Uniphore U-Assist

What Uniphore U-Assist is

Uniphore U-Assist Real-Time Guidance Agent is a web-based tool that gives contact center agents contextual help during conversations and automates after-call work. Before a call, it can gather relevant details from CRM records, past interactions, and backend systems. During a conversation, it surfaces enterprise-data-based answers, sentiment cues, reminders, and next-best actions to help agents handle complex calls consistently. Afterward, it can create configurable summaries and tags covering intent, actions, and outcomes. Managers can use a dashboard with live transcription, real-time alerts, KPI and call-quality insights, and coaching opportunities. The product supports multiple channels, sentiment analysis, speech analytics, real-time monitoring, and quality scorecards. Uniphore says it integrates with CCaaS platforms, CRM systems, and other tools. Pricing is on request. Uniphore says deployment timing varies, with most customers live within a few weeks and implementation specialists assisting with configuration, integration, and testing. The company states that it is ISO/IEC 27001:2022 certified, a Level 1 PCI DSS Service Provider, and SOC 2 Type II certified.