Communications technology company Unified Office, which offers voice, messaging, business analytics, IoT and AI-based solutions that run on the Total Connect Now (TCN) platform, announced the expansion of its TCNIQAI-based business analytics suite.
In particular, EngageIQ has been expanded with the addition of a classification reporting engine that can now create reports beyond staff training and rating information. In addition, a new prompting product helps refine prompts provided by a user to an AI engine, allowing the information returned to be of higher value.
Previously, features such as sentiment detection and staff training programs were exclusive to advanced contact center platforms used by the largest companies. Unified Office brings all of this functionality to any type of business of any size.
“There is a tremendous amount of hype in the market with regards to AI, which can be very confusing,” said Ray Pasquale, Unified Office’s founder and CEO. “This isn’t surprising as we are in the early stages of what Gartner refers to as the Hype Cycle for AI. Like all other hype cycles in the early stages of a technology evolution, each technology goes through a boom-and-bust cycle. What finally emerges in the productivity stage are products that may or may not look like anything we see and use in the early days of the cycle. At Unified Office we pride ourselves in anticipating market trends and developing those products which will be here to stay.”
Unified Office’s TCNIQ AI Analytics Suite includes:
- EngageIQ, a rules-based app that grades staff performance on phone conversations.
- Sentiment analysis, which detects caller sentiment to identify positive or negative tones, or pre-determined keywords.
- Whisper coaching, which provides immediate coaching and feedback to customer service reps in real-time, as they communicate with customers, enriching the communications experience.
Visit Unified Office at ITEXPO booth #1525.
