Contact Centre Evolution Has (already) Begun

Date : 21-Sep-2020
Location: Kuala Lumpur


Uniphore, a world leader in Conversational AI.

Key Takeaways:

  • Contact Centre evolution has begun.
  • By today's standard, the best contact centre is a digitally centralized platform with A.I automation that empowers a 24/7 and geographically decentralized call agents with the ability to collect big raw data and generates business insights whilst keeping customers happy and in good hands.


auMina - Conversational Automation & Analytics solution.

Conversational Automation & Analytics solution workflow
Conversational Automation & Analytics solution workflow


Ravi Saraogi, Co-founder and President of Asia Pacific, Uniphore.


  • With an AI-powered platform such as Conversational Service Automation (CSA), businesses have managed to adhere to safe distancing requirements and support agents to operate remotely.
  • CSA prioritises and routes calls appropriately by recognising a caller’s intent, mood, and sentiment thereby funnelling incoming calls. This way, agents are equipped with the latest background of a call and are able to better assist customers and provide a much personalised and improved service experience.
  • Call centres have become Omni-Channel platform - From email to instant messaging, video or social media, CSA integrates multiple touchpoints to offer customers one seamless experience.
  • The platform automates post-call summaries to enable agents to focus on what they do best – solving customer queries. This in turn enables them to handle double the number of calls and save operational costs and time.
  • Transform Data Center Voice Data into Structured Database for Real-time Actionable Insights

Editor's comments:

How can a small company with a help-desk team implement a contemporary contact centre ? Whoever has the answer, feel free to comment below.