Tech Interviews
Uniphore Conversational Automation Enhances Enterprises’ Customer Interactions
Uniphore, a conversational automation company, develops AI and natural language processing (NLP)-based solutions for enterprises. Ravi Saraogi, Co-founder & President-APAC at Uniphore speaks about the solutions Uniphore delivers to address the entire lifecycle of customer conversation – from an automated channel to authentication, to live service, and finally to post-factor.
Explain how Uniphore products work in terms of Conversational Automation, and how enterprises can make use of this.
Uniphore is a conversational automation company. If you look at how conversations, and the way organizations have been built over the years – the heart of organizations has been their ERP systems, their finance systems, or their HR systems. But if you look at what really encapsulates an organization, it is the conversations that happen, both within the company and externally, with their vendors, customers and partners. At Uniphore, we believe that conversations are a company’s most valuable asset. What we do therefore is to provide a framework wherein AI and natural language processing (NLP) can be applied to a company’s conversational data to enhance engagements, both internally and externally.
Our current focus is on providing an integrated conversational service platform which combines conversational AI, workflow automation, robotic process automation (RPA), and low-code and no-code capabilities, all wrapped up with a business-friendly user interface (UI). Our goal is to transform and democratize exceptional customer experiences.
Customer experience really takes shape in the Contact Center. Uniphore enables businesses to empower their contact center employees to deliver highly personalized, empathetic customer interactions which elevate the overall experience. The solutions we deliver include U-Self Serve which helps drive customer engagement across channels like IVR, web and mobile, and reduces the cost of customer service. Once the conversation moves to an agent, we enable authentication which is especially essential now as agents work remotely. This is made possible by U-Trust which delivers frictionless agent verification to increase customer trust. It can verify agents effectively and reduce contact center fraud. As the customer converses with the agent, our third product, U-Assist steps in to give the agent real-time analytics that drive compliance, facilitate cross-sell and up-sell opportunities, address consistency and churn with knowledge management and most importantly enable agents to be more empathetic. In this way, U-Assists effectively guides the agent throughout the entire interaction and on completion, automatically summarizes and documents the entire conversation, drastically reducing post-call work. Finally, U-Analyze makes it possible for 100% of interactions to be monitored and analyzed for details such as soft skills, compliance, churn, and cross-sell and up-sell opportunities. In this way, Uniphore delivers a platform upon which our products address the entire lifecycle of customer conversation – from an automated channel, to authentication, to live service, and finally to post-factor.
How can automation be tailored to the needs of each organization from different market segments?
Uniphore caters to a US$500 billion customer service industry and therefore has deployments across multiple verticals. By virtue of this, we have amassed a lot of learning and industry specific insights. Consider for example a typical request to a bank such as ensure the customer’s credit card will work during an overseas trip. Between navigating the IVR, speaking to an agent, and the agent subsequently making the required updates to the system, this interaction is likely to take no less than 10-12 minutes. But if Uniphore has been deployed, then instead of the IVR, the customer can speak in native language to a bot which connects them more efficiently and conveniently to an agent. Then as the customer relays the request to the agent, RPA processes automatically populate forms, allowing the agent to fulfill the request with just a single click. So, what would have otherwise taken the agent multiple forms, is instead completed via an RPA in mere milliseconds. In addition, our solution actively monitors the conversation in real-time to identify up-selling opportunities – in this example, it could be the possibility of offering a travel insurance package, or a preferential Forex rate. In this way, with Uniphore a customer journey which could have taken upwards of 12 minutes can be completed in under 3 minutes, with the added benefit of potential cross-sell and up-sell opportunities.
What verticals does Uniphore focus on other than Banking?
Ravi: Within in financial services industry, we also serve other non-banking service providers such as mortgage providers, and many of the world’s leading insurance companies. Beyond BFSI, we serve the telecoms sector – with many of the largest service providers across the globe being Uniphore customers – and the healthcare market. Of course, BPOs are another large focus for Uniphore wherein we don’t only sell to them, but also sell our services through these organizations. In addition, we also have a big customer-base in the eCommerce, Ed-Tech, and hospitality segments.
What is the typical size and scale of organizations that Uniphore serves – is it just large enterprises or also the SME segment?
Any organization that has a contact center has the potential to benefit from Uniphore’s products. In the Middle East, where the cost of contact centers is higher than in markets such as India or the Philippines, any organization that has over 150 contact center seats would be a suitable candidate for Uniphore solutions.
That said, we have a very strong penetration into the enterprise space. Globally, Uniphore works with 6 out of the top 10 BPOs, 3 out of the top 5 telcos, and between 70% to 80% of Fortune 500 companies.
Could you please tell us about your presence in the Middle East and your strategy for the region in the coming year?
Ravi: In the Middle East, we have a strong partner focus as we sell through our partners, and alliances. Of course, we also have a team that is based in the Middle East that is headquartered in the UAE and has a local presence in countries across the MENA including Saudi Arabia, and Egypt.
We have signed partnerships with the largest BPOs, leading consultancy firms, local value-added providers and technology vendors who are global in nature but also have a strong presence in the Middle East.
Can you talk about the deployment model for Uniphore’s platform?
Uniphore’s products are end-to-end SaaS based. Having said that, in dealing with large enterprises, we also understand that not every entity is ready to run their solutions in the cloud. So, we offer the flexibility of on-premise deployment delivered within the subscription model. Depending on their complexity, our deployments typically range anywhere between two to three weeks, to two to three months and the solution then runs seamlessly without significant management overheads. In addition, if a customer requires any managed services, system management, or environment management, then we have additional services which can be consumed by our customers.
Given the stringent data handling policies we see in many countries, how does Uniphore manage data?
Ravi: First, by virtue of dealing with large enterprises, Uniphore’s technology and hosting stacks are fully compliant with certifications that include PCI DSS, ISO 27001, HIPAA, HITRUST, SOC 1, and SOC 2. Second, from a data security perspective, if required, we deliver our solutions on-prem in the customer’s environment. This means all their data resides within their own infrastructure. Or if it is hosted in the cloud, then that hosting is done within the country, so the data still resides within the geography. This is made possible by our global partners with the largest of cloud service providers which are also present in the Middle East market.
In terms of security, do you have a fool-proof system to ensure the security of data on solutions that you deploy in customers private environments?
Because we work with the largest of enterprises, we cannot deploy our solutions unless they meet all compliance requirements and certifications. Maintaining data sanctity is absolutely crucial to our deliveries.
Today, Uniphore processes hundreds of thousands of interactions on a daily basis. When you process this volume of data, that often has sensitive customer data, it’s easy to see why security is paramount to everything we do.
Tech Interviews
Riverbed Launches AI-Powered Intelligent Network Observability Solutions

By Riverbed Communications Team
Riverbed, a global leader in AIOps for observability, has launched its latest AI-driven network observability tools. These new solutions help IT teams proactively detect and resolve issues faster. As a result, organizations gain improved visibility, quicker remediation, and lower operational costs across hybrid environments.
Why Riverbed Network Observability Stands Out
Modern enterprise networks are becoming more complex. To meet this challenge, Riverbed’s latest tools provide real-time, AI-powered insights. The release includes the xx90 appliance series for AppResponse, NetProfiler, and Flow Gateway. These systems offer up to 3x more performance than previous models.
In addition, Riverbed now offers these tools through Flex Subscription. This flexible model supports deployments across physical, virtual, and cloud infrastructure. It also improves cost predictability and maximizes IT value.
Riverbed IQ Essentials: Remediation at Speed
As part of this launch, Riverbed is introducing the Intelligent Network Observability Essentials bundle — a curated set of tools designed to surface root causes faster and enable proactive remediation.
Included in the bundle:
- –Riverbed IQ: A SaaS-based AI engine that pinpoints network issues without additional infrastructure.
- –Role-Based Workspaces: Unified dashboards that deliver context-rich packet, flow, and endpoint visibility.
- –Grafana Plug-In: Integration for users who want to visualize Riverbed metrics directly within existing Grafana dashboards.
- –Topology Viewer: A dynamic visual map that correlates network topologies with application and user performance.
This bundle supports faster triage and deeper insight across distributed and hybrid networks, making it easier for IT teams to operate efficiently at scale.
Flexibility Meets Simplicity with Riverbed Flex
Today’s enterprises require technology investments that adapt to evolving business needs. Riverbed Flex delivers that flexibility with:
- -License portability across hardware, virtual, and cloud deployments
- -Predictable operating costs through OPEX-based pricing
- -Future-ready architecture that eliminates the need to re-purchase software during transitions
By decoupling software from infrastructure, Flex allows businesses to realign observability investments with growth, resilience, and innovation goals — without compromising on value.
High-Performance Architecture, Built to Scale
To match the performance requirements of modern networks, Riverbed has engineered its new xx90 series appliances to support uncompromised throughput for both packet and flow-based observability. Whether deployed for AppResponse or NetProfiler, these appliances deliver high-volume capture and analysis — with sustained packet capture at over 50 Gbps and modular storage scaling beyond 2.4 PB.
New updates also include:
- -Real-time triage of encrypted IPSec ESP traffic
- -Support for cipher hygiene and globally distributed environments
- -3x faster reporting and 2x greater flow throughput
- -Dynamic flow load balancing and full support for SD-WAN environments
Together, these capabilities give organizations full-fidelity data visibility — essential for delivering seamless digital experiences.
Delivering Value and Efficiency at Every Layer
Dave Donatelli, CEO of Riverbed, highlighted the strategic vision behind this major release:

“With our next-gen xx90 systems and software advancements, we’re giving customers dramatically higher performance and unmatched efficiency. Riverbed IQ is powering smarter observability with AI insights, while Flex simplifies deployment and protects long-term investments.”
This sentiment reflects Riverbed’s ongoing commitment to reducing tool sprawl, simplifying network management, and empowering IT teams with AI-enhanced capabilities that drive efficiency at scale.
A Foundation for the Future of Observability
As digital demands continue to rise, Riverbed’s intelligent network observability solutions are positioned to help organizations adapt, scale, and thrive. By integrating hardware innovation with AIOps automation, and offering a modern licensing model, Riverbed delivers a platform that meets enterprise needs today — and evolves with them tomorrow.
Whether it’s accelerating incident response, maintaining user experience, or optimizing hybrid cloud performance, Riverbed’s latest release proves that observability isn’t just about monitoring — it’s about enabling smarter business decisions.
Make sure to check out the recent edition Digital Magazine Technology – The Integrator
Tech Interviews
Local by Design: The Untold Advantage Behind the Middle East’s Most Trusted Platforms

By Khaled Nuseibeh, CEO of Hala
In today’s digital world, global platforms often dominate headlines. Yet in the Middle East, a different success story is unfolding—one led by home-grown innovation. Local platforms in the Middle East aren’t trying to catch up. They’re rewriting the playbook.
The Rise of Local Digital Platforms in the Middle East
Platforms rooted in their own communities see what others miss. They understand the silent signals of everyday life—the way people move, pray, celebrate, and adapt to seasons.
Taxi demand, for instance, spikes after Friday prayers, not just during morning rush. Families shift their travel patterns during Ramadan. During the scorching summer, shaded areas and malls become primary destinations. You won’t find these insights on a global dashboard—they come from living them.
Built-In Context: Why Localisation Wins
Being close to the ground gives local platforms a major edge. In a city like Dubai, it makes a difference whether you’re navigating Deira’s tight alleys or Downtown’s wide streets.
At Hala, we designed our model around this insight. Our “location snapping” project improved over 60,000 pickup and drop-off points—faster routing, fewer errors, and better experiences for both riders and captains.
Operational Excellence Through Cultural Intelligence
We don’t wait for problems to escalate. Our team spotted supply gaps caused by standardised captain shift times. So, we adjusted schedules to better match demand during peak periods—without compromising captain wellbeing.
Because we operate locally, we can act quickly. We don’t need to wait for head office approvals across time zones. We just fix what needs fixing.
Aligning with UAE Policies and National Vision
The value of localisation goes far beyond convenience. Increasingly, it aligns with national priorities. The UAE’s commitment to smart cities, sustainability, and economic diversification offers a clear framework for innovation—and regional players are best positioned to deliver on that.
For instance, just last month, Dubai launched a new initiative to award more government contracts to domestic manufacturers. The Ministry of Industry and Advanced Technology also partnered with major retailers to boost visibility for locally produced goods.
These policies reflect a deeper truth: sustainable progress must be built from within. At Hala, founded as a public-private partnership between the RTA and Careem, this philosophy isn’t just a talking point—it’s how we operate.
Community-First Tech: A Blueprint for Scalable Growth
Trust is earned in the street—through consistency, reliability, and cultural relevance. That’s why both Hala and Careem Plus have kept support operations in-country, tailored our features to reflect the needs of UAE residents, and continually invested in tech that reflects local behaviours.
When localisation is built into your business model—not added as an afterthought—you can adapt faster, deliver more impact, and align seamlessly with both policy and community expectations.
Whether it’s refining geo-location accuracy, rethinking shift schedules, or rolling out financial services that matter to users here, local digital platforms in the Middle East are shaping a new era of tech leadership.
The Path Forward: Growth Built on Relevance
This region is young, mobile-first, and ambitious. People here aren’t just looking for functionality—they want platforms that reflect their identity, speak their language, and understand their context.
And increasingly, localisation isn’t a limitation on scale—it’s the blueprint for sustainable growth. The Middle East is not a monolith, and its cities are not interchangeable. Platforms that understand this will not only serve their markets better—they will lead them.
Read how Globant uses tech to drive sustainability in business
Tech Interviews
Why TWO99 is Rethinking Cloud Marketing with Compliance, Data, and Agility

How does TWO 99 ensure its Cloud Security Solution remain compliant with evolving international data privacy laws like GDPR and HIPAA?
Two99’s cloud-native security solutions—including CNAPP, CWPP, and CSPM—are engineered to align with evolving international data privacy regulations such as GDPR and HIPAA through a proactive, multi-layered compliance framework. Our platforms integrate automated policy enforcement and real-time security posture monitoring to enable rapid detection and remediation of compliance deviations.
As an ISO 27001:2022 certified organization, we maintain a robust Information Security Management System (ISMS) that embeds data protection, risk assessments, and regular audits into our core operations. In parallel, our ISO 9001:2015 certification underscores our commitment to rigorous quality management processes, allowing agile adaptation to global regulatory shifts.
Our compliance team continuously monitors international privacy standards, translating insights into operational controls and product enhancements. We enforce stringent data storage protocols, including encryption of data at rest and in transit using advanced cryptographic methods, along with secure key management and policy-driven data retention and deletion.
Regular internal evaluations and third-party audits further validate our security posture, ensuring that Two99’s offerings not only meet but consistently exceed global data protection standards.
Given your background with WPP and GroupM, how has your approach to digital transformation changed since founding TWO 99?
My experience with WPP and GroupM provided invaluable insights into how large-scale organizations operate—especially in terms of process, structure, and scalability. However, founding TWO99 marked a deliberate shift toward a more agile, innovation-driven approach to digital transformation. At TWO99, we focus on vertical-agnostic scalability, bringing together technology, creativity, and performance under a unified, adaptable framework.
Unlike traditional holding companies that often operate within rigid silos, our model emphasizes speed, flexibility, and integration. We’ve built an ecosystem that allows us to pivot quickly, test rapidly, and deploy solutions that are customized to the dynamic needs of each client. This is especially critical in emerging markets like India, where consumer behaviors and platform trends evolve at breakneck speed.
Our approach moves away from isolated service offerings and instead delivers end-to-end growth strategies—from brand storytelling to performance marketing—under one roof. This integrated engine not only accelerates ROI but also empowers clients to scale more efficiently across diverse industries and geographies.
Ultimately, digital transformation at TWO99 is not about adopting new tools; it’s about building a mindset of experimentation, collaboration, and continual evolution—something that’s only possible when tech, creative, and media are not just coexisting, but co-creating.
You speak a lot about growth marketing—what’s one underused strategy or tool you believe more startups should adopt?
One of the most underutilized yet high-impact strategies in growth marketing today is predictive audience modeling—specifically using first-party data to anticipate user behavior before a customer even shows active intent. In the rush to acquire users, many startups focus heavily on performance spend and surface-level targeting, often missing the opportunity to build smarter, more efficient pipelines through data-driven foresight.
By leveraging tools like AI-powered lookalike modeling or Google’s AutoML, companies can identify emerging patterns and preemptively segment high-intent audiences. These platforms analyze behavioral signals—ranging from product interactions and website heatmaps to backend signals like GitHub commits or CRM workflows—to spot trends that traditional analytics would miss.
At TWO99, we’ve seen transformative results with this approach. For instance, by layering multiple intent signals (e.g., developer activity, trial-to-paid movement, sales pipeline stages) and combining them with Dynamic Creative Optimization (DCO), we helped a SaaS client reduce their Customer Acquisition Cost (CAC) by over 30%. This wasn’t just about targeting more people—it was about targeting the right people, at the right time, with the right message.
Startups that embrace predictive modeling early in their growth journey can shift from reactive marketing to proactive growth engineering, ultimately driving better ROI, faster time to conversion, and more sustainable customer relationships.
At TWO 99, how do you balance creative innovation with data-driven performance when leading campaigns for tech and cloud-based clients?
At TWO99, we treat data as the creative brief—a philosophy that helps us seamlessly bridge creative storytelling with performance marketing, especially for tech and cloud-based clients. Rather than starting with assumptions or generic messaging, we begin with behavioral analytics and first-party data to uncover real pain points, usage patterns, and moments of friction within the user journey.
This insight-driven approach allows us to craft narratives that aren’t just imaginative, but deeply relevant and conversion-focused. For example, if product analytics show a drop-off at the integration stage, our creative strategy might revolve around simplifying technical complexity or highlighting seamless onboarding. In this way, the campaign’s message is directly informed by what users are experiencing, not just what the brand wants to say.
We also continuously A/B test creative iterations—from copy to visual formats—to fine-tune performance in real time. For tech and cloud clients, where the buyer journey is often complex and multi-touch, this balance of data and creativity ensures that each piece of content not only captures attention but drives measurable outcomes like engagement, sign-ups, or qualified leads.
In short, we don’t see data and creativity as separate tracks. At TWO99, one fuels the other—creating high-performance campaigns that are not only intelligent but emotionally resonant.
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