Our story began in 2002
Our Global Locations
GlowTouch in the News
Putting People First
Ensuring Security for You and Your Customers
Our story began in 2002
Our Global Locations
GlowTouch in the News
Putting People First
Ensuring Security for You and Your Customers
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.
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.Â
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.
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.
~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
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