UC technology company Unified Office – which offers business communications, IoT solutions, advanced business analytics and AI-driven products – announced its new AI-based staff engagement grading application, EngageIQ, today at CVxEXPO24.
With this offering, the company continues to expand its suite of AI-based conversational analytics solutions. EngageIQ helps resellers deliver innovative services to customers by adding real-time intelligence that elevates CX for businesses, bringing them closer to customers. It also serves to help protect brands by avoiding, for example, poor social media reviews. EngageIQ is designed to support vertical markets with multi-unit operations, including restaurants, auto dealerships and medical practices.
Engagement scoring – which is often referred to as a “secret shopper” program – has previously been prohibitive for scoring all conversations. With the EngageIQ rules-based app, staff performance is graded for all customer phone conversations. The business owner defines a handful of engagement rules with points assigned to each one. This automatic scoring mechanism enables business stakeholders to identify top performers and those needing additional training. Regular staff performance reviews ensure continuous improvement and alignment with a business’s customer service standards. Manually and continually verifying customer service levels would be overwhelmingly labor-intensive.
“Measuring staff conformance is a huge problem for business operators in service-focused industry segments having high turnover, but Unified Office helps to solve this problem,” said Ray Pasquale, the founder & CEO of Unified Office. “With EngageIQ a business owner can easily determine and even reward their star employees, while undertaking timely corrective measures for those in need of further training, all without having to manually review every single phone conversation on any given day. Visit the Unified Office booth #6005 at the CVxEXPO show to see how it can go to work for you and your customers.”
Key benefits include:
- Customizable AI models.
- Emphasizing accuracy in the AI suite of applications.
- Improved upsell opportunity for resellers.
This tailored approach ensures that AI is effective, accurate and accessible, enabling SMBs to innovate while creating a revenue stream for resellers. EngageIQ is a part of Unified Office’s Total Connect Now (TCN) offering, a managed business communications service that integrates voice and video communications, messaging, service-level monitoring, BC, IoT and AI-based business services. Resellers can adapt this high-quality, reliable suite of products and services to meet the unique needs of any business.
“Channel partners need to offer their customers leading-edge solutions they can trust,” added Pasquale. “EngageIQ is a reliable, accurate and trustworthy solution that your clients can use confidently to improve their customer service while increasing their revenues. We focus our AI capabilities on strengthening customer relationships through the tried-and-true power of voice communication to overcome the growing frustration with call centers, voicemails and chatbots. We believe voice is the future, and we’ve designed our AI product suite to support that vision.”
Visit Unified Office at CVxEXPO booth #6005.
