Speech Technology Magazine

 

Uniphore Launches auMina QSense  to Transform Performance Management

New solution enables those in customer-facing roles to derive actionable insights via innovative conversational AI-based analytics features.
Posted Mar 7, 2019
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Uniphore, the global Conversational AI technology company, announced the launch of auMina QSense, a smart quality management tool for business analysts, quality analysts, and contact center agents that helps transform their current performance management processes. auMina QSense can support contact centers across industries, especially those in the banking, financial services, insurance, healthcare, and travel sectors.

The new auMina QSense solution expands Uniphore’s conversational analytics portfolio to meet the ever-evolving needs and expectations of customers. AI-driven conversational analytics enables auMina QSense to drive smarter call sampling for accurate quality audits, reducing time for analysis through manual interventions, allowing companies who require a more sophisticated solution to enhance customer interactions and make customer service a source of competitive advantage.

Specifically, auMina QSense improves on-the-job coaching and training at scale to drive superior customer experiences through actionable insights. By providing real-time feedback and access to assessment sheets, feedback logs, and performance tracking mechanisms, auMina QSense helps agents improve their customer service skills continuously. This in turn also ensures that agents are always aware of compliance and quality requirements that come with customer-facing roles and responsibilities. Further, the solution also includes an interactive dashboard to give quality assurance managers a holistic view of agent performances, including insights about call quality, customer behavior, and communication analysis.

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