Case Study: Uniphore builds proactive support and seamless cross-team collaboration with DevRev

Uniphore builds a proactive support culture with DevRev

Uniphore, an AI and analytics company, sought to move beyond traditional ticketing metrics to build a proactive, customer-first support culture. Their challenge was to find a platform that would eliminate departmental silos and foster deep collaboration between their support, engineering, and product teams, transforming support from a transactional function into a strategic asset.

The company implemented DevRev, utilizing its AirSync tool to seamlessly migrate 16,000 tickets and 72,000 comments in just six hours. This provided a unified environment with integrations for tools like Jira and Rocketlane, creating a single source of truth. As a result, Uniphore achieved transparent data flow across the organization, improved collaboration, and empowered its support team to identify and resolve issues proactively, ultimately delivering more action-oriented customer support.

Uniphore

Vinod Muthukrishnan

Uniphore