Uniphore Unveils Enhanced Interaction Analytics Solution Powered by Generative AI 

New LLM-based U-Analyze dramatically simplifies the way customer experience leaders manage performance of their customer service operations 

Palo Alto, Calif., March 21, 2024 Uniphore, one of the world’s largest AI-native companies, announced  a major upgrade to its U-Analyze analytics solution, which builds on the company’s industry-leading  multimodal enterprise AI platform to help customers effectively access data and power their AI needs.  

This new generative AI-fueled version of U-Analyze directly addresses a growing need among global  enterprises to leverage the power of AI and their own data. Drawing from customer conversations  across text, voice and video, business leaders can make knowledgeable, timely, data-driven decisions to revolutionize their customers’ experiences as well as agent performance.  

This announcement is a deliberate next step following the introduction of Uniphore’s groundbreaking U Capture, an AI-native solution that aids customers’ ability to capture, structure and apply a full suite of  multimodal data — powered by the company’s X-Platform. A key benefit for customers includes the  ownership and accessibility of their own data whenever they need it, to drive additional value.  

Bolstered by Uniphore’s powerful X-Platform, U-Analyze works seamlessly with U-Capture to analyze  conversational data in real time and generate unique AI-driven insights for each enterprise. The insights,  along with the automated and manual coaching capabilities, allow enterprises to continuously improve  customer experiences and engagement. Ultimately, U-Analyze will help enterprises predict and adapt to  customer and market needs.  

When you combine the power of the two solutions, the analytics provide timely AI-generated insights  that have the potential to dramatically improve customer satisfaction and engagement.  

“Analytics will never be the same with Uniphore’s enterprise-grade AI platform transforming the way our customers are able to harness the power and value of data,” said Umesh Sachdev, CEO and Co founder of Uniphore. “This is a significant milestone in Uniphore’s unwavering commitment to our  global enterprise customers on their journey to becoming AI-led companies.” 

A recent global survey of over 500 contact center leaders sponsored by Uniphore underscored the need  for AI-driven insights. For example, nearly 40% of respondents said they lack the data to respond quickly  to business decisions or improve their customers’ experiences. Also, 86% said the decisions they make  are not predominantly data-driven, reinforcing the massive opportunity for business leaders and  enterprises to put their own data to use.  

“Enterprise organizations are hungry for better insights – and better conversational analytics solutions.  Traditional analytics solutions don’t necessarily include the technologies driving the current wave of  innovation in the enterprise – including generative AI and knowledge AI,” said Hayley Sutherland,  Research Manager, Conversational AI & Intelligent Knowledge Discovery at IDC. “With these upgrades  to U-Analyze, Uniphore is keeping on the cutting edge of such innovations and helping organizations 

move the needle when it comes to AI-driven actionable insights based on customer interactions, which  could have a big impact on business processes and results.” 

Uniphore will be at Enterprise Connect at the Gaylord Palms in Orlando, Florida from March 25-28, 2024  at booth 306 in the AI Innovation Zone. 

For more information, please contact: pr@uniphore.com  

For additional information on the U and Q product lines, please click here

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About Uniphore  

Uniphore is one of the largest B2B AI-native companies – decades-proven, built-for-scale, and designed  for the Enterprise. The company drives business outcomes, across multiple industry verticals, and the  largest global deployments. Uniphore infuses AI into every part of the Enterprise that impacts the  customer. We deliver the only multimodal AI architecture centered on customers that combines  Generative AI, Knowledge AI and Emotion AI and Workflow Automation and a co-pilot to guide you. We  understand better than anyone how to capture voice, video, text, and how to analyze all types of data.  As AI becomes more powerful, every part of the Enterprise that impacts the customer will be disrupted.  We believe the future will run on the connective tissue between people, machines and data: all in  service of creating the most human processes and experiences for customers and employees.

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