Ubiquity, a global outsourcing provider in sectors such as financial services, healthcare, insurance, and retail/e-commerce, has successfully completed the acquisition of Aigent, a company specializing in AI-driven agent coaching, monitoring, call transcription, and post-call analytics.
Aigent's proprietary AI technology for agent coaching, monitoring, call transcription, and post-call analytics will be incorporated across Ubiquity's five TechSuites. Each suite is designed to address distinct aspects of operational efficiency and customer service, ensuring that Ubiquity continues to deliver top-tier solutions in the industry:
1. inReach: Direct customer interaction with comprehensive voice and digital channel support, self-service integrations, and AI-enabled real-time assistance.
2. inTouch: A robust agent performance management system with real-time and historical reports, proactive coaching, and valuable insights for team leads and managers.
3. inScribe: Complete omnichannel interaction recording and AI-powered analytics, ensuring quality and consistency in customer interactions.
4. inCharge: Process automation and flexible workflow modeling for optimized efficiency and compliance in operational processes.
5. inSight: AI-powered data analytics and executive dashboards supporting the TechSuites with deep operational insights and data integration capabilities.
Sagar Rajgopal, President & Chief Customer Officer of Ubiquity, reflected on the acquisition, "By integrating Aigent's AI technology into our TechSuites, we further enhance our ability to support our agents in delivering meaningful results for our clients and superior outcomes for their customers. This integration is a strategic step in strengthening our position as a leading provider of technology-driven BPO solutions."
Ubiquity is a prominent player across five continents, supporting over 350 brands in sectors such as financial services, healthcare, insurance, and retail/e-commerce. The integration of Aigent's AI technology into Ubiquity's offerings reaffirms the company's commitment to excellence, empowering brands to outsource confidently, delight customers, and carve a path for unparalleled success.
Q Advisors, a globally recognized TMT investment bank, played a pivotal role as the exclusive financial advisor to Aigent in this transaction, ensuring a seamless and strategic partnership.