Uniphore, a Bay Area technology provider specializing in automating customer service interactions, announced today it has acquired U.K.-based Red Box to bolster its ability to capture data from voice and screen conversations. Red Box is the second major acquisition undertaken by Uniphore, which calls conversations “any organization’s most important asset,” since it secured a $400 million funding round less than a year ago. The companies did not disclose financial details of the acquisition.
The Palo Alto, Calif.-based company uses RPA, AI, computer vision to automate contact with current and potential customers. Adding Red Box’s technology will enable Uniphore to add data collected in real time from screen and voice conversations to make those automated interactions more relevant, timely and valuable, the company says.
“Through the years, our customers have relied on us to securely capture their most important asset–‑voice conversations, and to give them full sovereignty of this strategic data set to unlock its value. ” said Richard Stevenson, CEO of Red Box, who will remain with the company. “We are delighted to be a part of Uniphore and also now also able to give customers unparalleled access to Uniphore’s industry leading AI and automation capabilities, helping them drive their business forward.”
Red Box’s technology enables users to exercise complete data sovereignty and the ability to freely access aggregated voice data from all an organization’s conversations. Uniphore, which provides products for self-service, agent assistance and analytics around contact center automation also noted that adding voice and screen capture will accelerate the time-to-value of those capabilities.
During the announcement of the funding round last February, Uniphore stated its intention to leverage the new capital at least partly to expand in Europe. Based in Nottingham, England, Red Box begins to deliver on the promise to strengthen its international footprint.
“During these dynamic economic times, enterprises are realizing the importance of working with integrated platforms that can scale to offer stellar customer experience and proven ROI, versus point solutions and data silos,” said Umesh Sachdev, CEO and co-founder of Uniphore. “Today, I am excited to welcome the Red Box team to bring even more value to our combined global customer base through innovative technology, and a talented team that will help maximize the value of conversations.”