Al Precision.

Human Intelligence.

Future Ready CX.

GLOWTOUCH

Is Now

UnifyCX
Stevie Awards

The Stevie Awards for Best Use of Technology in Customer Service

Customer Service and Contact Center Achievement
Category 83

The UnifyCX AI platform is transforming customer experience management by offering a comprehensive, integrated solution that bridges the gap between fragmented AI tools. By seamlessly connecting AI across multiple systems, such as CRM, telephony, and chat, it empowers businesses to streamline operations and enhance both agent and customer experiences. The platform’s real-time agent support provides immediate, contextually relevant information, enabling faster, more accurate responses. Additionally, its AI-driven quality assurance and coaching features ensure agents are continuously improving by offering personalized feedback based on real data. With powerful customer insights and sentiment analysis, UnifyCX delivers actionable intelligence, helping businesses identify trends, gaps, and opportunities for service improvement. This suite of capabilities positions the UnifyCX AI platform as a game-changer, shifting the focus from managing isolated systems to creating a unified, efficient, and customer-centric experience.

Co-Pilot Solutions

UnifyCX has developed an in-house, proprietary AI platform called Lightbird that provides co-pilots for agents and our operations teams that are fine-tuned and guard-railed to your business with a dedicated AI team. 

Agent Co-Pilot
Our conversational AI agent assist bot allows agents to instantly look up internal SOPs and KB articles via an interactive chat interface during a live call which can help reduce handle time and provide consistent information to your customers thereby increasing CSAT. In addition, the chatbot is automatically kept up-to-date daily as new content is added.

QA Co-Pilot
With our QA co-pilot, the QA team can check adherence to your call quality indicators across 100% of calls and analyze trends broken down into various dimensions such as Customer Greeting, Knowledge and Skills, Soft Skills, Responsiveness, Conversation Closing, Process Adherence, Sales and Retention, User Sentiment, and more.
Coaching Co-Pilot
The coaching co-pilot works in conjunction with the QA co-pilot to generate personalized coaching plans for each agent every week where the agent can compare scores across each of the quality indicators for the prior week with concise, and actionable summaries of where they are doing well (that they should continue doing) and specific recommendation steps generated for each area of focus where they need to improve further.

Advanced Technology Offerings


In addition to co-pilots, UnifyCX’s AI platform offers other advanced capabilities.

End-User
Chatbots

Our conversational AI chatbots can be embedded in your website or mobile app to answer common user queries tailored to multiple brands and products. We also have integrations into popular CRM and live chat platforms (e.g. Salesforce, Talkdesk, etc.). In addition, the chatbot is guard-railed and allows special handling of certain queries (e.g. canceling subscriptions, refunds, RMA forms, etc.)

Voice of the
Customer

The platform can automatically analyze call recordings and chat transcripts to extract key insights such as top high-volume topics, emerging topics, user sentiment, cancellation reasons, competitor mentions, products discovered, and more. The analysis uncovers patterns directly from the data, thus avoiding reliance on error-prone, manually entered call dispositions that often vary between agents.

Resume Screening
and Assessments

To ensure that the agents meet your high standards, our AI platform instantly screens resumes against your preferred job description and qualifications for the best fit across our locations paired with an assessment tool that tests the candidates for vocabulary, aptitude, comprehension, live reading assessment, listening skills, emotional intelligence, sales, and more.

An effortless & easy to use platform

Geared to enhance your brand and optimize your CX

Agent experience

Sentiment detection
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Purpose of call
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Actionable analytics & ML-supported supervision

Quick insights
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Live calls
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Analytics
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Measurable successes

~40%

Reduction in call volume

Self Service and AI resolution

~25%

Reduction in average handle time

Quality responses immediately
available to agents

~35%

Service quality improvement

Errors reduced and responses based
on past successful interactions

~10%

CSAT improvement

Exceeding customer expectations
for quality and efficiency

~50%

Reduction in agent training time

Efficient onboarding and quality of training positively impacts
all of these metrics

Stevie Best Use of Technology

GlowTouch is Now UnifyCX.

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