BaseBS and Uniphore Partner to Enhance CX

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Base Business Solutions (BaseBS), a provider of cloud and hosted customer experience (CX) and contact center solutions in Vietnam announced it has entered into a strategic partnership with Uniphore, a provider of Conversational AI and Automation.

Through this partnership, BaseBS will be well positioned to enhance customer experiences, improve employee performance, and better understand customer insights to achieve superior business outcomes.

As part of the agreement, BaseBS will offer customers Conversational AI and Automation capabilities across their initiatives around self-service and assisted service channels.

Uniphore’s X platform is an integrated conversational AI and automation platform that combines automatic speech recognition (ASR) including the Vietnamese language, natural language processing (NLP), robotic process automation (RPA), emotion AI and knowledge AI that enterprises need in today’s tech-savvy customer era. These technology components translate into specific offerings for customers in the form of chatbots, voice bots, conversational analytics for quality automation, and customer analysis and agent guidance in real-time.

The partnership will have far-reaching benefits for customers, employees, and organizations that will impact not only how they do business today as they continue to adjust to the current global situation, but also in the long term. Benefits include:

  • Personalized automated resolutions for customers thus bringing in time to value through Uniphore’s U Self Serve product
  • Contact center employee productivity and efficiency will see a boost through U-Assist, a Uniphore product that can guide agents in real-time with in-call alerts, next-best-action and reduce their after-call work
  • Businesses will be able to make data-driven decisions with smarter conversational analytics. Through Uniphore’s U Analyze solution, businesses can transform CX by analyzing conversations from across platforms, including voice, email, and text, to increase effectiveness with omnichannel support and an integrated view of conversations to discover customers’ intent and sentiments

“BaseBS is extremely pleased to partner with Uniphore on our journey to bring emerging technology such as Artificial Intelligence (AI), machine learning and automation to the CX industry in Vietnam,” said, Mr. Pham Xuan Phuc, Vice President, Base Business Solutions. “With Uniphore’s conversational AI and automation platform we will be better positioned to enable our customers to personalize conversations, enhance contact center employee productivity and use conversation insights for better decisions.”

“We are excited about the partnership with BaseBS as they look ahead to strengthen and offer more comprehensive CX solutions for contact centers in the local market,” said Mr. Gokul Gopalakrishnan, Senior Vice President & Business Head, Asia, Uniphore. “We see a natural synergy with BaseBS thereby creating strong joint value propositions, go-to-market strategies, and unmatched CX solutions for enterprises, and experiences for customers.”