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Future of Work Expo Platinum Sponsor Unified Office Announces EngageIQ to Bring Businesses Closer to Customers

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Howdy, Future of Work readers!

Let’s start the day with a look at Unified Office, shall we?

Unified Office is a renowned provider of managed communications solutions that offer small and medium-sized businesses (SMBs) a great boon — namely, convenient voice-centric technology that can be confidently relied upon, thereby enabling teams to concentrate on what matters most:

Running the core of their business, of course.

Unified Office champions high-value voice technology for secure communication across myriad channels and devices. In fact, the company’s unique Voice Over IP business communications platform is built on the patented Highest Quality Routing Protocol (HQRP) nationwide transmission network, ensuring exceptional voice quality and zero downtime. With Unified Office’s solutions, teams are well-equipped to smartly engage in our rapidly changing world.

And speaking of “engage,” that segues nicely into an announcement that dropped just earlier this morning.

Today, Unified Office is proud to announce its new AI-based staff engagement grading application: EngageIQ.

With EngageIQ, Unified Office has expanded its suite of AI-based conversational analytics solutions in order to help resellers deliver innovative services for their customers. By adding real-time intelligence (i.e. in order to elevate customer and employee experiences for virtually any business), EngageIQ helps protect brands while accurately scoring performance. Forget “secret shopper” programs (wherein the accurate grading of engagement scores doesn’t always prove reliable); EngageIQ is a rules-based app that automatically grades staff performance for all customer phone conversations. It does so once business-specific engagement rules are defined, allowing stakeholders to quickly identify their top performers (and those in need of additional training, to boot). This ensures continuous improvement and alignment with your business’s customer service standards (without demanding manual and continuous customer service level verifications; that’s a labor-intensive task, as it is).

According to this morning’s official announcement, EngageIQ’s key benefits also include:

  • Customizable AI Models: Resellers and their customers can easily define their own scoring criteria through EngageIQ’s customizable rule set. Unified Office develops patent-pending AI models to increase scoring accuracy based on the unique needs of various industries (including auto dealers, medical practices, and restaurants). This flexibility is important because, naturally, no two businesses are likely to operate in the same exact way.

  • AI That Works: Unified Office boldly emphasizes accuracy in its AI suite of applications. The company builds its own language models, reducing AI "hallucinations" and ensuring resellers can confidently and cost-effectively deliver AI-driven solutions that truly go to work for their customers.

  • Upsell Opportunity for Resellers: Alongside Unified Office’s high-quality voice communications platform, EngageIQ provides resellers with a sticky service that generates consistent revenue. By tailoring AI to specific vertical markets and providing innovation that SMBs will actually benefit from, resellers can stay relevant in the market while delivering the best for their customers.

"Measuring staff conformance is a huge problem for business operators in service-focused industry segments having high turnover, but Unified Office helps to solve this problem," explained Ray Pasquale, Unified Office’s founder and CEO. “With EngageIQ, a business owner can easily determine and even reward their star employees, while simultaneously undertaking timely corrective measures for those in need of further training, all without having to manually review every single phone conversation on any given day.”

“And channel partners need to offer their customers leading-edge solutions they can trust every day,” Pasquale added. “EngageIQ is a reliable, accurate, and trustworthy solution that your clients can use confidently to improve their customer service while increasing their revenues. We focus our AI capabilities on strengthening customer relationships through the tried-and-true power of voice communication to overcome the growing frustration with call centers, voicemails and chatbots. We believe voice is the future, and we’ve designed our AI product suite to support that vision.”

EngageIQ is a part of Unified Office’s Total Connect Now offering. Learn more about it here.

Unified Office is a Platinum sponsor of Future of Work Expo 2025, which will be taking place from February 11-13, 2025, at the Broward County Convention Center in Fort Lauderdale, Florida. Part of the #TECHSUPERSHOW experience, this conference focuses on key elements of today's reimagined workplace; not just for improving productivity, but also providing better experiences through the intersection of technology like AI and the human element. Visit Unified Office at Booth #1525 in the show’s exhibit hall.




Edited by Alex Passett
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