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Uncover actionable insights from your customer experience data
Optimize contact center performance with an intelligent conversational analytics solution. Unify customer experience data, automate reporting and identify cost-saving and performance optimization opportunities with AI insights.
Advanced conversational analytics powered by Generative AI
Unlock the power of your enterprise data with U-Analyze, a cutting-edge conversational analytics tool driven by advanced large language models. Leverage Generative AI to explore customer interactions revealing trends, intents, and actionable insights. U-Analyze helps you understand your customers better, optimize contact center operations, and deliver seamless, efficient customer experiences.
Enhance the customer and agent experience
U-Analyze captures real-time and historical data to inform your next move.
U-Analyze features powered by AI
Real-time customizable dashboards
Stay ahead of the curve with real-time, customizable dashboards that offer instant insights into service levels, agent performance and emerging issues. Tailor your view to monitor key metrics that matter most to your business, ensuring proactive management and swift decision-making.
Contextual insights extraction
Configure and utilize natural language prompts to extract and analyze contextual insights from conversations. Leverage generative AI to surface critical information and uncover hidden patterns within customer interactions.
Comprehensive quality management
Streamline and scale your quality management process with AI-driven analytics. Automate interaction scoring, provide actionable agent feedback and maintain high performance standards across your contact center, ensuring consistent and exceptional customer service.
Advanced sentiment and interaction analysis
Enhance customer satisfaction by leveraging AI to analyze sentiment, tone and key moments within interactions. Uncover hidden insights and emerging trends to better understand customer needs and improve their experience with every contact.
Intent mining and topic discovery
Unlock valuable insights by analyzing every customer interaction to discover intent patterns and emerging topics. Use Generative AI to identify opportunities and optimize your approach, driving better business outcomes.
Data security and compliance
Protect sensitive customer data with robust security features and ensure compliance with industry regulations. U-Analyze provides peace of mind, allowing you to focus on delivering exceptional service while safeguarding your data.
How it works
Discover how Uniphore’s U-Analyze conversational analytics software analyzes real-time interactions to deliver actionable insights. See how it helps you scale operations, streamline processes and improve customer satisfaction with ease.
Driving business impact
Industry-Leading CX with 87% CSAT
Hotel & Casino leader bets on Uniphore to vault to the top of digital betting industry.
100% Data-Informed Insights
BPO deploys U-Analyze to go from 5-10% manual call monitoring to capturing 100% of interactions.
Uniphore transformed our quality and compliance efforts, saving our analysts’ time, enabling us to monitor every conversation with investors, and improving compliance scores. Better yet, we’re now able to gain actionable insights from the voice of the customer to help us improve the investor engagement and experience.
Senior vice president of business solutions and change management for a large international banking group
Frequently asked questions
U-Analyze (and the rest of Uniphore’s enterprise AI solutions) have always been built with humans in mind. We strive to create a strong connective tissue between humans, AI, and machines so that customers and businesses can benefit.
U-Analyze offers unique conversational analytics features such as:
- Gen AI-powered conversation facts: Uses natural language prompts – instead of keyword-based rules – to extract faster, more accurate actionable insights.
- Real-time, customizable dashboards: Gathers data for immediate insights with real-time, customizable dashboards to stay on top of service levels, monitor agent performance, and proactively address emerging issues.
- Out-of-the-box analytics solutions: Offers customizable dashboards, pre-trained intents, pre-configured workflows, and trained AI to address industry-specific contact center analytic use cases to accelerate implementation and time to value.
Conversational analytics leverages AI to extract data from conversations and interactions. It is commonly used in the customer service and contact center settings, although to varying degrees.
Advanced conversational analytics tools like U-Analyze use generative AI to uncover trends, intents, and insights from customer interactions. This helps businesses better understand their customers, fine-tune contact center operations, and create smoother, simpler customer experiences.
Your best contact center speech analytics software should include the following features:
- Able to provide deep insights: For better operational efficiency, revenue generation, and customer experience, your contact center analytics tool should go beyond keyword identification and natural language processing (NLP). It should proactively analyze conversation and conversion opportunities for you.
- Presented comprehensively and intuitively: The platform where your data “lives” should be highly visual, adaptable, annotatable, customizable, and useful for the needs of your organization. And, the platform should adequately serve people in different departments with unique goals.
- Able to analyze 100% of your interactions: Currently, 41% of contact center leaders struggle to get the data they need, leaving behind a massive amount of valuable data. (Researchscape) The best conversational analytics solutions generate insights from all of your interactions so you have the most comprehensive overview.
U-Analyze is just one component of our entire enterprise AI portfolio.
Common use cases for customer service analytics tools – like speech and voice analysis software – include:
- Customer experience optimization
- Identifying how to automate workflows
- Discovering better ways to drive revenue
- Agent performance improvements
- Quality management assistance
For example: Using U-Analyze data, a supervisor may learn that their team struggles to de-escalate angry callers and creates a training to address the issue.
Or, a customer experience leader may be alerted to an influx of interactions about a new product feature, so she provides a detailed report to assist the product team.
The role of U-Analyze is to collect and organize various types of data (including structured and unstructured), provide a comprehensive overview, and surface trends based on the business’ priorities. From there, your team can fully leverage this information to make data-informed decisions and improvements.
If you want to learn more about U-Analyze call center speech analytics and our other AI solutions, book a demo with our team today.
