End-to-End CX Integration
Agent Recruitment & Assessment
Training & Agent Assistance
QA & Coaching
Voice of Customer
Knowledge Base
End-to-End CX Integration
AI-Powered End-to-End CX Integration
- Unlike other AI solutions that work in silos, Unify CX connects AI across multiple CX systems (CRM, telephony, chat, QA, etc.).
- Provides a unified view of the CX stack, reducing integration costs and improving efficiency.
Agent Recruitment & Assessment
AI-Driven Agent Recruitment & Assessment
- Automated screening of candidates based on job requirements (customer service, retention, sales, etc.).
- AI-assisted assessments evaluate candidates’ language skills, comprehension, aptitude, customer service, and sales abilities.
- AI can analyze varied resume formats and extract relevant data, streamlining recruitment.
Training & Agent Assistance
AI Training & Real-Time Agent Assistance
- AI-powered training tools that prepare agents for client-specific products.
- Live AI assistants provide real-time responses during customer calls, reducing handle time.
- AI links knowledge bases, SOPs, and FAQs into a single, easily searchable interface.
- Supports natural language processing (NLP) and misspelled queries, ensuring accurate information retrieval.
QA & Coaching
Automated 100% QA & Coaching for Agents
- AI evaluates 100% of agent calls and chat interactions (vs. 3-5% in traditional QA).
- Provides detailed analysis on:
- Greeting etiquette
- Knowledge & skills
- Sales & retention efforts
- Process adherence
- Soft skills & sentiment analysis
- Personalized coaching recommendations with specific improvement areas and tailored scripts.
- Trend analysis to identify patterns in agent performance over time.
Voice of Customer
Voice of Customer (VoC) & Emerging Trends Analysis
- AI analyzes thousands of customer interactions to detect sentiment and trends.
- Identifies top call drivers and emerging issues not captured in CRM call dispositions.
- Helps businesses understand why customers contact support and identify service gaps.
- AI generates actionable reports, such as:
- Cancellation trends & competitor mentions
- Top customer complaints
- Sentiment trends over time
- Process adherence
- Potential service improvements
Knowledge Base
AI-Generated Knowledge Base Articles
- AI compares the client’s KB with competitors and suggests missing articles.
- Helps companies create self-service resources to reduce support volume.
