Unified Office, a leading communications technology company offering exceptionally reliable, high-quality voice, messaging, business analytics, IoT, and AI-based solutions that run on the Total Connect Now (TCN) platform, announced today the expansion of its TCNIQT AI-based business analytics suite of products. TCNIQ helps businesses in any market vertical drive increased revenues, protect their brand, and assure customer satisfaction.
EngageIQ has been expanded by the addition of a robust classification reporting engine that can now create reports beyond staff training and rating information. In addition, a prompting product has been added which helps to refine the prompts provided by a user to an AI engine so that the information returned is of high value.
Previously, features like sentiment detection and staff training programs were exclusive to advanced contact center platforms used by the largest companies. Unified Office brings all of this functionality to any type of business of any size.
“There is a tremendous amount of hype in the market with regards to AI, which can be very confusing," said Ray Pasquale, founder and CEO of Unified Office. “This isn’t surprising as we are in the early stages of what Gartner refers to as the Hype Cycle for AI. Like all other hype cycles in the early stages of a technology evolution (e.g., dotcom boom, world-wide web), each technology goes through a boom-and-bust cycle. What finally emerges in the productivity stage are products that may or may not look like anything we see and use in the early days of the cycle. At Unified Office we pride ourselves in anticipating market trends and developing those products which will be here to stay,."
Unified Office’s TCNIQ AI Analytics Suite of products include:
- EngageIQ: A rules-based app that grades staff performance on phone conversations, much like a secret shopper would.
- Sentiment Analysis: Detects caller sentiment, identifying positive or negative tones and/or pre-determined keywords. This reduces reputational risk and enhances customer satisfaction.
- Whisper Coaching: Provides immediate coaching and feedback to customer service reps, in real-time as they communicate with customers, enriching the communications experience.
Be part of the ongoing “Enterprise Tech of Tomorrow” conversation at Future of Work Expo 2025! The conference will focus 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. Future of Work Expo, part of the #TECHSUPERSHOW experience, is taking place now; from February 11-13 in sunny Fort Lauderdale, Florida.
Edited by
Alex Passett
