Uniphore

Uniphore Software Systems was founded by Umesh Sachdev and Ravi Saraogi in 2008{{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}} and was incubated at IIT Madras. The company received an initial grant of $100,000 from the National Research Development Corporation.

Initially, the company operated a call center providing voice-based internet services to people in rural areas.{{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}} 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.{{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}}

Uniphore raised series A funding, led by Kris Gopalakrishnan (cofounder of Infosys), in April 2015.{{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}}{{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}} The next month, Uniphore received additional investment from IDG Ventures.{{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}}{{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}} 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. 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.{{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}} The company opened operations in Singapore in October 2016.{{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}} The company raised Series B funding in October 2017, led by John Chambers and existing investors.{{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}} Series C funding of $51 million was announced in August 2019 and led by March Capital.{{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}}

Uniphore acquired an exclusive third-party license for robotic process automation technology from NTT DATA in October 2020.{{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}} In January 2021, Uniphore acquired Emotion Research Lab,{{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}} a startup based in Spain that uses artificial intelligence and machine learning to analyze video and interpret emotions.{{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}}{{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}} The company received $140 million in Series D funding, led by Sorenson Capital Partners, in March 2021, bringing total funding to $210 million.{{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}}{{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}} Uniphore acquired Jacada, a company that specializes in improving and automating contact center processes, in July 2021.{{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}}{{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}}

{{As of|2020|03}}, Uniphore's customers included WNS Global Services, Tech Mahindra, NTT DATA, and Sitel, and {{as of|2021|05|lc=y}}, Firstsource.{{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}}

Uniphore's main platform offers four core services: U-Analyze, U-Self-Serve, for businesses setting up a conversational 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.{{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}} The company says its goal is to supplement, not replace, the efforts of call center staff.{{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}}

Uniphore's speech analytics software, U-Analyze (formerly auMina),{{cite web |title=Speech Analytics Software & Solutions |url=https://www.uniphore.com/solution/u-analyze/ |website=Uniphore |access-date=2 July 2021}} helps organizations identify customer problems by analyzing customer dynamics and call center interactions using natural language processing.{{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}} It uses artificial intelligence and data analysis to monitor agents' in-call movements and optimize training programs.{{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}}

U-Self Serve (formerly Akeira){{cite web |title=Enterprise Virtual Assistant & Ai Chatbot |url=https://www.uniphore.com/u-self-serve/ |website=Uniphore |access-date=2 July 2021}} is an interactive voice response software{{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}} and virtual assistant that can help automate customer service for organizations.{{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}}{{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}}

U-Trust (formerly amVoice){{cite web |title=Voice Biometrics Software - Voice Authentication Software |url=https://www.uniphore.com/solution/u-trust/ |website=Uniphore |access-date=2 July 2021}} is a voice biometrics platform that allows the user to authenticate their identity using their voice when working remotely.{{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}}

U-Assist uses deep learning AI models{{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}} to provide support, including transcriptions and alerts, in real time during calls. It also helps automate dispositions and other work after a call.{{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}}

Q for Sales system uses technology including emotion AI, speech recognition, and natural language processing to interpret emotional cues.{{cite news |last1=Kaye |first1=Kate |title=Companies are using AI to monitor your mood during sales calls. Zoom might be next. |url=https://www.protocol.com/enterprise/emotion-ai-sales-virtual-zoom |access-date=7 August 2022 |work=Protocol |date=13 April 2022 |language=en}} It can provide real-time data to a salesperson to evaluate a potential customer's engagement and sentiment during a video call.{{cite news |last1=Kerravala |first1=Zeus |title=Uniphore Rolls Out Conversational AI for Sales |url=https://www.eweek.com/cloud/conversational-ai-for-sales/ |access-date=7 August 2022 |work=eWeek |date=1 March 2022}}

Critics including AI ethics scholar Kate Crawford and AI researcher Timnit Gebru have questioned the premise of such systems.{{cite web |author-link=Kate Crawford |last=Crawford |first=Kate |title=Artificial Intelligence Is Misreading Human Emotion

|url=https://www.theatlantic.com/technology/archive/2021/04/artificial-intelligence-misreading-human-emotion/618696/ |date=27 April 2021 |work=The Atlantic}}{{cite web |last=Goldman |first=Sharon |title=Emotion AI's risks and rewards: 4 tips to use it responsibly |url=https://venturebeat.com/ai/risks-and-rewards-of-emotion-ai-4-tips-for-the-enterprise/ |date=28 April 2022 |work=VentureBeat}}

{{Reflist}}

• [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 Palo Alto, California

Category:Indian companies established in 2008

Category:Speech recognition

Category:Technology companies established in 2008

Category:2008 establishments in Tamil Nadu