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Uniphore U-Assist
Palo Alto, California, United States
What it is
Uniphore U-Assist Real-Time Guidance Agent is a web-based tool for contact centers, providing agents with context and prompts during calls and automating after-call work. Before a conversation, it can draw relevant details from CRM records, past interactions, and backend systems. During calls, it surfaces enterprise-data-based answers, sentiment cues, reminders, and next-best actions to help agents handle complex conversations consistently. It can identify cues such as frustration, confusion, or satisfaction and prompt an empathetic response. After a call, it creates customizable summaries and tags for intent, actions, and outcomes. Managers can use a dashboard with live transcription, real-time alerts, KPI and call-quality insights, and coaching opportunities. The product supports multiple channels, speech analytics, real-time monitoring, and quality scorecards. Uniphore says it integrates with CCaaS platforms, CRM systems, and other tools. Pricing is on request. Deployment timing varies; the company says most customers are live within a few weeks, with implementation specialists assisting on configuration, integration, and testing.
For and against
For
- Brings CRM, interaction, and backend context before calls.
- Surfaces relevant knowledge and next-best actions during calls.
- Creates customizable summaries and tags after calls.
- Manager dashboard includes live transcription and alerts.
Against
- Pricing is available on request.
- Deployment timelines vary.
- The product is listed for web.
The verdict
U-Assist brings agent guidance, after-call summaries, and manager monitoring into a contact center workflow. Organizations considering it will need to request pricing and account for deployment timing that can vary.
Who it suits
The product is intended for contact center operations that want to guide agents with call context and knowledge, and automate after-call work. Its manager dashboard also suits teams seeking live call insights and coaching opportunities.
Plans and prices
Real-Time Guidance Agent
Pricing not listed; book a demo
Read 2 Oct 2026 · uniphore.com
On the record
- After-call work
- It creates customizable conversation summaries and tags covering details such as intent, actions, and outcomes.uniphore.com · read 2 Oct 2026
- Data hosting
- Uniphore says it primarily hosts service data in AWS data centers in the United States and Europe, with customers able to choose US-only or EEA data location.uniphore.com · read 2 Oct 2026
- Deployment
- Uniphore says deployment timelines vary, but most customers are live within a few weeks with implementation specialists assisting with configuration, integration, and testing.uniphore.com · read 2 Oct 2026
- In-call guidance
- It provides next-best actions, sentiment cues, and reminders to help agents handle complex conversations consistently.uniphore.com · read 2 Oct 2026
- Integrations
- The product page says it integrates with leading CCaaS platforms, CRM systems, and third-party tools; the brochure also describes connections to CRM and backend systems.uniphore.com · read 2 Oct 2026
- Intended users
- The product is presented for contact center operations seeking agent guidance, contextual knowledge, and automated after-call work.uniphore.com · read 2 Oct 2026
- Knowledge assist
- It proactively surfaces answers grounded in enterprise data without requiring agents to search.uniphore.com · read 2 Oct 2026
- Manager tools
- Its Manager Dashboard provides live transcription, real-time alerts, KPI and call-quality insights, and coaching opportunities.uniphore.com · read 2 Oct 2026
- Pre-call intelligence
- Before a call, it can pull relevant context from a CRM, past interactions, and backend systems.uniphore.com · read 2 Oct 2026
- Purpose
- Real-Time Guidance Agent equips contact center agents with in-the-moment guidance, contextual knowledge, and automated after-call work.uniphore.com · read 2 Oct 2026
- Security certifications
- Uniphore states that it is ISO/IEC 27001:2022 certified, a Level 1 PCI DSS Service Provider, and SOC 2 Type II certified.uniphore.com · read 2 Oct 2026
- Sentiment detection
- It recognizes emotional cues such as frustration, confusion, or satisfaction and prompts agents to respond empathetically.uniphore.com · read 2 Oct 2026
- Support
- Uniphore provides a customer Support Portal and lists Americas technical support by phone at +1 866 4741429 and by email.uniphore.com · read 2 Oct 2026
