Market Perspectives

The annual Ventana Research Digital Innovation Awards showcase advances in the productivity and potential of business applications, as well as technology that contributes significantly to the improved processes and performance of an organization. Our goal is to recognize technology and vendors that have introduced noteworthy digital innovations to advance business and IT.

Ventana Research has awarded Uniphore X Platform its prestigious 2023 Customer Experience Digital Innovation Award. This award is given to the vendor that best exemplifies innovation and change in support of an organization’s ability to maximize its people, processes, information and technology with regard to building and maintaining customer relationships. All finalists in the area of CX were considered for this award. 

Innovations in bringing timely information to bear on customer interactions have been critical to organizations’ efforts to produce and replicate the best experiences. New digital technologies are changing how customer agents are managed and how they execute their tasks, enabling simpler yet more effective interactions with contact centers and placing more intelligence in customer experience processes. These new tools make it possible to better understand the complete voice of the customer, renovate digital commerce systems and enable a more effective digital subscription model.  

Ventana Research selected Uniphore for the 16th Annual Customer Experience Digital Innovation Award for enabling optimization of customer experiences across multiple interactions with a platform designed to facilitate digital modernization of conversations.

Uniphore has established itself as a major player in the service automation market. The company's strategic partnerships and expanding global footprint have further strengthened its position in the marketplace, attracting customers across various industries such as banking, retail, healthcare and telecommunications. Uniphore's X Platform contains four core applications for the contact center: Self Serve, Assist, Analyze and Capture. The company also provides a conversational intelligence tool – Q for Sales - – that specifically targets sales groups.

Organizations have leaned into automation as a way to improve customer service. When blended with intelligence, it can have a significant impact on customer experiences. Automation in any process is a key stepping-stone to a higher level of efficiency that is needed to help balance the high costs of mass-personalized service against its revenue benefits.

If you have not examined how Uniphore and Uniphore X Platform can help your organization, it is well worth your time. Congratulations, Uniphore, for your continued innovation.