Uniphore, the global leader in Conversational Service Automation, announced that Gartner had drafted an updated informational piece on the company in the ‘Where Are They Now?’ section of the 2020 Cool Vendors in CRM Customer Service and Support report.

Gartner states in the report, “This research does not constitute an exhaustive list of vendors in any given technology area, but is designed to highlight interesting, new and innovative vendors, products and services.”

The report goes on to further point out, “Consistency and personalization are key to providing effortless customer service experiences which, along with better employee experiences, will increase both customer and employee loyalty.”

Umesh Sachdev, Co-founder and CEO of Uniphore, said, “In an era where customer experience is making or breaking businesses, organizations can no longer rely on point products that have only a few use cases to solve their challenges. They need to work with a leader like Uniphore, who has a complete AI-driven conversational service automation platform that can address a wide range of use cases for better CX.”

He added, “We highly recommend reading this Gartner Cool Vendor report if you are a global organization looking to improve your contact centers’ efficiency while also improving the customer and agent experience.”

The report also states that “the message is becoming clearer: to deliver stronger and more sustainable customer experience, organizations need to shift to a digital-first agenda supported by artificial intelligence (AI) and machine learning (ML) for both automated and assisted service personalized customer interactions.”

“Being named a Gartner Cool Vendor back in 2013 was such an honor and really set us on the road to success as we expanded our offerings, delivered innovations for customers, and enhanced our portfolio,” said Ravi Saraogi, President and Co-founder of Uniphore. “Now, to have Gartner relook at our company and share their findings in the ‘Where are they now’ section of the Cool Vendor report, is amazing,” he added.

A free copy of the Gartner 2020 Cool Vendors in CRM Customer Service and Support report is available for download, please click here.

To increase the performance of the contact center while also enhancing customer and agent interaction, this report will share Gartner’s insights on the Uniphore approach and include an update on the following:

  • Conversational Service Automation platform
  • More than a dozen use cases
  • Future business growth

The report also projects on who should care about Uniphore’s momentum.