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BW Businessworld

More Power To Human Speech

“We are disrupting a $470 billion industry by bridging the gap between humans and machines”

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Uniphore focusses on solving front-end prob­lems of the world by combining the power of artifi­cial intelligence, automation technology and machine learning. The platform optimises the entire conversation to improve customer experi­ence and agent productivity with the help of Conversational AI, Natural Language Processing (NLP) and Robotic Process Automation (RPA).Co-Founded by Ravi Saraogi, Uniphore has wit­nessed Y-o-Y growth rate of 300 per cent. His passion for mobile learn­ing applications and technologies found traction when Uniphore was founded in 2008. 

The company’s vision is to build solutions and provide more power to human speech. Mentorship, right from inception, has been a strong pil­lar for the start-up’s success. The company had a privilege to learn from John Chambers, Chairman Emeritus, Cisco and Founder of JC2.

HUMBLE BEGINNINGS

Sharing his initial journey, Saraogi said, “My Co-founder and I have gone from being shy individuals who weren’t adept at public speaking to now speaking extensively on public platforms and forums. I attribute that transformation to the learnings and the mentorship that we have received from a global leader like John Chambers.” He added, “It was his vast and varied experience in building a leading IT company that adds incalculable value to the growth of my entrepreneurial journey with Uniphore.”

One of the key cultural aspects of Uniphore is innovation, and the company has always led by being innovative. Saraogi informed that dur­ing the onset of Covid-19, the company was able to quickly tweak and customise the entire enterprise to overcome the challenges. 

PEOPLE-FIRST POLICY

The organisation has always followed a people-first policy with employ­ees’ safety and wellbeing being the top-most concern for them. Maintaining good communication with the team to make sure that the team is instilled with the right company values and vision has been criti­cal to the organisation. 

Uniphore products and solutions seamlessly integrate with “cus­tomer engagement providers” to connect and transfer data between customer interaction channels and the Uniphore Conversational Service Automation Platform. With the integration, organisations can leverage Uniphore’s AI and automation capabilities to deliver conversational front-end experiences to their cus­tomers on existing platforms.

“We had to dive into a sector that was nascent few years back, was considered by no one else and is today the only platform that addresses the entire conversational experience for both customers and agents, using conversational AI, RPA and workflow automation. This allows to blend front-office and back-office operations and helps companies and their contact centres to overcome the challenges of operating during Covid-19 and beyond. 

“We are disrupting a $470 billion industry by bridging the gap between humans and machines and are making it possible for every voice, on every call, to be truly heard,” added Saraogi. 

Uniphore has a geographical presence in 12 countries including India, Japan, Vietnam, Indonesia, Philippines and North America.

Highlighting his future plans, Saraogi stated, “We are looking forward to soon adding Canada, UK/ Ireland, Middle East, Philippines, Australia and New Zealand and growing the team to over 350 employees from the pre­sent 250 by the end of the current fiscal. Post entering these markets, we will focus on growing our busi­ness in Europe followed by emerg­ing markets such as Latin America, Africa and West Asia.” Lastly, he added, “We are also eyeing $100 million in revenue in the next three years with the objective of becoming a unicorn.”