Ravi Saraogi, the Co-Founder and President for APAC at Uniphore, says that the last 12 months have been the best in Uniphore’s history
What were your key achievements in 2021?
2021 has been a very strong year for Uniphore with several milestones in our journey to being the global leader in conversational automation.
We successfully completed our Series D round of funding in which we raised US$150mn – this round of funding also included new investors from the Middle East. We expanded into new geographies, doubled our headcount, hired C-suite executives including a CFO, CRO, CHRO, CTO, and have new board members including Andrea Ayers and John Chambers.
We added new technology (organic and inorganic) to our portfolio. Uniphore acquired – Emotion Research Labs – a Spain based, cutting-edge video and emotion AI company that uses AI and machine learning, to identify emotion and engagement levels in real-time over video-based interactions and Jacada – an Atlanta headquartered customer experience pioneer with the industry’s leading low code/no-code platform for contact center automation.
Today, Uniphore is the only vendor able of providing a complete platform including low code/no code capabilities along with best-of-breed voice and video AI and automation capabilities.
Most recently, we also launched our Uniphore Unite partner program to support a rapidly expanding market that is seeing the benefits of using Artificial Intelligence (AI) and automation technology to significantly improve customer experience (CX)
In summation, the last 12 months have been the best in Uniphore’s history.
Do you see opportunities in the regional markets with new markets opening up?
Given the acquisitions of Emotion Research Labs and Jacada, we have broadened our value proposition beyond the contact center, and we’re excited to work with customers on conversational AI, automation, and other use cases across their business. In the Middle East, we will continue to focus on engaging with BPOs, banks, telecoms, insurance, government, and e-Commerce firms.
From a technology standpoint, our current focus is on enabling our customers to leverage the treasure trove of data they have on customer patterns of behavior by using technology to analyze and provide both operational and business insights. Uniphore U-Analyze can analyze both Arabic and English Voice data and help businesses learn from each conversation.
What will be your key focus areas for 2022?
With a number of rapidly growing economies that are eager to establish themselves on the global stage, the Middle East has a significant stake in the ongoing AI revolution. In the next stage, we will begin to see regional governments and businesses integrate industry knowledge and best practices with cutting-edge technologies to build the foundation for AI architecture.
Of these emerging technologies, low code/no code is especially important as it allows business users to utilize AI to facilitate effective problem solving, automate tasks and enhance communication across the enterprise. This will translate into better workflows and synergy across sales and marketing, customer service, operations, finance, HR, and more, ultimately helping businesses drive more cohesive results.
At Uniphore, we have also demonstrated how recent advancements in conversational AI are helping augment customer service agent capabilities, thereby enabling improved empathy and outcomes. The ability to assess how a consumer feels in real-time, through the unfailing observations of an AI engine, is very alluring to business stakeholders and thus emotion AI will be a key focus area for Uniphore in the coming year.