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The Future of Voice is More Intelligent Than Ever


The Future of Voice is More Intelligent Than Ever: Unified Office Introduces TCNIQ Sentiment Analysis Suite Advancing Beyond Basic Call Recording and Analysis

Continually driving change, the conception of a myriad of technological innovations have substantially altered operations and outcomes within various workplaces, causing drastic increases in growth, productivity, and efficiency for businesses. With entire industries rigorously overhauled alongside the advent of disruptive technologies such as 5G, artificial intelligence, edge computing, and machine learning, adoption appears to only be increasing as organizations search for more pioneers to exponentially improve their services.

At the forefront of technological innovation is Unified Office, Inc., a leading managed service provider offering highly reliable, cloud-based, business communications services, IoT services, and business analytics. In addition to their already sizable portfolio, they have just announced at ITExpo their new next-generation sentiment analysis offering, the greatly enhanced Total Connect Now Sentiment Analysis Suite (TCNIQTM). Capable of scanning thousands of recorded conversations and messages to detect the sentiment of callers and screens them for a range of emotions including happiness, exuberance, anger, and sadness, while also referencing predetermined keywords and phrases to help identify customers who need extra care or employees who may require further coaching.

One customer currently benefiting from the advantages provided with using TCNIQTM, Rob Scheiper, a Domino's Franchise owner stated, “TCNIQ is a great service that we can easily implement, that dramatically increases customer satisfaction, enhances our brand, and is instrumental in coaching our staff and helping to increase their skills.”

TCNIQ reduces the time to identify positive or problematic customer service issues by alleviating the need to manually review every recorded call which enables greatly improved customer services sequentially providing organizations with an increase of 5.7 times more revenue, according to Forbes. Benefits of TCNIQTM include:

  • Analyze the data and upsell with advanced analytics.
  • Automatically scanning thousands of conversations to detect calls for negative or positive customer sentiment. No need to manually review call recordings.
  • Create a winning company culture, reward superior customer service, and coaching staff
  • Access to your data on the go and on any device.

Ray Pasquale, CEO & Founder of Unified Office said, “We’re proud to announce our next generation sentiment analysis offering,” he continued. “This latest offering takes full advantage of the advances made in the last few years with more mature machine learning databases and improved machine learning algorithms. AI has reached a level of maturity today that enables highly accurate sentiment detection of callers. The ability to run through call recordings remotely and search for certain emotions and keywords is a great time saver and replaces what would otherwise be an insurmountable task.”

Integrated with the Unified Office Visual Performance Suite™ (advanced analytics) and customer Portal, TCNIQTM provides real-time views, alerting, and reporting actionable intelligence for business managers and owners to utilize for great effect. TCNIQTM  is based on Unified Office’s Total Connect Nowsm (TCNsm) business communications platform, an easy-to-use managed communications service that integrates voice communications, service-level monitoring, business continuity, business analytics tools, and an Internet of Things (IoT) based operational performance service, operable for a range of small and medium-sized businesses. To learn more about this offering visit Unified Office at booth 524 at ITExpo.

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