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May 21, 2024

Unified Office Receives 2024 CUSTOMER Magazine Voice Technology Excellence Award

Nashua, NH — May 21, 2024 — Unified Office, a managed services provider offering highly reliable, hybrid cloud-based business communications, Internet of Things (IoT) sensors/telemetry, AI, and business analytics services, announced today that TMC, a global, integrated media company, has named their AI-based Sentiment Analysis offering with Whisper Coaching as a 2024 CUSTOMER magazine Voice Technology Excellence Award winner.



“On behalf of both TMC (News - Alert) and CUSTOMER magazine, it is my pleasure to honor Unified Office with a Voice Technology Excellence Award,” said Rich Tehrani, CEO, TMC. “Unified Office’s Sentiment Analysis solution with AI-Powered Whisper Coaching is truly deserving of this elite status and I look forward to continued innovations from Unified Office throughout 2024 and beyond.”

“We are pleased to receive this validation from TMC,” said Ray Pasquale, Founder and CEO of Unified Office. ”This new offering is a key component of our 'Voice Is The Future' vision for cutting-edge business communications. We avoid common AI mistakes that often negatively impact customer interactions, by having a vertical market focus. Unlike AI using large language models (LLMs), we’re developing small language models that are relevant to our customers’ vertically oriented business. This helps ensure accuracy and produces actionable alerts relevant to their specific needs.”

This offering marks a significant expansion of Unified Office’s business analytics solutions, harnessing the power of AI to transform voice interactions by coaching employees to optimally communicate a company’s offerings and brand to its customers. This AI-based service analyzes live phone conversations for example can be used to enable managers to quietly coach an employee during an awkward phone conversation to defuse any potential conflict. Sentiment Analysis also transcribes the conversations for later review, redacting Personally Identifying Information (PII), and scores each call (as positive, neutral, negative), making this business intelligence available via Unified Office’s client dashboard.

The key benefits of Unified Office’s Sentiment Analysis are:

  • Customer Retention: The business is able to handle customer concerns immediately while nurturing and enhancing customer loyalty. Real-time conversational call analysis provides prompt feedback to supervisors, managers, and even the business owners to act upon.
  • Brand Reputation: Whisper coaching helps build stronger brand loyalty by assisting employees in awkward interactions with customers that could otherwise lead to poor online reviews and ruin a business’ reputation. Acting as a virtual trainer for new or under-performing employees, and scoring these customer engagements, the business can set real goals for improving overall service quality.
  • Business-Critical Visibility: Around-the-clock, real-time or scheduled notifications of operations events via smart speaker alerts, provides actionable intelligence for business operations staff to react appropriately to serious or critical issues that might jeopardize the business and revenue.

Prior to this, a supervisor or manager typically sat with an employee to coach them while on calls, or spend hours going through hundreds of recorded messages after the fact, with neither approach scaling well, especially in a tight labor market with high turnover. All Unified Office services are offered on their Total Connect Now core platform, an easy-to-use, reliable managed business communications service that integrates voice and video communications, messaging, service-level monitoring, business continuity, and AI-based business analytics, that can be configured to meet the unique needs of any business.

The CUSTOMER Voice Technology Excellence Awards recognize vendors that are emerging as the true leaders in this evolving Voice Technology trend. The winning solutions provide speech and analytics engines, IVR and self-service solutions including chatbots, headphones, and voice-activated applications and services that maximize on NLP, NLU, NLG and AI and more.

About Unified Office

Unified Office is a leading managed communications technology company, constantly innovating to help you stay ahead in a rapidly changing world. Unified Office's unique, Voice Over IP business communications service is built on their patented Highest Quality Routing Protocol (HQRP) transmission network, which ensures that you will never miss a call, all while experiencing exceptional call quality and zero downtime. All Unified Office services benefit from real-time business analytics and alerting so customers can see how their business is performing and make changes in real-time from the customer portal on any device, anywhere, at any time. Unified Office’s patented platform and all of its offerings, including its industrial-grade IoT and AI-based sentiment analysis services, go to work for Small and Medium Sized Businesses, so they can concentrate on running their business, providing exemplary customer service, driving more revenue, and increasing employee and operational effectiveness. For more information, visit www.unifiedoffice.com.

TMC’s CUSTOMER Magazine

TMC’s CUSTOMER magazine premiered in September 2012 and is the industry’s definitive source for news, product information, and strategies for communications that engage customers and potential customers. Each issue of CUSTOMER includes news and insights on the latest developments in agent training, analytics, ERP, IVR, social CRM solutions, mobile apps, workforce management and more. Please visit http://customer.tmcnet.com for more information.

About TMC

Through our news and solutions-focused editorial platforms, live events, webinars, and online advertising, TMC provides global buyers with valuable insights for making informed technology purchase decisions and successfully navigating markets.

In turn, leading technology vendors rely on TMC, TMCnet and our family of sites and events for exceptional branding, thought leadership, and lead generation opportunities.

Our live events, including the ITEXPO #TECHSUPERSHOW, offer unparalleled visibility and sales prospects for all participants. With our customized lead generation programs, including a turnkey webinar program, we consistently deliver a steady stream of leads that translate into sales opportunities and database growth.

In addition, display advertising on respected news sites and newsletters generates millions of impressions, bolstering brand reputations. TMC offers a comprehensive 360-degree marketing solution, with services such as event and road show management, as well as expertly crafted content creation including blogs, press releases, articles, and marketing collateral. These efforts contribute to SEO, branding, and overall marketing success.

To discover more about how TMC can assist you in achieving your marketing goals through our events and online advertising, please visit www.tmcnet.com. Stay connected with us on Facebook, LinkedIn, and X by following @tmcnet.

Unified Office Contact:

Cathy Clarke

CNC Associates

617-527-2089

[email protected]

TMC Contact:

Michelle Connolly

Senior Marketing Manager

203-852-6800, ext. 170

[email protected]




Edited by Greg Tavarez
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