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A Sentimental Journey: Unified Office and Customer Sentiment Analysis at ITExpo

By Cynthia S. Artin February 13, 2018

As the world of AI and machine learning advances at a breakneck pace, Unified Office, a US-based managed services provider announced today at ITExpo a Sentiment Analysis Suite, Total Connect Now IQ (TCNIQ). TCNIQ uses AI and data mining to detect and analyze sentiment and keywords in recorded phone calls.

This service detects the sentiment of callers to any business using defined criteria by scanning thousands of recorded conversations and messages and screening them for exuberance, happiness, sadness, and anger and for pre-determined keywords.

“As a company we try to focus on solving pragmatic problems for our customers that will have a material impact on their business,” said Ray Pasquale, CEO & Founder, Unified Office. “Our customers asked us if we could help them go through their recorded call records and help them to rapidly identify happy customers, dissatisfied customers, and customer service reps. that are doing an exceptionally good or not so good job. They tried to do that manually but they found it to be a very tedious and time consuming process. This particularly true if they own multiple outlets.”  

The service produces real-time reports and alerts highlighting a subset of calls, making it possible for business owners to track the quality of conversations, and act upon situations where a customer service employee, for example, needs additional coaching and support.

“We’re making it possible for restaurant owners, franchisees and other small businesses to to provide the best quality of customer service,” Pasaquale said. “Not only are we helping them improve their results for more sensitive and effective customers service, we’re saving them the time required to manually go through each recorded call to understand what is really happening on the frontlines.”

“Telephone orders are still the life blood of many businesses especially within service businesses such as the hospitality and restaurant verticals,” Pasquale continued. “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.”

The company has created their own AI software, instead of licensing it (for example, leveraging IBM Watson).

TCNIQ 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 real-time Whisper Coaching feature. Total Connect Now 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.

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. TCNIQ is the latest addition to Unified Office’s Total Connect Now (TCN) suite of flexible service offerings.

Pasquale noted that the quality of calls (“high definition voice”) is one of the keys to making AI work. Their over-the-top Internet-based transmission network has been built to ensure the quality of the voice on both ends of the call is clear so there can be an accurate reading by their sentiment analysis service.

“We are leading the industry in providing a quality voice experience integrated with analytics,” Pasquale said, “delivered in one unified view to our customers, with a simple, intuitive at-a-glance view of customer service responsiveness.”

Pasquale cited Unified Office’s patented Highest Quality Routing Protocol (HQRPT) transmission network technology, which is also less expensive as it does not rely on MPLS or private lines. HQRP runs over broadband networks to deliver mission critical business services. 




Edited by Ken Briodagh

Contributing Writer

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