Unified Office, a MSP that offers reliable, cloud-based, business communications, IoT, AI and business analytics services, announced an expansion of its TCNIQ sentiment analysis offering. This unveiling took place at the 2024 Enterprise Connect conference in Orlando.
The update to TCNIQ is designed to harness the power of AI to transform voice interactions by creating the ability to coach employees in real-time, also improving their ability to optimally communicate a company’s messaging and brand to customers.
The AI-based offering analyzes phone conversations to provide advice to managers in real-time, allowing them to intervene to rectify a situation before the call is completed. It provides AI-based virtual whisper coaching to help employees provide better customer service, reward loyalty or cross-/up-sell of products and services. It also scores phone calls for employee performance and customer sentiment, providing instant scores to managers.
“This offering is a key component of our Voice is the Future vision for business communications,” said Ray Pasquale, the founder and CEO of Unified Office. “We avoid common AI mistakes that could negatively impact customer interactions by having a vertical market focus. Unlike other large AI language models, we develop vertically focused small language models that are relevant to our customers’ business. This helps to ensure not only accuracy but also produces actionable output relevant to their specific needs. AI has already analyzed our emails, shopping history, travel routes but until recently voice has been an afterthought yet it’s the most important form of communication.”
Features include:
- Real-time call analysis.
- “Whisper coaching” with AI.
- Real-time delivery of critical notifications.
All Unified Office services come via the Total Connect Now platform, which offers an easy-to-use, managed business communications service that integrates voice and video communications, messaging, service-level monitoring, business continuity and AI-based business analytics tools into a seamless, high quality, reliable communications service that can be configured to meet the unique needs of any business.
For details on Unified Office partner opportunities, click here.
