TCNIQTM Enables Hospitality, QSRs and SMBs to intelligently scan through thousands of call records to detect and analyze sentiment
Unified Office, Inc. announced at ITExpo in Fort Lauderdale, its new Total Connect Nowsm Sentiment Analysis Suite (TCNIQTM). TCNIQTM detects the sentiment of callers to any business using defined criteria. TCNIQTM scans thousands of recorded conversations and messages and screens them for exuberance, happiness, sadness, and anger for example and also for pre-determined keywords. TCNIQTM produces a report highlighting a subset of calls where either the customer needs extra attention or the employee needs extra coaching on their telephone sales and customer service skills. This enables them to provide the best quality of customer service, optimize their revenue stream and saves them from having to manually go through each recorded call in order to determine sentiment and or to detect various predefined keywords.
“Telephone orders are still the life blood of many businesses especially within service businesses such as hospitality and restaurant verticals,” said Ray Pasquale, CEO & Founder of Unified Office. “Many restaurant franchise owners and SMBs have multiple locations where hundreds of employees are on the phone constantly interfacing with customers. Having 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. We are creating innovative AI techniques coupled with machine learning to accomplish this and to do so at scale. Bringing practical innovations to our customers to help them manage their businesses easier and more effectively is really what Unified Office is all about.”
TCNIQTM uses machine learning artificial intelligence and data mining techniques pioneered in Unified Office’s industry leading advanced analytics platform, Visual Performance Suite™ (VPS), to scan through call recordings to find indications of employee or customer sentiment and keywords that may need correcting or addressing. An unhappy customer, for example, can be made a special offer to correct a problem or an underperforming employee can be coached using traditional training or TCN’s sm real-time Whisper Coaching feature. Sentiment analysis reports can be sent to store managers, supervisors and business owners via text message or email and they can be viewed in their management portal. TCNIQTM is the latest addition to Unified Office’s Total Connect Nowsm (TCNsm) suite of flexible service offerings.
TCNIQTM is a simple, easy to use method of ensuring quality calling experiences on both sides of the line. Total Connect Now sm is 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 for SMBs. Unified Office provides an at-a-glance view of customer service responsiveness. Unified Office’s Highest Quality Routing Protocol (HQRPTM) transmission network provides superior VoIP/UC and IoT services without the need for costly dedicated T1 access lines or MPLS tunnels. Unified Office’s cloud is elastic and engineered to scale as needed to meet the demands of the largest of companies. With TCNIQ Unified Office is once again putting today’s most powerful business technologies and tools into the hands of the underserved SMB market.
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