Uniphore, a provider of enterprise AI solutions, and Konecta, a global player in customer experience (CX) and digital services, have formed a strategic partnership aimed at enhancing customer service through AI-driven innovations.
The collaboration combines Uniphore’s AI technology with Konecta’s expertise in business transformation to offer scalable solutions for global enterprises.
By integrating Uniphore’s AI tools, including emotion detection and sentiment analysis, with Konecta’s hybrid model of human and digital agents, is designed to provide personalized customer interactions and proactive service.
The two companies also plan to co-develop industry-specific generative AI solutions. This includes creating small language models (SLMs) tailored to unique industry needs, powered by Uniphore’s X-Stream knowledge-as-a-service platform.
Nourdine Bihmane, CEO of Konecta, said, “Our partnership with Uniphore represents a significant step forward in our commitment to deliver AI-led transformation for our clients.
By combining Uniphore’s cutting-edge AI technology with Konecta’s operational expertise, we will provide unmatched service, operational efficiency, and innovation. We are excited to see how this alliance will help our clients achieve new levels of business success through AI-powered customer engagement.”
Konecta’s AI co-pilot, currently available in multiple languages, will be deployed across its contact centers to provide real-time, context-sensitive support for customer service agents.
As part of the alliance, the companies will pursue a joint go-to-market strategy, with an ambitious revenue target of $500 million over the next five years.
Initial efforts will focus on expanding in the U.S. and UK markets. Konecta will also serve as a preferred global professional services partner for Uniphore, integrating solutions such as U-Assist, U-Analyze, and U-Self Serve.
The collaboration is expected to deliver immediate results in areas like customer satisfaction and agent productivity. By combining AI-driven innovation with operational expertise, the partnership seeks to set new benchmarks in customer service delivery and business transformation.
Umesh Sachdev, CEO and Co-founder of Uniphore, said, “The partnership between Uniphore and Konecta is significant because this is the first time the end-to-end Enterprise AI stack from Uniphore is coming together with Konecta’s industry-leading domain and consulting expertise.
Together, they will power the digital transformation using Gen AI that most enterprises around the world need. I couldn’t be more excited to work alongside such a forward-thinking and results-focused organization.”
Author: Hannah Swankie
Reviewed by: Jo Robinson
Published On: 2nd Dec 2024
Read more about - Latest News, Uniphore
