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Real-Time Agent Assist Software
Boost agent performance and productivity with real-time guidance and workflow automation.
Create better experiences for your agents and customers
U-Assist helps agents hit the ground running with real-time guidance tools to navigate customer conversations, resolve issues on the spot and automate tedious after-call work.
Reduce onboarding time
Minimize costly errors
Improve agent productivity
Driving business impact
75%
Reduction in agent onboarding time
20%
Improvement in first contact resolution
20%
Reduction in average handle time
80%
Reduction in agent errors
At a Glance
Amplify agent performance with step-by-step guidance in real time
Take the guesswork out of call flow processes with in-call alerts and next-best actions that guide agents at every turn. U-Assist’s real-time prompts ensure agents deliver a consistent customer experience and drive results when it matters most–while the customer is on the line.Turn agents into subject matter experts with knowledge AI
Empower agents to find the information they need without searching through pages of content. Uniphore’s Knowledge AI unifies information from various data sources to provide agents with fast, accurate answers to customer inquiries.
Automate call and chat summaries to boost operational efficiency
Help agents get back on the line more quickly. Generate call and chat summaries using real-time transcription and Generative AI to capture disposition, key points of the conversation and actions taken during the interaction.
Improve customer satisfaction with automatic promise tracking
Detect and capture promises made by agents during calls. With U-Assist’s promise management tool, agents can track fulfillment progress and update customers with status changes to ensure promises are kept.
Enable real-time supervisor access through the manager app
Give managers complete visibility into calls, key conversation metrics and agent alerts in real-time through the supervisor application. This two-way communication capability ensures that managers can help agents during calls, and agents can request and receive personalized feedback.
Amplify agent performance with step-by-step guidance in real time.
Take the guesswork out of customer interactions with in-call alerts and next best actions that guide agents at every turn, ensuring seamless CX that’s also compliant with your company’s best practices.
Turn agents into subject matter experts with knowledge AI.
Empower agents to find the information they need without searching through pages of content. Uniphore’s knowledge AI unifies information from various data sources to provide agents with fast, accurate answers to customer inquiries.
Summarize voice and chat conversations automatically in real time.
Help agents get back on the line more quickly. Generate call and chat summaries using real-time transcription to capture disposition, key points of the conversation, and actions taken during the interaction.
Drive customer satisfaction with promise management.
Detect and capture promises made by agents during calls. With Uniphore’s promise management tool, agents can track fulfillment progress and update customers with status changes to ensure promises are kept.
Enable real-time supervisor access through the manager app
Give managers complete visibility into calls, key conversation metrics and agent alerts in real-time through the supervisor application. This two-way communication capability ensures that managers can help agents during calls, and agents can request and receive personalized feedback.
U-Assist features
Real-time agent guidance
Guided
workflows
Entity
auto-fill
Promise management
Knowledge
assist
Call and chat summaries
Usage reporting & analytics
Supervisor application
Trusted by industry leaders
Rini Fredette
SVP Contact Center
As we continually strive to deliver the best member experience in our industry, our partnership with Uniphore has enabled PSCU’s contact center agents to have more interaction with members and spend less time on manual tasks.
Real-world examples
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Optimize outsourced customer service operations with next-generation conversational AI.
