sales-uniphore

Uniphore Platform Help

Step 1 — Gather context

If references/learnings.md exists, read it first for accumulated platform knowledge.

1. What do you need help with?
   • A) Real-time agent guidance (U-Assist)
   • B) Conversation analytics and insights (U-Analyze)
   • C) Automated QA scoring
   • D) CSATai predictive satisfaction scoring
   • E) Self-service virtual agent (IVA)
   • F) CDP / ActionIQ marketing AI
   • G) Integration with CCaaS or CRM
   • H) Other

1. Which Uniphore product are you using?

   • A) Customer Service AI (contact center)
   • B) Marketing AI / CDP Agent (ActionIQ)
   • C) Sales AI (Sales Interaction Agent)
   • D) Business AI Suite (unified)
   • E) Not sure / evaluating

2. Current contact center setup?

   • A) Genesys Cloud CX
   • B) Cisco
   • C) Avaya
   • D) Amazon Connect
   • E) Five9
   • F) Twilio
   • G) Other CCaaS
   • H) Not applicable (marketing/sales use case)

Skip-ahead rule: if the user's prompt already contains enough context, skip to Step 2.

Step 2 — Route or answer directly

If the question is about...	Route to...
Choosing between CCaaS platforms	/sales-ccaas-selection [user's question]
General coaching strategy (not Uniphore-specific)	/sales-coaching [user's question]
Meeting note-taking / conversation intelligence comparison	/sales-note-taker [user's question]
CDP comparison / selection	/sales-cdp [user's question]
Chatbot strategy (not Uniphore IVA)	/sales-chatbot [user's question]
Customer feedback / VoC strategy	/sales-customer-feedback [user's question]

When routing, provide the exact command: "This is a {domain} question — run: /sales-{skill} {user's original question}"

If the question is Uniphore-specific, continue to Step 3.

Step 3 — Uniphore platform reference

Read references/platform-guide.md for the full platform reference — modules, pricing, integrations, data model, architecture.

Answer the user's question using only the relevant section. Don't dump the full reference.

Step 4 — Actionable guidance

Focus on the user's specific situation:

• For U-Assist setup: Start with the highest-volume call type, build 3-5 guidance rules, measure handle time reduction over 2 weeks before expanding
• For QA automation: Define 5-10 scoring criteria based on existing manual QA rubric, run parallel scoring (manual vs AI) for 1 month to calibrate
• For CSATai deployment: Compare CSATai predictions against actual survey responses for the first 30 days to validate accuracy before retiring surveys
• For ActionIQ CDP: Start with a single high-value segment (e.g., churn-risk customers), validate against manual analysis, then expand
• For integrations: Map data flow between Uniphore and CCaaS/CRM first — which fields sync, which direction, what triggers sync

If you discover a gotcha, workaround, or tip not covered in references/learnings.md, append it there.

Gotchas

Best-effort from research — review these, especially items about plan-gated features and integration gotchas that may be outdated.

• Custom pricing only — no self-serve. Expect ~$35/agent base + ~$1500/integration + platform fee. Budget 2-3 months for procurement.
• ActionIQ requires SQL — building audience segments requires writing SQL queries. No drag-and-drop segment builder. Plan for analyst resources.
• Platform stability — G2 reviews report intermittent platform failures with no bulk recovery mechanism (can't mass unpause campaigns after an outage).
• No public API docs — X-Platform has API capabilities, but documentation is behind enterprise auth. Request API access during contract negotiation.
• Emotion AI accuracy varies — multimodal sentiment detection works best on voice; text-only channels have lower accuracy. Calibrate thresholds per channel.
• Integration timeline — enterprise integrations (Genesys, Salesforce, Avaya) typically take 4-8 weeks for full deployment with custom data mapping.
• Zero Data AI — Uniphore's privacy-preserving architecture means some advanced analytics may have higher latency than competitors that process data centrally.

Related skills

• /sales-ccaas-selection — Compare Genesys vs NICE vs Talkdesk vs Five9 for your contact center
• /sales-coaching — Sales coaching and training strategy across all platforms
• /sales-note-taker — AI meeting note-taker and conversation intelligence comparison
• /sales-cdp — CDP comparison and selection (covers ActionIQ alongside Segment, Tealium, etc.)
• /sales-observe-ai — Observe.AI — direct competitor for contact center AI
• /sales-verint — Verint Open Platform — enterprise CX automation competitor
• /sales-cresta — Cresta — enterprise contact center AI competitor
• /sales-do — Not sure which skill to use? The router matches any sales objective to the right skill. Install: npx skills add sales-skills/sales --skill sales-do

Examples

• My CSAT survey response rate is 8% — how can Uniphore's CSATai help me score every interaction instead?
• I need real-time agent guidance during calls on our Genesys Cloud CX — walk me through setting up U-Assist
• We're evaluating Uniphore vs Observe.AI vs NICE for automated QA on 100% of calls — help me compare

Troubleshooting

• ActionIQ segments returning unexpected results — Check SQL syntax. Common issue: audience attributes must be written in SQL (no drag-and-drop). Verify joins between tables and test with a small sample before running at scale.
• Platform errors with no mass unpause — After a platform failure, campaigns/processes must be restarted individually. Document your active campaign list externally (spreadsheet) so you can recover quickly. Escalate to Uniphore support for bulk recovery options.
• Emotion AI scoring seems inaccurate — Calibrate per channel type (voice vs chat vs email). Voice has highest accuracy. For text channels, consider supplementing with keyword-based sentiment rules. Retrain thresholds after 1000+ scored interactions.