collaboration will utilize a hybrid model combining human and digital agents to enhance customer interactions.
Overview of the Partnership
The partnership between Uniphore, a leader in enterprise AI solutions, and Konecta, a global customer experience provider, marks a significant milestone in the evolution of AI technologies. By merging their strengths, the two companies aim to reshape customer service delivery, providing actionable insights that drive real value for clients.
Umesh Sachdev, CEO and Co-founder of Uniphore, expressed enthusiasm about the collaboration, stating that it represents a pivotal moment in the digital transformation journey for many enterprises. The integration of Uniphore's end-to-end AI stack with Konecta's consulting expertise is expected to deliver enhanced customer engagement and operational efficiency.
Benefits for Global Enterprises
Global enterprises can anticipate several benefits from this collaboration:
Improved ROI: Enhanced Net Promoter Scores (NPS) and faster resolution times.
Cost Reduction: Streamlined operations leading to reduced operational costs.
Proactive Service: AI capabilities focused on anticipating and resolving customer needs before issues arise.
Joint Go-To-Market Strategy
As part of their alliance, Uniphore and Konecta will pursue a joint go-to-market strategy with ambitious revenue goals. Key components of this strategy include:
Revenue Target: Aiming for $500 million in revenue over the next five years.
Market Focus: Concentrating efforts on disrupting the U.S. and UK markets.
Professional Services Partnership: Konecta will serve as Uniphore’s preferred partner for implementing and integrating AI solutions globally.
Innovative AI Solutions
The collaboration will also focus on co-developing specialized generative AI solutions. Key initiatives include:
Knowledge-as-a-Service: Leveraging Uniphore’s X-Stream solution to create industry-specific small language models (SLMs).
Real-Time Support: Deploying a Gen AI-based co-pilot across contact centers to provide agents with context-aware support in 12 languages.
Enhanced Customer Interactions: Utilizing real-time emotion detection and sentiment analysis tools to create hyper-personalized customer experiences.
Conclusion
The strategic alliance between Uniphore and Konecta is poised to set new standards in customer experience automation. By combining advanced AI technologies with operational excellence, the partnership aims to deliver unmatched service quality and drive significant operational gains for businesses worldwide. As they embark on this journey, both companies are excited to see how their collaboration will transform customer engagement and drive business success.
Sources
Uniphore and Konecta Join Forces to Advance AI in Customer Experience and Digital Transformation | Business Wire, Business Wire.
World Globe, Via TT.
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World Globe, Via Ritzau.