Conversation Insights Agent (Uniphore)
Automated quality management and advanced analytics for contact centers, turning interactions into actionable insights.
Executive Summary
U-Analyze is Uniphore's post-interaction analytics tool designed for contact centers. It leverages multimodal AI, including speech and text analytics, to process and analyze customer and agent conversations across various channels like voice, email, and chat. The solution transforms unstructured interaction data into structured, actionable insights. This platform enables automated quality management, compliance monitoring, and advanced analytics to identify friction points, improve agent performance, and gain deeper business insights. It integrates with existing call recording systems and offers real-time analytics capabilities, making valuable data readily available for analysis and decision-making. U-Analyze is part of Uniphore's broader Enterprise AI platform, built to be sovereign, composable, and support various deployment models, ensuring enterprise-grade governance, access controls, and compliance with major data privacy regulations.
Use Cases
- Automated Quality Management
- Compliance Monitoring
- Identifying Customer Friction Points
- Improving Agent Performance
- Gaining Business Insights from Customer Interactions
Features
Visibility
- Actionable Insights Dashboard: Visualizes structured data and insights from customer and agent interactions.
- Real-time Analytics: Provides instant insights into ongoing conversations for immediate quality assurance and intervention.
Intelligence
- Speech Analytics: Identifies and analyzes human speech to extract structured data and insights.
- Text Analytics: Processes and analyzes text from chat and email interactions for insights.
- Generative AI-Powered Conversational Intelligence: Applies advanced AI to understand, analyze, and generate insights from conversations.
- Friction Point Identification: Automatically detects potential areas of customer dissatisfaction or agent struggle.
Technical Specifications
- Architecture
- Composable data platform with multimodal AI, designed for sovereign deployments across on-premise, cloud, and multi-cloud environments.
- Deployment
- Hybrid (SaaS, On-Premise, Multi-cloud)
- API Available
- Yes
AI/ML Stack
- Speech Analytics
- Text Analytics
- Multimodal AI
- Generative AI
Integrations
- Call Recording Systems
- Data Lakes
- Data Warehouses
- Databases
- ActionIQ
Security & Compliance
Certifications: ISO 27001, SOC 2 Type II, PCI DSS v3.2.1
Encryption: Data encryption in transit and at rest.
Pricing
- Starting Price
- Contact sales
- Target Customer
- Enterprise
About Uniphore
Uniphore is a Business AI company that develops artificial intelligence platforms for enterprise use, specializing in conversational AI and multimodal data processing. Its flagship 'Business AI Cloud' is a full-stack platform that integrates data, knowledge, models, and software agents to enhance sales, marketing, and customer service operations. The company provides secure, composable AI solutions for real-time analysis of customer conversations, agent performance coaching, and generative AI-driven insights.
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