CustomerZone360 NEWS

Free eNews Subscription

Unified Office Combines Sentiment Analysis with Real-Time Alerts

By Greg Tavarez February 23, 2024

Customer service teams relying solely on post-call sentiment analysis may be missing crucial opportunities to improve interactions. While the technology holds promise for understanding customer emotions, its delayed insights limit its ability to influence conversations in real-time. This hinders proactive intervention and personalized responses and raises concerns about customer satisfaction and potential missed opportunities to address issues before they escalate.

Enter Unified Office.

Unified Office is known for its cloud-based business communication, IoT, AI and analytics-powered solutions. The company’s goal is to provide businesses with reliable and scalable technology to enhance customer experience, optimize operations and drive growth.

To help businesses improve interactions with customers, Unified Office announced it combined its next-generation Sentiment Analysis tool with the Premium Notifications product. The combination provides real-time emotion detection and immediate action on phone calls between customer service representatives and clients.

Unified Office's innovative solution leverages advancements in machine learning and messaging technology to deliver sentiment-based alerts directly to management staff in real-time. This allows for immediate coaching of customer service representatives during crucial interactions.

Unified Office's Sentiment Analysis tool, TCNIQ, automatically scans thousands of recorded conversations, identifying emotions like happiness, anger, and sadness. It also recognizes pre-defined keywords and phrases, helping pinpoint customers needing extra attention, potential upsell opportunities, or employee coaching moments. Now, with the integration of Premium Notifications, TCNIQ's insights are delivered directly to managers' preferred devices, enabling immediate action.

For businesses, this integration means better customer experiences, improved employee performance, improved operational efficiency and data-driven decision making.

"This offering takes whisper coaching, AI, IoT and text messaging to the next level," said Ray Pasquale, founder and CEO of Unified Office. "By leveraging recent advancements in machine learning, messaging technology and the latest in algorithms, users can specify in advance to receive notifications for the specific emotions and keywords that they require. This marks a significant breakthrough, speeding up the task of sentiment detection and transforming an extremely challenging task into a more manageable process allowing for timely remediation."

The long-story-short of this? Unified Office's new offering has potential to further transform customer engagement and employee coaching.

Edited by Alex Passett
Get stories like this delivered straight to your inbox. [Free eNews Subscription]

CustomerZone360 Editor

Related Articles

CUSTOMER Magazine Announces Winners of the 2024 Voice Technology Excellence Awards

By: TMCnet News    4/19/2024

The CUSTOMER Voice Technology Excellence Awards recognize vendors that are emerging as the true leaders in an evolving and growing Voice Technology ma…

Read More

Eventide Steps into Call Centers with NexLog DX-Series Recorders

By: Greg Tavarez    4/17/2024

Eventide Communications, a provider of public safety recording solutions, extended its reach into the call center market with the NexLog DX-Series rec…

Read More

A Spotlight on UCaaS Success: SkySwitch Vectors 2024 and its Contact Center Insights

By: Alex Passett    4/16/2024

At SkySwitch Vectors 2024, the company's Vice President of Revenue joined an expert panel to discuss paths to success for agents and their customers.

Read More

Gen AI Outbound Calling Solutions Provider Vodex Announces $2 Million Seed Round

By: Tracey E. Schelmetic    4/15/2024

Vodex announced last week that it raised $2 million in a seed round from Unicorn India Ventures and Pentathlon Ventures. Vodex was previously backed b…

Read More

Talkdesk Announces Generative AI Suite for On-Premises Environments

By: Tracey E. Schelmetic    4/11/2024

AI contact center solutions provider Talkdesk, Inc. formally announced the launch of Talkdesk Ascend Connect, the company's new generative artificial …

Read More