What is U-Discover?
U-Discover is a next generation data analytics application that is used by contact centres to process thousands of conversations and uncover a variety of insights from them, including Gen AI based insights. U-Discover processes media files to let businesses glean rich insights from contact centre conversations, discover topics that customers are speaking about, measure agent performance by evaluating 100% of contact centre conversations, identify near real time trends, understand customer sentiment, and make data driven decisions to improve customer service provided.
U-Discover supports US-English and operates on Uniphore’s X-Platform, and like all of Uniphore’s products, is a multi-tenant application that is scalable and allows enterprises to make use of capabilities like identity management and user access that are shared across the platform.
LLM-based capabilities are the bedrock of U-Discover. It allows you to move on from large configuration times and cumbersome keyphrase-based business rules, to gain deeper insights into your conversations.
Key Benefits
Business Insights and Analytics: Provides accurate and comprehensive insights by analyzing the full context of conversations and extracts meaningful insights from customer interactions to inform strategic decisions.
Discover Market Trends: Efficiently processes large volumes of conversational data and uncover hidden patterns and trends within large datasets thus resulting in extracting market trends and shifts in customer preferences.
Deeper Understanding of Customer Needs: Identifies potential risks by analyzing customer sentiment and behavior patterns.
Who be will benefited from U-Discover?
Contact centre leaders
Supervisors
Agents
Quality Analysts
Business Analysts/Analytics SME’s
Key Features
Facts
Facts are basic building blocks of information that contain a single piece of information that can then be used either individually or together to provide insights into conversations. A Fact uses a prompt to answer simple to complex questions based on the transcript of a call. This method is a powerful way to derive intelligent insights from conversations.
Scorecards
A contact centre scorecard is a tool to evaluate an agent’s performance or evaluate conversation insights, based on certain key indicators. Scorecards are used for quality assurance, performance evaluation and management, training and development, conversation analysis, and customer experience improvement. Scorecards also help provide the agent a clear picture of their performance.
Dashboards
U-Discover's out-of-the-box dashboards provide you a detailed picture of team and agent performance, besides helping you discover topics that your customers are talking about. In addition, you can create your own dashboards using our BI capabilities.
Voice Analysis
U-Discover performs voice analysis on conversations, to provide a breakup of various speech and audio regions in an audio file, like agent and customer talk time, hold time and silence. It also measures customer sentiment based on tone and text.