Unified Office Offers AI-based, Sentiment Analysis Suite

Unified Office Inc., a managed services provider that offers cloud-based, business communications services, IoT services and business analytics, announced the availability of its next-generation sentiment analysis offering. Unified Office has enhanced its trademarked Total Connect Now Sentiment Analysis Suite (TCNIQ) and is providing it to a range of businesses.

TCNIQ scans thousands of recorded conversations and messages to detect the sentiment of callers and screens them for happiness, exuberance, anger, sadness, and for pre-determined keywords and phrases to help identify customers who need extra care or employees who may require more coaching or both. It enables businesses to save time by not having to review every recorded call manually.

One customer currently using TCNIQ, Rob Scheiper, a Dominos franchise owner said, “TCNIQ is a great service that we can easily implement, that dramatically increases customer satisfaction, enhances our brand, and is instrumental in coaching our staff and helping to increase their skills.”

Unified Office founder and CEO Ray Pasquale (pictured) said, “This latest offering takes full advantage of the advances made in the last few years with more mature machine learning databases and improved machine learning algorithms. AI has reached a level of maturity today that enables highly accurate sentiment detection of callers. 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.”

TCNIQ enables companies to improve customer service, grow revenues and reduces the time to identify positive and or problematic customer service issues. Benefits of TCNIQ include:

  • Automatically scanning thousands of conversations to detect calls for negative or positive customer sentiment. No need to manually review call recordings.
  • Create a winning company culture, reward superior customer service and coaching staff
  • Analyze the data and upsell with advanced analytics.
  • Access to your data on the go and on any device.

TCNIQ integrates with Unified Office’s trademarked Visual Performance Suite (advanced analytics) and customer portal to provide real-time views, alerting, and reporting for actionable intelligence for business managers and owners. TCNIQ is based on Unified Office’s Total Connect Now (TCN) business communications platform 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 small and medium-sized businesses.

For more information visit www.unifiedoffice.com.