Connect with us

Tech Interviews

Uniphore Conversational Automation Enhances Enterprises’ Customer Interactions

Published

on

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.

Ravi Saraogi, Co-founder & President-APAC at Uniphore

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

Transforming Architectural Design: Lifesize Plans’ Augmented Reality Journey

Published

on

augmented reality

Integrator Media had an exclusive interview with Georges Calas, CEO of Lifesize Plans Dubai. The Q&A delves into Lifesize Plans Dubai’s innovative approach to architectural and construction planning through the integration of augmented reality (AR) technology. It explores how Lifesize Plans uses advanced projection technology to showcase building floorplans in a true 1:1 scale, allowing clients to visualize their projects with unprecedented realism.

  1. Could you explain Lifesize Plans’ approach to integrating augmented reality with traditional architectural and construction planning? How did this idea originate?

Lifesize Plans Dubai, headquartered in Australia, offers a unique service of projecting building floorplans in a true 1:1 scale using advanced integrated projection technology, allowing clients to walkthrough floorplans in real size before construction begins. Additionally, Lifesize Plans leverages augmented reality to further enhance clients’ visualization of their projects.

Lifesize Plans’ approach to integrating augmented reality with traditional architectural and construction planning is both innovative and practical, offering clients a collaborative space where they can actively participate in the pre-construction planning process. It goes beyond conventional floorplans, offering clients a comprehensive visualization of their projects through AR, including interior and external landscaped areas, providing clients a clear understanding of how their project will look like upon completion.

Lifesize Plans introduced AR as an additional advantageous tool aimed at streamlining the pre-construction process. Traditional architectural and construction planning methods often encounter limitations, particularly in effectively conveying the spatial experience through 2D drawings and static renderings, which can result in client misunderstandings. Hence, the integration of advanced technology and AR into the pre-construction phase benefits all parties involved, facilitates clear communication and ensures successful execution of projects. 

  • How has the introduction of AR technology transformed the client consultation process at Lifesize Plans?

Integrating AR has significantly transformed the client consultation process at Lifesize Plans Dubai. Some benefits include:

Enhanced Visualization: AR allows clients to visualize their project in a more immersive and realistic manner. Instead of relying on 2D drawings or static renderings, clients can clearly visualize a virtual representation of their future space.

Real Time Changes and Improved Communication: AR facilitates live adjustments to floorplans during pre-construction. This level of interactivity enables clients to experiment different designs and observe the outcomes of their decisions, also fostering streamlined communication between clients and professionals.

Time and Cost Efficient: By visualizing and adjusting floorplans in real-time, clients can swiftly identify risks and minimize costly revisions during construction. This streamlined process facilitates quick decision-making, ultimately saving both time and money.

  • What are some of the major technical challenges you’ve faced while developing and implementing these AR services?

Incorporating advance technology including AR into diverse processes poses several technical challenges, including the following:

  • Companies must consider the financial constraints associated with developing and deploying AR solutions. Customizing AR apps can range from a few thousand dollars to six figures, depending on complexity and features.
  • Companies often worry about skill/technological gaps and may lack expertise in AR development, use-cases, and maintenance. Bridging these gaps requires proper training and upskilling of the workforce.
  • Allocating financial and human resources to AR implementation is challenging. Organizations must balance competing priorities to ensure AR projects receive adequate attention.
  • Convincing top management to invest in AR technology can be difficult. Demonstrating clear benefits and ROI is essential to gain buy-in from decision-makers.
  • As AR services become more widespread, privacy and safety issues arise. Companies must address cybersecurity threats and comply with regulations to protect user data and maintain trust.
  • Some stakeholders may have misconceptions about AR, leading to resistance or hesitation. Educating executives and users about the potential benefits of AR is crucial.
  • In what ways do you believe Lifesize Plans’ technology sets it apart from other companies in the architectural and interior design industry?

Lifesize Plans Dubai’s advanced technology is an effective tool in the architecture, interior design and construction industry, standing out as a unique concept for various reasons.

  • The technology allows individuals to walkthrough future projects before construction begins in a true 1:1 scale, providing a level of realism and spatial understanding that traditional 2D renderings often lack. Lifesize Plans’ AR services also provide detailed, immersive visualization, further allowing clients to engage with their projects.  
  • Clients can make live changes to floorplans during pre-construction to see immediate effects of their choices, facilitating quick decision-making to align with their vision.
  • Lifesize Plans enhances virtual projections by integrating faux furniture and props to, allowing clients to interact with and experience the layout and functionality of the space, while also savings costs for real estate developers by eliminating the need to invest in showcases villas, apartments, etc.
  • As the CEO overseeing operations at Lifesize Plans, what have been your biggest learnings from integrating such advanced technology into everyday business processes?

Lifesize Plans’ integration of cutting-edge technologies has not only enhanced business processes but also revolutionized the interaction between clients and professionals revolving around architectural and interior designs. The combination of immersive experiences, collaboration, and efficiency has been a game-changer for the company but also sets new standards within the industry. Here are some of my learnings:

  • Using advanced technologies has transformed client engagement and collaboration as it allows clients to explore future spaces in detail and visualize them before it is built. 
  • Integrating advanced technologies is both time and cost efficient, streamlining designs and planning phases.
  • Advanced technology enables stakeholders to make quick, improved, and realistic decisions. Whether it’s choosing finishes, evaluating spatial layout, or assessing overall aesthetics, having a tangible representation helps clients and professionals alike, contributing to successful project outcomes.
Continue Reading

News

Harnessing AI for Cyber Defense & Redefining Cybersecurity’s Next Frontier

Published

on

anomali cybersecurity


In the interview with Dr. Ahmed Rubaie, Chief Executive Officer at Anomali, he discusses with the Integrator Anomali’s expansion strategy in the Middle East, latest innovation, and cybersecurity challenges that come their way.

  1. Can you give us an overview of Anomali’s background, its journey, and the key activities it’s been involved in?

Anomali has been an innovator in the cybersecurity domain for over 10 years. Centered around an omnipresent and intelligent Anomali Copilot that automates important tasks and seamlessly reports to management in seconds, Anomali’s first-in-class offering of a comprehensive AI-powered Security Operations Platform that includes SIEM, SOAR, UEBA, TIP, and ETL capabilities is a natural evolution from its earliest days. Combining the expertise of its President, Hugh Njemanze, the inventor of SIEM, and its market-leading position providing the world’s largest threat repository – Anomali has driven advancements including fully embedding cybersecurity-tuned large language models across an integrated cloud-native platform that doesn’t require an external data lake, leading to scalability and performance unmatched by more traditional players. 

Utilizing natural language to address threats not only dramatically increases our customers’ ability to address security risks in a timely fashion, but also helps retain key security talent. All of this is critical as cybersecurity threat is evolving every day, and Anomali is a key partner in revolutionizing security management for customers – recently unveiling its Leading AI-Powered Security Operations Platform that is modernizing security operations. 

  1. How has Anomali transformed security operations for major enterprise clients worldwide, and what sets its approach apart?

Anomali is helping some of the largest enterprise customers in the world by consolidating and replacing their full stack of legacy cybersecurity technology. Anomali recently helped a global financial institution install Anomali Copilot and replace its legacy visibility tool set (ETL, SIEM, etc.) with a cloud-native Security Analytics solution while reducing cost from ~$10M to ~$5M per annum. Together with progressive global customers, Anomali is revolutionizing a different way of managing security while helping better retain key security talent.

  1. Could you elaborate on Anomali’s expansion strategy in the Middle East, particularly its efforts in the UAE and KSA?

With the UAE’s and KSA’s geopolitical significance and swift digital transformation, there’s an urgent need for advanced security measures in these regions. Anomali’s continued investment in Saudi Arabia and the UAE is a proactive step towards fortifying critical infrastructure, businesses, and individuals against escalating cybersecurity risks. Given Anomali’s cloud-native DNA, the company is well-positioned to help customers throughout this region in their cloud migration journeys and plans to invest accordingly.

  1. What can you tell us about Anomali’s latest innovation in security analytics solutions, and how does it aim to address current cybersecurity challenges?

Anomali’s recently launched Security Operations Platform has modernized and consolidated the delivery of legacy Security Analytics solutions, including ETL, SIEM, XDR, SOAR, and TIP into one integrated solution at a fraction of the cost. The platform enables CIOs and CISOs to achieve actioned visibility while reducing security incidents and event data storage costs. As the threat continues to evolve rapidly, Anomali has also introduced a production-level AI capability into its solution, Anomali Copilot, which automates and frees up more than 50% of security analysts’ day – delivering more meaningful productivity to help build and retain better talent, while significantly accelerating performance on searches (petabytes of data in minutes). 

  1. Looking ahead, what technological trends do you anticipate in the next decade, and how does Anomali plan to equip organizations to safeguard their businesses effectively amidst these changes?

AI and machine learning will continue to play an expanding role in both cyber-attacks and threat detection/visibility. While cybercriminals are increasingly leveraging AI to carry out advanced attacks on networks and individuals, organizations will be employing AI tools in lockstep to transform threat detection and response. Anomali will continue to evolve alongside threat, providing the most advanced AI-powered solutions to transform visibility and detect and remediate threats faster. 

Continue Reading

Cover Story

D-Link’s Approach to Next-Gen Networking Solutions

Published

on

may cover

The Integrator recently interviewed Sakkeer Hussain, Director- Sales & Marketing Middle East & Africa, D-Link.

Sakkeer discussed how D-Link uses cloud technologies to improve their products across different categories. He emphasized the benefits of cloud technology for D-Link products: convenience, security, scalability, and improved user experience.


Could you provide us with insights into how D-Link incorporates cloud technologies into its product portfolio, particularly with cloud routers, cameras, and managed access points?

At D-Link, we integrate cloud technologies into various aspects of our product portfolio, to offer users remote access, manageability, and enhanced functionality. 

D-Link cloud routers can be configured and managed remotely through a web interface or mobile app. This allows users to monitor their network status, adjust settings, and troubleshoot issues from anywhere with an internet connection. Some of these routers offer cloud-based security features like intrusion detection and prevention systems. These systems can help identify and block potential security threats on the network. We also have cloud-based parental controls, allowing users to manage internet access for their children by filtering websites, scheduling internet access times, and blocking specific applications.

When it comes to our cloud cameras, users can view live footage and recordings remotely through a mobile app or web interface. This enables users to keep an eye on their homes or businesses from anywhere. Cloud-based motion detection allows cameras to send alerts to users’ smartphones or emails whenever motion is detected. This can help monitor potential security breaches. Some D-Link cloud cameras offer cloud storage for video recordings. This eliminates local storage devices and allows users to access recordings anytime, anywhere.

As you might be aware, we offer cloud-based management platforms for our managed access points. These platforms allow network administrators to remotely configure, monitor, and troubleshoot multiple access points from a single location.

By incorporating cloud technologies, we aim to provide users with a more convenient, secure, and scalable networking experience, which we have successfully done to date. 

How do you foresee cloud-managed networks shaping the future for businesses, and what role does D-Link play in driving innovation in this space?

Cloud-managed networks are poised to revolutionize business networking, and D-Link is well-positioned to be a key player in this transformation. 

Imagine juggling a bunch of Wi-Fi routers at different offices – that’s what managing networks can feel like for businesses without a big IT team. Cloud-based platforms are like magic wands for these situations. They also help save manpower. Instead of wrestling with each router individually, you can log into one simple dashboard from anywhere. This lets you see everything that’s going on at all your offices, fix any issues that pop up, and keep your network running smoothly – all without needing a team of tech experts. It’s a real time-saver. Cloud-managed networks can also offer advanced security features like threat detection and automated updates, keeping business networks safer. Thanks to the cloud’s scalability feature, businesses can easily add or remove devices to their network as needed. So for sure, it is going to shape the future of a digital-first environment. 

D-Link is already driving many innovations in this space. We introduced Nuclias range of solutions back when it was critical for organizations to have such a solution for business continuity. We focus on developing interconnectivity and user-friendly cloud management platforms that are intuitive and easy for even non-technical users to navigate. We also ensure to integration of advanced cybersecurity into our managed networking solutions.

Can you give us an overview of the features and functionalities of D-Link’s newest product, the AQUILA PRO AI M60 AX6000 Smart Mesh Wi-Fi 6 system?

The D-Link AQUILA PRO AI M60 AX6000 Smart Mesh Wi-Fi 6 system is a feature-rich offering designed to deliver high-speed, reliable Wi-Fi coverage throughout your home. With its AI-powered optimization, mesh networking capabilities, and robust security features, the M60 aims to provide a future-proof networking solution for demanding households.

Some highlights of the product are as follows – 

·      The M60 boasts AX6000 dual-band Wi-Fi 6 technology, delivering speeds of up to 6 Gbps. This translates to blazing-fast internet for smooth streaming, lag-free gaming, and efficient handling of multiple connected devices.

·      The M60 utilizes a powerful antenna design coupled with AI technology to provide comprehensive 360-degree Wi-Fi coverage throughout your home. This eliminates frustrating dead zones and ensures a seamless connection wherever you are.

·      The M60 functions as a standalone router, but it also has built-in mesh capabilities. This allows you to add additional AQUILA PRO AI routers or extenders to your network in the future, creating a mesh system for even larger homes.

·      The M60 leverages AI to automatically scan and select the best channels with minimal interference, optimizing your Wi-Fi performance.

·      The AI tech also enables self-healing mesh capabilities, ensuring your network automatically recovers from any minor disruptions.

·      The M60 offers advanced Quality of Service (QoS) with AI-powered network prioritization. This allows you to prioritize bandwidth for specific devices or activities, ensuring smooth operation for critical tasks like video conferencing.

·      The M60 comes with built-in security features like WPA3 encryption to help safeguard your home network. Additionally, it offers premium parental controls to manage internet access for your children.

·      The M60 is designed for user-friendly setup and management through the intuitive AQUILA PRO AI app. This app guides you through the installation process and allows you to monitor your network performance.

How does D-Link view environmentally friendly technologies and the associated costs involved in designing products aimed at reducing carbon footprint and conserving energy?

We think it is critical to have sustainability at the heart of everything we do. 

We take pride in our ‘Green Technology’ agenda, which we introduced for our channel partners and end-user customers in the region. Thirteen years ago, D-Link was the first to introduce the industry’s first ‘Green Ethernet’ technology with a series of environmentally friendly small office, home office (SOHO) Gigabit switches that decrease energy costs by reducing power consumption without sacrificing operational performance and functionality. D-Link has continued this ethos and today, we continue to develop green networking technology, which allows our products to reduce power consumption drastically. 

AI can play a key role in enabling us to create environmentally friendly technologies that are cost-effective and user-friendly, without compromising on the design and quality. 

Could you share some insights from the recent Distributor Meet 2024 hosted by D-Link Middle East & Africa in Bali, Indonesia?

D-Link’s regional distributor meet was a memorable experience, it was all about saluting collaboration and recognizing the incredible partnerships we have built over the years. The event brought together our top distributors from across the Middle East and Africa. We recognized the outstanding achievements and contributions of these distributors to D-Link’s success. Additionally, D-Link’s senior management presented insightful information on current market trends and shared their strategic roadmap for the future. The event was also a platform for our distributors to share valuable feedback with us on market challenges, customer preferences, and areas for improvement in D-Link’s products and services. We also had several team-building and networking sessions. 

How does D-Link plan to maintain and strengthen its partnerships with distributors and stakeholders in the Middle East & Africa region moving forward?

At D-Link, we ensure our partners know we are there for them. For any successful collaboration – communication, shared vision, clear goals, and passion are important and this is what we share with our distributors and partners. We will continue to host regular meets and training workshops, develop strong partner programs and incentives, and provide unwavering support to foster enhanced collaborations. We look forward to continuing to inspire and empower D-Link’s network of distributors and channel partners to thrive in today’s competitive market. 

Continue Reading

Trending

Please enable JavaScript in your browser to complete this form.

Copyright © 2023 | The Integrator