Cisco Uniphore U-Analyze Conversations+Quality Add-On
The Cisco Uniphore U-Analyze Conversations+Quality Add-On provides advanced analytics for call quality and conversation insights, empowering your teams to improve customer service.
- Enhanced Call Analysis: Gain deep insights into customer conversations and agent performance.
- Quality Management Automation: Streamline quality assurance processes with automated scoring and feedback.
- Actionable Insights: Identify trends and areas for improvement to boost customer satisfaction.
- Cloud-Based Platform: Easily deploy and manage analytics without significant infrastructure investment.
Product Overview
Product Overview
This Cisco Uniphore U-Analyze Conversations+Quality Add-On is a cloud-based software license that enhances communication analytics. It provides advanced capabilities for analyzing customer conversations and assessing agent performance, directly contributing to improved service quality and operational efficiency.
This solution is designed for IT Managers and Business Owners within SMB and mid-market companies who utilize Cisco collaboration platforms. It integrates with existing communication systems to offer deeper insights into customer interactions, helping to optimize support operations and agent training.
- Advanced Conversation Analytics: Understand customer sentiment, intent, and key topics discussed.
- Automated Quality Scoring: Objectively measure agent performance against predefined criteria.
- Real-time Performance Monitoring: Track key metrics to identify coaching opportunities.
- Compliance Adherence: Ensure interactions meet regulatory and internal policy requirements.
- Data-Driven Improvement: Utilize insights to refine customer service strategies and agent training.
Empower your business with intelligent conversation analytics to elevate customer experience and operational effectiveness.
What This Enables
Enhance Customer Service Quality
Enable teams to automatically analyze customer calls and digital interactions for sentiment and key topics. Streamline the process of identifying coaching opportunities for support agents to improve customer satisfaction scores.
cloud-based collaboration, unified communications, customer support operations, remote workforce
Automate Quality Assurance
Automate the evaluation of agent performance against compliance and quality standards. Reduce manual review time and ensure consistent application of quality metrics across all customer interactions.
contact center operations, regulated industries, performance management, business process automation
Identify Agent Training Needs
Automate the identification of specific agent behaviors and conversation patterns that require additional training. Streamline the development of targeted training programs based on real interaction data.
employee development, performance analytics, team management, operational efficiency
Key Features
Conversation Analytics Engine
Understand customer sentiment, intent, and key topics discussed during interactions to improve service delivery.
Automated Quality Scoring
Objectively measure agent performance against predefined criteria, reducing bias and manual effort in quality assurance.
Real-time Performance Dashboards
Monitor key performance indicators and trends in real-time to quickly identify coaching opportunities and operational issues.
Cloud-Native Architecture
Benefit from easy deployment, scalability, and continuous updates without significant on-premises infrastructure investment.
Integration with Cisco Platforms
Seamlessly enhance existing Cisco collaboration tools with advanced analytics for a unified communication and insight experience.
Industry Applications
Finance & Insurance
Essential for monitoring customer interactions to ensure compliance with strict financial regulations like FINRA and SEC, and to enhance customer trust through consistent service quality.
Healthcare & Life Sciences
Critical for ensuring patient privacy (HIPAA compliance) and maintaining high standards of care and communication accuracy in patient interactions.
Retail & Hospitality
Enables businesses to analyze customer feedback and agent interactions to improve guest experiences, drive loyalty, and identify upselling opportunities.
Legal & Professional Services
Supports the need for accurate record-keeping and adherence to professional conduct standards by analyzing client communications and ensuring service consistency.
Frequently Asked Questions
What is the Cisco Uniphore U-Analyze Conversations+Quality Add-On?
It is a cloud-based software license that provides advanced analytics for customer conversations and agent performance within Cisco collaboration environments. It helps businesses improve service quality and operational efficiency.
Who is this product intended for?
This product is designed for IT Managers and Business Owners in SMB and mid-market companies that use Cisco communication platforms and need to enhance their customer service operations.
How does this add-on improve quality management?
It automates the analysis of conversations, providing objective scoring of agent performance and identifying specific areas for improvement, thereby streamlining the quality assurance process.
Deployment & Support
Deployment Complexity
Low — self-service
Fulfillment
Digital Delivery
License keys / portal provisioning
Support Model
Zent Networks Managed
Renewal, add-license, and lifecycle management included
Subscription Terms
Cancellation
Cancel anytime — no charge on next cycle
You may cancel this subscription at any time. Cancellation takes effect at the end of the current billing period. You will not be charged for the following billing cycle. Access remains active through the end of the paid term.
Returns
Subscription licenses are non-refundable
Digital software licenses and SaaS subscriptions cannot be returned once activated or provisioned. Contact a Zent Networks account manager if you have questions before purchasing.