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Uniphore

Available through IT Raven

  • Contact Center and CX

Uniphore is a conversational AI software company whose tools analyze, assist and automate the calls and chats in a contact center. It is not a phone system or a contact center platform itself: it layers on top of the one you already run and applies AI to the conversations flowing through it. The work splits three ways: analyzing completed interactions to see what is happening, assisting a live agent during a call, and automating the routine parts, both self-service that handles a customer without an agent and the after-call paperwork that eats an agent's time. It works across many languages. For a buyer, Uniphore is the AI layer for an existing contact center rather than a replacement for it.

Best for

  • Contact centers that already have a platform and want to add AI for coaching agents, analyzing calls and automating after-call work, without replacing what they run.
  • Operations with high agent turnover or a distributed, work-from-home workforce, where real-time guidance keeps answers consistent.
  • Teams drowning in repetitive contacts that want AI self-service to handle common questions before they reach an agent.
  • Organizations that need conversation analytics across many languages to understand why customers call and where agents struggle.

A small support team without an established contact center platform underneath is not the fit. Uniphore adds to a contact center rather than being one.

What they offer

CX and Conversational AI. U-Analyze reviews interactions after the fact for quality, trends and the reasons behind repeat calls. U-Assist works during a live call, giving agents next-best-action guidance from connected knowledge bases and CRMs and automating the after-call summary and categorization that inflate handle time. U-Self Serve is an AI virtual assistant that resolves common inquiries on its own, and Knowledge AI is the layer that feeds accurate answers to both the assistant and the agent.

Proof

This story comes from Uniphore's own published, anonymized case study.

A US work-from-home business process outsourcer with 20,000 gig-economy workers. Its remote agents struggled to retain knowledge, which led to inconsistent answers, low first-call resolution, heavy reliance on supervisors and long hold times. Uniphore deployed U-Analyze and U-Assist to coach agents in real time from connected knowledge banks and CRMs, automate routine steps and act as a virtual supervisor. The case study reports calls to the supervisor helpline reduced by 60 percent, agent efficiency raised by 30 percent through automating after-call work, and lower hold times.

Good to know

  • Uniphore sits on top of your existing contact center. Confirm it integrates with the platform, knowledge bases and CRM you already use before you count on the automation.
  • The AI depends on good knowledge content behind it. Ask what it takes to connect and maintain the sources U-Assist and U-Self Serve read from.
  • Product names and figures here are the company's own, from 2023 material.

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How buying works

The store is the easy part. Staying on the account is the job.

Anyone can show you logos. The reason to buy here is what happens on install night, and on the ticket you open nine months later.

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  4. 04

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