->Heartmusic678: implemented edit request, per Mary Gaulke

2022-01-03T15:46:08Z

implemented edit request, per Mary Gaulke

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{{short description|Indian / American software company}}
{{Use dmy dates|date=September 2018}}
{{Use Indian English|date=September 2018}}
{{Infobox company
| name = Uniphore Software Systems
| logo = Logo uniphore.png
| type = [[Private Company|Private]]
| industry = Conversational automation
| founded = 2008
| founders = Umesh Sachdev<br>Ravi Saraogi
| hq_location = [[Palo Alto, California]]<br>[[Chennai, Tamil Nadu]], India
| area_served = Worldwide
| key_people = Umesh Sachdev {{small|(CEO)}}<br>Ravi Saraogi {{small|(Pesident, APAC)}}
|num_employees = 250 {{small|(2020)}}<ref>{{cite news |last1=Sannith |first1=Jude |title=Two steps AI start-up Uniphore took to register 4-fold growth amid the COVID-19 crisis |url=https://www.cnbctv18.com/startup/two-steps-ai-start-up-uniphore-took-to-register-4-fold-growth-amid-the-covid-19-crisis-6683161.htm |access-date=22 June 2021 |work=CNBC TV 18 |date=19 August 2020 |language=en}}</ref>
| services = [[Speech Analytics]], Voice Biometrics, [[Virtual assistant (artificial intelligence)|Virtual Assistant]]
| website = {{URL|uniphore.com}}
}}

'''Uniphore''' is a conversational automation technology company. Uniphore sells software for conversational analytics, conversational assistants and conversational security. The company has dual headquarters in [[Palo Alto, California]], and [[Chennai, India]], with offices in the United States, Singapore, India<ref>{{Cite web | url = http://telecom.economictimes.indiatimes.com/maketechhuman/news/detail/308 | title = Uniphore revolutionizes power of speech for human-machine interaction | last = | first = | website = Economic Times | access-date = 2017-07-28}}</ref><ref>{{Cite web | url = http://www.thehindubusinessline.com/info-tech/uniphore-finds-its-voice-in-speech-analytics/article8765291.ece | title = Uniphore finds its voice in speech analytics | last = Siva | first = Meera | website = The Hindu Business Line | access-date = 2017-07-28}}</ref> Japan, and Spain.<ref>{{cite web |title=Contact Us |url=https://www.uniphore.com/contact |website=Uniphore |access-date=28 September 2021}}</ref> Its products help up to 75,000 customer service agents during approximately 160 million interactions per month.<ref name="Rai"/>

[[Deloitte Technology Fast 50]] India identified Uniphore as the 17th fastest-growing technology company in India in 2012 and one of the top 500 fastest growing companies in the [[Asia-Pacific]] region in 2014.<ref>{{Cite web | url = http://www.business-standard.com/article/companies/kris-gopalakrishnan-invests-in-chennai-based-uniphore-software-115050700519_1.html | title = Kris Gopalakrishnan invests in Chennai-based Uniphore Software | website = Business Standard | access-date = 2017-07-28}}</ref> In 2016, ''[[Time (magazine)|Time]]'' included Sachdev on its list of "10 millennials who are changing the world" for “building a phone that can understand almost any language”.<ref>{{Cite web | url = http://www.hindustantimes.com/tech/india-born-sachdev-on-time-s-list-of-those-changing-the-world/story-XU3kAvVmz30gwnkmBXOg9L.html | title = India-born Sachdev, CEO of Uniphore, on Time’s list of those changing the world | website = Hindustan Times | access-date = 2017-07-28}}</ref><ref>{{Cite web | url = http://indianexpress.com/article/india/india-news-india/indian-among-time-magazines-10-millennials-changing-the-world-2842862/ | title = Indian among Time magazine’s ’10 millennials changing the world’ | website = Indian Express | access-date = 2017-07-28}}</ref>

[[NASSCOM]] named Uniphore to its "League of 10" emerging Indian technology companies in 2017.<ref>{{cite news |last1=Modgil |first1=Shweta |title=Nasscom Announces Emerge 50 Winners: The Top 50 Most Innovative Indian Startups |url=https://inc42.com/buzz/nasscom-emerge-50-startups/ |access-date=21 June 2021 |work=Inc42 Media |date=3 November 2017}}</ref><ref>{{cite news |last1=Ranipeta |first1=Shilpa S |title=T-Hub startup Hug Innovations makes it to top 10 of ‘Nasscom Emerge 50 2017’ awards |url=https://www.thenewsminute.com/article/t-hub-startup-hug-innovations-makes-it-top-10-nasscom-emerge-50-2017-awards-71029 |access-date=21 June 2021 |work=The News Minute |date=3 November 2017 |language=en}}</ref> In 2020, the ''San Francisco Business Times'' ranked Uniphore as number 7 among small companies in its list of the best places to work in the [[San Francisco Bay Area]].<ref>{{cite news |last1=King |first1=Danny |title=Building a best place to work around the world |url=https://www.bizjournals.com/sanfrancisco/news/2020/04/24/building-a-best-place-to-work-around-the-world.html |access-date=2 July 2021 |work=San Francisco Business Times |date=24 April 2020}}</ref>

== History ==
Uniphore Software Systems was founded by Umesh Sachdev and Ravi Saraogi in 2008<ref name="Rai">{{cite news |last1=Rai |first1=Saritha |title=Uniphore Raises $140 Million to Expand AI to Video-Call Analysis |url=https://www.bloomberg.com/news/articles/2021-03-31/uniphore-raises-140-million-to-expand-ai-to-video-call-analysis |access-date=19 June 2021 |work=Bloomberg |date=31 March 2021}}</ref> and was incubated at [[IIT Madras]].<ref name="Modgil"/> The company received an initial grant of $100,000 from the [[National Research Development Corporation]].<ref name="Modgil"/>

Initially, the company operated a call center providing voice-based internet services to people in rural areas.<ref>{{Cite web | url = http://www.business-standard.com/article/companies/speech-recognition-for-customer-satisfaction-115061500041_1.html | title = Speech-recognition for customer satisfaction| last = Narsimhan | first = T E | website = VC Circle | access-date = 2017-07-28}}</ref><ref name="Ramakrishnan"/> Uniphore then began working on speech recognition technology, partnering with companies that specialized in English and European languages, and adapting the technology for Indian languages and dialects. In 2014, Uniphore released its flagship product, auMina, along with two other products, Akeira and amVoice.<ref name="Ramakrishnan">{{cite news |last1=Ramakrishnan |first1=N. |title=The pivots that changed Uniphore |url=https://www.thehindubusinessline.com/specials/emerging-entrepreneurs/the-pivots-that-changed-uniphore/article23294924.ece |access-date=21 June 2021 |work=The Hindu BusinessLine |date=19 March 2018 |language=en}}</ref>

Uniphore raised series A funding, led by [[Kris Gopalakrishnan]] (cofounder of [[Infosys]]), in April 2015.<ref>{{cite news |last1=Pahwa |first1=Akanksha |title=Chennai Based Speech Recognition Solutions Startup Uniphore Grabs Funding From Kris Gopalakrishnan |url=https://inc42.com/buzz/uniphore-series-a/ |access-date=19 June 2021 |work=Inc42 Media |date=7 May 2015}}</ref><ref>{{cite news |last1=Chandran |first1=Pradeesh |title=Infosys co-founder invests in Uniphore in Series A funding |url=https://www.thehindu.com/business/infosys-cofounder-invests-in-uniphore-in-series-a-funding/article7180133.ece |access-date=19 June 2021 |work=The Hindu |date=7 May 2015 |language=en-IN}}</ref> The next month, Uniphore received additional investment from [[IDG Ventures]].<ref>{{cite news |title=Uniphore raises money from IDG Ventures, second round in less than two months |url=https://www.business-standard.com/article/specials/uniphore-raises-money-from-idg-ventures-second-round-in-less-than-two-months-115060301313_1.html |access-date=19 June 2021 |work=Business Standard India |date=3 June 2015}}</ref><ref>{{cite news |last1=Mayhew |first1=Stephen |title=Speech recognition firm Uniphore secures new investment from IDG Ventures {{!}} Biometric Update |url=https://www.biometricupdate.com/201506/speech-recognition-firm-uniphore-secures-new-investment-from-idg-ventures |access-date=19 June 2021 |work=Biometric Update |date=5 June 2015}}</ref> With input from its investors, Uniphore changed its business model from license fee-based income to a [[software as a service]]-based subscription fee model in 2015.<ref name="Ramakrishnan"/> By June 2016, it had added more than 70 global languages and expanded its services to Southeast Asia, the Middle East, and the United States.<ref>{{Cite web | url = http://www.thehindu.com/news/cities/chennai/Recognising-the-voice-as-the-future/article14403626.ece | title = Recognising the voice as the future | last = Kandavel | first = Sangeetha | website = The Hindu | access-date = 2017-07-28}}</ref> The company opened operations in [[Singapore]] in October 2016.<ref>{{cite news |last1=Pitchiah |first1=Vijayakumar |title=Uniphore operational revenue jumps 50%, loss narrows in FY17 |url=https://www.vccircle.com/uniphore-operational-revenue-jumps-50-loss-narrows-in-fy17 |access-date=21 June 2021 |work=VCCircle |date=1 December 2017}}</ref> The company raised Series B funding in October 2017, led by [[John T. Chambers|John Chambers]] and existing investors.<ref>{{cite news |last1=Ayyar |first1=Ranjani |title=Uniphore raises Series B round, sees participation of Cicso executive chairman John Chambers - Times of India |url=https://timesofindia.indiatimes.com/business/india-business/uniphore-raises-series-b-round-sees-participation-of-cicso-executive-chairman-john-chambers/articleshow/61863825.cms |access-date=19 June 2021 |work=The Times of India |date=30 November 2017 |language=en}}</ref> Series C funding of $51 million was announced in August 2019 and led by March Capital.<ref>{{cite news |last1=Sawers |first1=Paul |title=Uniphore raises $51 million to bring conversational AI to customer service |url=https://venturebeat.com/2019/08/13/uniphore-raises-51-million-to-bring-conversational-ai-to-customer-service/ |access-date=20 June 2021 |work=VentureBeat |date=13 August 2019}}</ref>

Uniphore acquired an exclusive third-party license for [[robotic process automation]] technology from [[NTT DATA]] in October 2020.<ref name="Fortune India">{{cite news |title=Uniphore raises $140 million |url=https://www.fortuneindia.com/technology/uniphore-raises-140-million/105351 |access-date=22 June 2021 |work=Fortune India |date=31 March 2021 |language=en}}</ref> In January 2021, Uniphore acquired Emotion Research Lab,<ref>{{cite news |last1=Council |first1=Jared |title=Sound and Vision: Uniphore Buys Emotion Research Lab to Gauge Video Chat |url=https://www.wsj.com/articles/sound-and-vision-uniphore-buys-emotion-research-lab-to-gauge-video-chat-11611230400 |access-date=22 June 2021 |work=Wall Street Journal |date=21 January 2021}}</ref> a startup based in Spain that uses [[artificial intelligence]] and machine learning to analyze video and interpret emotions.<ref>{{cite news |last1=Goled |first1=Shraddha |title=Uniphore Expands Global Presence, Acquires Spain-Based Emotion Research Lab |url=https://analyticsindiamag.com/uniphore-expands-global-presence-acquires-spain-based-emotion-research-lab/ |access-date=22 June 2021 |work=Analytics India Magazine |date=22 January 2021}}</ref><ref>{{cite news |last1=Sil |first1=Debarghya |title=Uniphore Acquires Emotion Research Lab; Expands In Europe |url=https://www.entrepreneur.com/article/363929 |access-date=22 June 2021 |work=Entrepreneur India |date=22 January 2021 |language=en}}</ref> The company received $140 million in Series D funding, led by Sorenson Capital Partners, in March 2021, bringing total funding to $210 million.<ref>{{cite news |last1=Gupta |first1=Yajush |title=Uniphore Raises $140 Mn In Series D, Eyes $100 Mn ARR In FY22 |url=https://inc42.com/buzz/uniphore-raises-140-mn-in-series-d-from-sorenson-capital-partners/ |access-date=22 June 2021 |work=Inc42 Media |date=31 March 2021}}</ref><ref>{{cite news |last1=Bhalla |first1=Tarush |title=Uniphore raises $140 million in Series D funding |url=https://www.livemint.com/news/india/uniphore-raises-140-million-in-series-d-funding-11617199256978.html |access-date=22 June 2021 |work=Mint |date=31 March 2021 |language=en}}</ref> Uniphore acquired [[Jacada]], a company that specializes in improving and automating contact center processes, in July 2021.<ref>{{cite news |last1=Kerravala |first1=Zeus |title=Uniphore Acquires Jacada for Contact Center Automation {{!}} No Jitter |url=https://www.nojitter.com/ai-automation/uniphore-acquires-jacada-contact-center-automation |access-date=17 September 2021 |work=No Jitter |date=27 July 2021 |language=en}}</ref><ref>{{cite news |title=Uniphore Technologies acquires Israeli firm Jacada |url=https://economictimes.indiatimes.com/tech/startups/uniphore-technologies-acquires-israeli-firm-jacada/articleshow/84793926.cms |access-date=17 September 2021 |work=The Economic Times |date=27 July 2021}}</ref>

{{As of|2020|03}}, Uniphore's customers included [[WNS Global Services]], [[Tech Mahindra]], NTT DATA, and [[Sitel]],<ref name="Fortune India"/> and {{as of|2021|05|lc=y}}, [[Firstsource]].<ref>{{cite news |title=IT Science Case Study: Better Health-Care Services for Less Cost |url=https://www.eweek.com/it-management/it-science-case-study-better-health-care-services-for-less-cost/ |access-date=17 September 2021 |work=eWeek |date=24 May 2021}}</ref>

== Products ==
Uniphore's main platform offers four core services: U-Analyze, U-Self-Serve, for businesses setting up a conversational [[Virtual assistant (artificial intelligence)|AI assistant]]; U-Trust, for automated voice authentication to verify the identity of an agent working remotely; and U-Assist, which provides transcriptions and alerts in real time during a call.<ref name="Sawers">{{cite news |last1=Sawers |first1=Paul |title=Uniphore nabs $140 million for automated analysis of voice and video calls |url=https://venturebeat.com/2021/03/31/uniphore-nabs-140-million-for-automated-analysis-of-voice-and-video-calls/ |access-date=22 June 2021 |work=VentureBeat |date=31 March 2021}}</ref> The company says its goal is to supplement, not replace, the efforts of call center staff.<ref>{{cite news |last1=Foremski |first1=Tom |title=Uniphore call center survey: People prefer people over tech |url=https://www.zdnet.com/article/uniphore-call-center-survey-people-prefer-people-over-tech/ |access-date=22 June 2021 |work=ZDNet |date=17 December 2020 |language=en}}</ref>

=== U-Analyze ===
Uniphore's [[speech analytics]] software, U-Analyze (formerly auMina),<ref>{{cite web |title=Speech Analytics Software & Solutions |url=https://www.uniphore.com/solution/u-analyze/ |website=Uniphore |access-date=2 July 2021}}</ref> helps organizations identify customer problems by analyzing customer dynamics and call center interactions using [[natural language processing]].<ref>{{Cite web | url = http://www.firstpost.com/business/chennai-based-uniphore-launches-speech-analytics-software-contact-centres-2383112.html | title = Chennai-based Uniphore launches speech analytics software for contact centres | website = First Post | access-date = 2017-07-28}}</ref><ref name="Sawers">{{cite news |last1=Sawers |first1=Paul |title=Uniphore nabs $140 million for automated analysis of voice and video calls |url=https://venturebeat.com/2021/03/31/uniphore-nabs-140-million-for-automated-analysis-of-voice-and-video-calls/ |access-date=22 June 2021 |work=VentureBeat |date=31 March 2021}}</ref> It uses artificial intelligence and data analysis to monitor agents' in-call movements and optimize training programs.<ref>{{Cite web | url = http://www.dnaindia.com/scitech/report-speech-analytics-software-detects-indian-languages-with-95-accuracy-2118482 | title = Speech Analytics Software detects Indian languages with 95% accuracy | last = Bahirwani | first = Krishna | website = DNA India | access-date = 2017-07-28}}</ref>

=== U-Self Serve ===
U-Self Serve (formerly Akeira)<ref>{{cite web |title=Enterprise Virtual Assistant & Ai Chatbot |url=https://www.uniphore.com/solution/u-self-serve/ |website=Uniphore |access-date=2 July 2021}}</ref> is an [[interactive voice response]] software<ref>{{Cite web | url = http://economictimes.indiatimes.com/small-biz/entrepreneurship/social-impact-2-0-technology-enters-social-arena-new-age-entrepreneurs-embrace-it-to-increase-reach/articleshow/50035345.cms | title = Social impact 2.0: Technology enters social arena, new-age entrepreneurs embrace it to increase reach | last = Advani | first = Shonali | website = Economic Times | access-date = 2017-07-28}}</ref> and [[virtual assistant]] that can help automate customer service for organizations.<ref name="Modgil">{{cite news |last1=Modgil |first1=Shweta |title=How Uniphore Is Leveraging Speech Analytics To Grow Towards $10 Mn ARR |url=https://inc42.com/startups/uniphore-saas-startup/ |access-date=19 June 2021 |work=Inc42 Media |date=17 April 2017}}</ref><ref>{{Cite web | url = https://inc42.com/startups/uniphore-saas-startup/ | title = How Uniphore Is Leveraging Speech Analytics To Grow Towards $10 Mn ARR | website = INC42 | access-date = 2017-07-28}}</ref><ref name="Sawers" />

=== U-Trust ===
U-Trust (formerly amVoice)<ref>{{cite web |title=Voice Biometrics Software - Voice Authentication Software |url=https://www.uniphore.com/solution/u-trust/ |website=Uniphore |access-date=2 July 2021}}</ref> is a [[voice biometrics]] platform that allows the user to authenticate their identity using their voice when working remotely.<ref>{{Cite web | url = https://www.vccircle.com/uniphore-strengthens-top-deck-with-two-key-hires/ | title = Uniphore strengthens top deck with two key hires | last = Pitchiah | first = Vijaykumar | website = VC Circle | access-date = 2017-07-28}}</ref><ref name="Sawers" />

=== U-Assist ===
U-Assist uses [[deep learning]] AI models<ref>{{cite news |last1=Gutierrez |first1=Daniel |title=insideBIGDATA Latest News – 7/24/2021 |url=https://insidebigdata.com/2021/07/24/insidebigdata-latest-news-7-24-2021/ |access-date=21 September 2021 |work=insideBIGDATA |date=24 July 2021}}</ref> to provide support, including transcriptions and alerts, in real time during calls.<ref name="Sawers"/> It also helps automate dispositions and other work after a call.<ref>{{cite news |last1=Daily |first1=Ryan |title=Uniphore Boosts Deep Learning AI for Agent Assistance {{!}} No Jitter |url=https://www.nojitter.com/contact-center-customer-experience/uniphore-boosts-deep-learning-ai-agent-assistance |access-date=21 September 2021 |work=No Jitter |publisher=Informa Tech |date=15 July 2021 |language=en}}</ref>

== References ==
{{Reflist}}

==Further reading==
* [http://www.business-standard.com/article/companies/speech-recognition-start-up-uniphore-plans-to-set-up-r-d-in-us-117071400455_1.html ''The Business Standard'']
* [http://economictimes.indiatimes.com/small-biz/hr-leadership/people/uniphore-software-systems-strengthens-leadership-team/articleshow/59033602.cms ''The Economic Times'']
* [http://www.thenewsminute.com/article/chennai-engineer-only-indian-among-time-magazines-10-millenials-changing-world-45347 ''The News Minute'']
* [http://timesofindia.indiatimes.com/business/india-business/Vineet-Kalucha-appointed-Uniphore-sales-director/articleshow/53635472.cms ''Times Of India'']
* [http://economictimes.indiatimes.com/small-biz/entrepreneurship/challenging-to-make-people-believe-this-product-exists-works-umesh-sachdev-uniphore/articleshow/52933722.cms ''The Economic Times'']
* [http://www.thehindu.com/news/cities/chennai/Recognising-the-voice-as-the-future/article14403626.ece ''The Hindu'']
* [http://economictimes.indiatimes.com/news/company/corporate-trends/72-companies-feel-speech-analytic-can-improve-customer-experience/articleshow/52636103.cms ''The Economic times'']

[[Category:Companies based in Chennai]]
[[Category:Indian companies established in 2008]]
[[Category:Speech recognition]]
[[Category:Technology companies established in 2008]]
[[Category:2008 establishments in Tamil Nadu]]

Uniphore - Revision history

->Heartmusic678: implemented edit request, per Mary Gaulke