EngageIQ

Unified Office continues to expand its suite of AI-based conversational analytics solutions. EngageIQ helps you deliver innovative services to your customers by adding real-time intelligence that elevates the overall customer experience, bringing you closer to your customers, helping to increase your customers revenue, and helping to protect your brand by avoiding poor social media reviews for example. EngageIQ is especially beneficial for vertical markets with multi-unit operations such as restaurants, auto dealerships, and medical practices.

Sometimes referred to as a “secret shopper” program, until now engagement scoring for all conversations would be almost impossible, but with EngageIQ, a rules-based app, grades staff performance for all customer phone conversations. The business owner defines a handful of engagement rules with points assigned to each one. This automatic scoring mechanism enables business stakeholders to easily identify their top performers and those needing additional training. Regular staff performance reviews ensure continuous improvement and alignment with a business’s customer service standards. Manually and continually verifying customer service levels would be overwhelmingly labor-intensive.