Product Overview: Uniphore U-Analyze (formerly auMina Qsense)
Uniphore’s U-Analyze is a sophisticated conversational AI-based analytics tool designed to transform performance management and customer service operations within contact centers and other customer-facing environments. This solution is part of Uniphore’s comprehensive suite of Conversational AI products aimed at enhancing customer interactions and driving superior service quality.
What U-Analyze Does
U-Analyze analyzes 100% of customer interactions, including voice calls, chat, and email, to provide a comprehensive and detailed view of performance and service quality. This AI-driven solution helps businesses understand customer behaviors, refine contact center operations, and significantly improve overall customer experiences.
Key Features and Functionality
Automated Quality Monitoring and Scoring
U-Analyze automates the quality monitoring and scoring process by evaluating every customer interaction using customized scorecards. This reduces the need for manual evaluations, ensuring consistent quality management across all interactions.
Advanced Sentiment and Tonal Analysis
The tool performs advanced sentiment and tonal analysis to better understand customer emotions and resolve issues more efficiently. This feature helps in identifying and addressing customer frustrations promptly, thereby improving customer satisfaction.
Customizable Dashboards and Reports
U-Analyze offers interactive and customizable dashboards and reports that allow businesses to monitor key metrics such as service levels, agent performance, sentiment, and trends. These tailored insights enable data-driven decision-making and enhance operational understanding.
Intent Mining and Topic Discovery
Using AI, U-Analyze analyzes customer interactions to uncover emerging topics and hidden opportunities. This helps inform business strategies and drive sales through effective promotions and messaging.
Agent Feedback and Coaching
The solution includes an agent feedback log that allows quality managers to review agent performance and provide targeted feedback related to key moments in customer interactions. This accelerates the agent coaching process, enhancing customer service skills continuously.
Compliance Monitoring
U-Analyze automatically monitors customer interactions for potential compliance risks, ensuring that agents adhere to regulatory standards and reducing the risk of costly penalties. This feature simplifies compliance monitoring and maintains high compliance accuracy rates.
Key Moment Identification
The tool employs AI to detect crucial moments within conversations, enabling teams to take the best next-step actions for improved customer experience and conversational quality. This saves valuable time by highlighting key moments rather than requiring the review of entire calls.
Omnichannel Analysis
U-Analyze efficiently analyzes customer interactions across multiple channels, including voice, chat, and email, providing a holistic view of customer needs, preferences, and behaviors.
By leveraging these features, U-Analyze helps businesses elevate agent performance, boost customer satisfaction, and ensure compliance, ultimately driving exceptional customer experiences and operational efficiency.