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Unified Office Integrates AI-Powered Coaching During Calls


In the past, employee coaching methods often relied on intensive, one-on-one interactions. Managers were forced to choose between devoting significant time to real-time coaching calls with each employee or spending hours reviewing and analyzing recorded performance data. This approach proved unsustainable. As the number of employees grew, the time commitment required for these coaching methods became unmanageable, effectively limiting their application to very small teams.

This inefficiency highlighted the need for scalable coaching solutions. Ideally, a coaching program should be effective for a large number of employees without placing an undue burden on managers' time.

Unified Office has a solution to overcome that inefficiency with the expansion of its TCNIQTM Sentiment Analysis offering.

Unified Office is a managed communications technology company. Its unique, VoIP business communications service is built on their patented Highest Quality Routing ProtocolTM transmission network.

Unified Office’s patented platform and all its offerings, including its IoT and AI-based sentiment analysis services, go to work for SMBs, so they can concentrate on running their business. The expansion of TCNIQTM helps SMBs by utilizing AI to transform voice interactions by creating the ability to coach employees in real-time and improving their ability to optimally communicate a company’s messaging and brand to its customers.

This AI-based offering analyzes phone conversations to provide advice to managers in real-time so they can intervene to rectify a situation before the call is completed. It provides AI-based, virtual whisper coaching to employees on how to provide better customer service, reward loyalty or cross or up sell products and services while they still have the customer on the line.

Whisper coaching offers a real-time, on-the-job training solution for managers in industries like sales and customer service. It utilizes technology that allows managers to listen in on live employee calls without the customer's knowledge. This enables managers to discreetly provide agents with guidance and support during interactions.

With whisper coaching, new hires can receive immediate feedback, and seasoned agents can benefit from expert support on complex situations.

TCNIQTM also scores phone calls for employee performance and customer sentiment and provides the score to managers instantly.

“This offering is a key component of our Voice is the Future vision for business communications,” said Ray Pasquale, founder and CEO of Unified Office. “We avoid common AI mistakes that could negatively impact customer interactions by having a vertical market focus. Unlike other large AI language models, we develop vertically focused small language models that are relevant to our customers’ business. This helps to ensure not only accuracy but also produces actionable output relevant to their specific needs.”

All Unified Office services are offered on their Total Connect Now platform, an easy-to-use, managed business communications service that integrates voice and video communications, messaging, service-level monitoring, business continuity and AI-based business analytics tools into a reliable communications service that can be configured to meet the unique needs of any business.

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