U-ANALYZE

Analyze conversations and provide actionable insights to drive performance.

Analytics that go beyond optimizing the contact center to drive a deeper understanding of your customers’ needs.

 

Make data-driven decisions with smarter conversational analytics.

Tap into the full value of your conversations and unlock insights tied to business performance. U-Analyze surfaces trends and topics driving customer calls that shape strategic planning and operational improvements. Audit calls to uncover friction points and improve agent performance and compliance.

Analyze call, text and email

Identify key moments and call drivers

Reduce compliance issues

At a Glance

Build a responsive CX feedback loop.​

Leverage insights and key moments during the conversations, gather important comments and analyze customer’s sentiments to provide them with personalized experience. Perform call driver analysis to optimize every point in the journey, not just single-point customer interactions. 

Build custom reports specific to the needs of your business.

Understand the abundant data based on the context of the conversation and uncover the insights for business analysts and supervisors. The possibilities are endless with U-Analyze – Identify upsell/cross-sell opportunities, track compliance, etc.

Accurately capture the voice of the customer.

U-Analyze captures both the agent and customer sentiment to provide a more accurate representation of customer experiences along with tonal analysis. 

Tonal analysis is used to analyze human emotion and behavior from recorded speech. It understands not only what is being said but how is it being said, the emotions and behavior in calls to get a complete view of related key performance indicators. 

Make a bigger impact on agent performance by smart call sampling.

Allow quality managers to spend time on the calls that really need attention since they cannot afford to listen to the entire call. It helps to know the reasons for low agent performance scores and make an impact on agent performance.

Accelerate the agent coaching process with interactive dashboard.

Get a holistic view of agent performance by reviewing calls with customizable business rules. Drill down into each dashboard to find the key points in the call for coaching and providing guidance to the agents.

Build a Responsive CX feedback loop

Leverage insights and key moments during the conversations, gather important comments and analyze customer’s sentiments to provide them with personalized experience. Perform call driver analysis to optimize every point in the journey, not just single-point customer interactions.

Build custom reports specific to the needs of your business.

Help understand the abundant data based on the context of the conversation and uncover the insights business analysts; supervisors need to understand from tracking compliance to identifying upsell/cross-sell opportunities—the possibilities are endless.

Accurately capture the voice of the customer.

U-Analyze captures both the agent and customer sentiment to provide a more accurate representation of customer experiences along with tonal analysis.

Tonal analysis is used to analyze human emotion and behavior from recorded speech. It understands not only what is being said but how is it being said, the emotions and behavior in calls to get a complete view of related key performance indicators.

Make a bigger impact on agent performance by smart call sampling.

Allow quality managers to spend time on the calls that really need attention since they cannot afford to listen to the entire call. It helps to know the reasons for low agent performance scores and make an impact on agent performance.

Accelerate the agent coaching process with interactive dashboard.

Get a holistic view of agent performance by reviewing calls with customizable business rules. Drill down into each dashboard to find the key points in the call for coaching and providing guidance to the agents.

Trusted by Industry Leaders

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​

Real-world Examples

CASE STUDIES

Driving Business Impact

50%

Reduction in compliance auditing effort​

100%

of customer conversations captured

62%

Reduction in fraud sales practices ​

U-Analyze in Action

U-Self Serve in Action

U-Analyze Features

Interactive
dashboards
Automatic Language Identification
Fully customizable business rules
Key moment Identification
Smart Search and word clouds
Sentiment
Analysis
Sequential Business Rules
Customizable Dashboard

Drive informed and impactful decision making.

U-Analyze Resources

Ready to transform your customer experience?
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