Frequently Asked Questions (FAQs)
1. What is U-Analyze?
U-Analyze is one of Uniphore's U portfolio product. The other products of U portfolio are U-Assist and U-Self Serve.
U-Analyze is an Artificial Intelligence (AI) powered omni-channel post conversation analytics and automated quality management platform to uncover the wealth of information hidden in customer services and sales conversations. It provides analytics and insights for 100% of conversations across channels. It leverages AI to optimize customer conversations by discovering patterns, keywords, topics, emotions, sentiments and issue spotting to help reduce customer churn and increase Return on Investment (ROI) for the business.
2. What capabilities does U-Analyze offer?
U-Analyze offers various capabilities such as:
Interaction analysis across voice, chat and email channels.
Customized Reporting
Data Redaction
Speaker Diarization
Keyword Spotting
Sentiment Analysis
Agent Coaching.
Language Identification.
3. What are the features of U-Analyze?
Speech recognition with industry leading accuracy levels.
Rich reporting that includes out of the box reports, custom dashboards as well as search and discovery
4. What are Interactions?
In the context of customer experience, interactions are all the direct touchpoints a customer has with a business. The various interaction channels are voice, chat and email.
5. What outcomes does U-Analyze provide?
100% analysis of all conversations.
50% reduction in time to analyze calls.
61% reduction in compliance issues.
30% reduction in call hold time.
20% reduction in call handle time.
6. What are the U-Analyze statistical outcomes based on?
The U-Analyze statistical outcomes are based on actual customer results.
7. What business problems does U-Analyze solve?
Improves sales performance: Helps in analysis of sales by gauging Intent to Buy, Sales Pitch Effectiveness, Conversion and Non-Conversions (Cross Sell/Up Sell).
Improves collections and collection risk: Analyzes Collector Effectiveness, Intent to Pay and overall Collection Risk.
Achieves compliance: Analyzes adherence to script and compliance with regulatory guidelines.
Reduces Churn: Propensity Analysis of repeat callers, customer sentiment, correlation of CRM data to gauge customer’s propensity to churn.
Increases Net Promoter Score (NPS): Analyzes NPS to measure customer advocacy levels and brand loyalty.
Reduces repeat calls: Analyzes First Call Resolution (FCR) to identify issues that drive repeat calls and eliminate them for effective FCR.
8. How does U-Analyze support quality management?
Analyzes and automates quality management across 100% of customer interactions while it reduces supervisory time and effort thereby improving QA efficiency.
Checks agent compliance and adherence to scripts and regulatory requirements.
Measures agent effectiveness and customer experience.
Reviews agent scores to identify problems and coaching requirements to improve agent performance.
9. What differentiates U-Analyze from its competitors?
Uniphore provides end-to-end AI driven platform that leverages Robotic Process Automation (RPA) and brings together self-service, agent assistance (with promise management), agent verification.
Provides agent and operations performance analytics.
U-Analyze has strong references from its vast customer base who are top international companies.
10. How does U-Analyze support conversations?
Define, configure and customize business outcomes and business-specific rules.
Identify negative experiences and customer sentiment.
Assess agent empathy, politeness, effectiveness, and policy adherence.
Evaluate call etiquette, escalate customer conversations, excessive silence, talk-over, and hold times.
Understand repeat caller interactions to help increase customer retention.
Discover trending topics using global live search feature.
Advanced reporting and ability to create custom dashboards to best analyze structured and unstructured data for advanced analytics.
11. What is offered by U-Analyze Bolt package?
U-Analyze Bolt offers U-Analyze Quality (automated quality management).
12. What is offered by U-Analyze Max package?
U-Analyze Max offers U-Analyze Conversations and U-Analyze Quality.
13. What are some highlights of conversation analytics?
Identify and understand the reasons for churn, high call volume, low Customer Satisfaction (CSAT) score and more.
Discover trending topics using global live search feature.
Create advanced custom dashboards based on business drivers.
Jump to “Hot Point” instead of listening to the entire call.
14. What are some highlights of automated quality management analytics?
Some of the highlights of quality management analytics are:
Insights: Interactive dashboard for a holistic view of agent performance.
Efficiency: Smarter and directed sampling of calls for auditing.
Coaching: Streamlined automated feedback logging and tracking system between quality analysts and agents.
15. What languages are supported?
U-Analyze provides support for the languages that are listed below:
1. English-USA | 2. English-Indian | 3. English-Great Britain | 4. Hinglish |
5. English-Filipino | 6. Arabic | 7. German | 8. Japanese |
9. French- Europe | 10. Tamil | 11. Malayalam | 12. Tagalog |
13. Spanish -North America | 14. Kannada | 15. English-Australasia | 16. French Canadian |
17. Vietnamese | 18. Gujarati | 19. Spanish-European | 20. Marathi |
16. What is included in data analysis?
System reports
Self-service dashboards
Drill down analysis
Keyword analysis
17. What are some traditional roles/users of U-Analyze?
System Administrators
Business Analysts
Quality Analysts
Reporting Analysts
Agents
18. How does U-Analyze fit in with other Uniphore solutions?
U-Analyze leverages customer interactions from U-Self Serve and U-Assist as well as other competitor solutions to monitor 100% of the interactions and provide agent and operational insights.
19. What product integrations are available for U-Analyze?
Please refer to the Product Integrations, Certifications and Partnerships Guide
20. Are there case studies available?
Yes, click here.
21. How can I measure Return on Investment (ROI) for U-Analyze?
There are several immediate ROI opportunities through U-Analyze which are measured by:
Reduced repeat calls.
Reduced churn.
Increased cross-selling opportunities.
22. Do sequential business rules apply only to specific words or phrases, or to topics as well?
Sequential business rules apply only to specific words or phrases and not to behavioral topics such as frustration, angry, happy etc.
23. Does U-Analyze use key words only or does it use key word clustering as well?
U-Analyze supports the usage of keywords only and not key word clustering.
24. Is data redaction limited to numerical Payment Card Industry (PCI) only or can it be configured to include Personal Identifiable Information (PII) data as well?
Data redaction can be configured to include both PCI and PII data. Also, data redaction is language dependent.
25. Can software-based diarization be performed on mono calls so that the speakers are identifiable in the transcript?
Yes, software-based speech diarization can be performed on mono calls so that the speakers are identifiable in the transcript.
26. Can the sentiment model be tuned by users apart from Uniphore?
Tuning of the sentiment model is done by the delivery team. Uniphore can train users/customers to perform this tuning on a need basis. The sentiment model is tuned using an Uniphore sentiment analytics tool which is not a part of the U-Analyze application.
27. Are 5 Tableau licenses sufficient to support a 500 agents' group?
Currently, U-Analyze supports only Explorer-type licenses out of the box. These are intended for Business Analyst type roles and are not intended for Agents. The estimation is that 1 Business Analyst is required for every 100 agents and this cost is rolled into the U-Analyze pricing. Some customers may have a need more licenses and some fewer. If more licenses are needed, they can be included as an add-on.
28. Are there plans to support punctuation (comma, period and question mark) in transcripts?
No, currently there are no plans to support punctuation in transcripts.
29. What are the Time to Value (TTV) packs that are currently available?
The currently available TTVs are:
Banking TTV Packs.
Telco revenue generation insights TTV Packs.
Healthcare insurance enrolment insights TTV Packs.
30. Can tone be analyzed in chat/email digital channels apart from the voice channel?
No, tone can be analyzed only in voice digital channel.
31. What does "premium offering" mean? Is there an impact on cost?
The term “Premium offering” implies feature(s) that U-Analyze has to offer which a lot of competitors do not. It does not have an impact on cost.
32. Is it in the roadmap to expand the tonal capability to other languages other than English?
Yes, the tonal capability will be offered for other languages other than English as well in a phased manner.
33. Can a customer use tone in combination with other tags in their analysis?
No, tone cannot be used in combination with other tags for analysis.
34. Is tonal analysis available on Uniphore cloud and on prem customers?
Tonal analysis is available for only Uniphore cloud customers.
35. Are there plans to create system-wide business rules (i.e., profanity) that can be managed centrally instead of having to update all sets of rules with a particular business rule?
Yes, there are plans to create system-wide business rules.
36. Are there any standards/benchmarks for acceptable rate of speech?
There are no standards/benchmarks for acceptable rate of speech since it can vary by business as well as by language and geography.
37. Are there any caveats on Voice Activity Detection (VAD) attributes in U-Analyze/U-Assist integrated solutions versus bulk import call recordings?
In the integrated deployments, U-Analyze is yet to support consuming VAD attributes from U-Assist.
38. Does U-Analyze capture 'mute' time in interaction overview i.e. the time when the agent was on mute (instead of hold)?
If there is no music playing, mute time would be counted as silence.
39. Are all the components under Interaction Overview available in advanced reports and business rule configuration?
Customer talk time and agent talk time alone are exposed to advanced reports.
40. Does U-Analyze support nested search?
No, nested search is not supported.
41. Does conversion to .wav file increase the file size?
No, conversion to .wav file does not increase the file size. U-Analyze accepts WAV, MP3, OGG, and FLAK audio file formats without impacting the overall processing time.
42. Is there a field in the CSV file for global search that shows at what particular point of time a searched key phrase is present in the call?
Searched text is highlighted in the transcript section of the call by expanding call details that shows the time stamp. Highlighting of transcript is language dependent and not supported for all languages.
43. Is there an option to create alerts for docker services in bulk in Grafana?
Currently, Graffana alerts are meant only to proactively monitor RAM, CPU, and disk utilization rates.
44. Can mono calls be processed to detect agent and customer channels?
Agent and customer channels are identified in mono calls only if speaker diarization is used to separate the channels.
45. Is there a reduction in accuracy levels for mono calls?
Accuracy is lower for mono calls as compared to stereo calls due the error in diarization and this creates cascading effect on the accuracy of other models.
46. Do existing customers have to migrate from C5 series to M5a series if they plan to migrate to U-Analyze version 2023.3? Or can they still continue to use the C5 series?
It is highly recommended to migrate to G5 and M5a server types to substantially reduce processing Turn Around Time (TAT) and hardware cost.
47. What is the processing time for analytics?
Processing of analytics takes a day and happens in batches at the end of the day.