Delivers operational intelligence with the expansion of its new EngageIQTM product as part of the Total Connect Now platform
FORT LAUDERDALE, FL / ACCESS Newswire / February 11, 2025 / 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 TCNIQTM AI-based business analytics suite of products. TCNIQ helps businesses in any market vertical drive increased revenues, protect their brand, and assure customer satisfaction.
EngageIQTM 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 & 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," Pasquale added.
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.
About Unified Office
Unified Office is a leading communications technology company, constantly innovating to help its business customers and channel partners stay ahead in a rapidly changing world. Unified Office's unique, Voice Over IP business communications platform is built on the patented Highest Quality Routing ProtocolTM (HQRPTM ) nationwide transmission network, ensuring no missed calls, exceptional call quality, and zero downtime. Unified Office's patented platform also delivers real-time business analytics and alerts so that customers can monitor and reconfigure their business's operational workflows in real time from a visual dashboard on any internet-connected device. Key innovations include an AI-powered suite of spoken word, sentiment, engagement, and whisper-coach analytical applications, and other innovative solutions that really go to work for business stakeholders, so they can focus on running their business, provide exemplary customer service, drive more revenue, and increase employee and operational effectiveness. For more information visit: www.unifiedoffice.com.
Contact
Cathy Clarke
Unified Office Inc.
20 Trafalgar Square
Nashua, NH 03063
email: cathy.clarke@unifiedoffice.com
Tel: 617-527-2089
SOURCE: Unified Office
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