End the Hold Music with Real-Time Agent Assist
Keep conversations moving with AI-powered guidance, instant answers, and after-call work automation.
Zero guesswork. Real results.
Powered by next-generation AI on Uniphore’s platform, U-Assist is a real-time agent assist solution that equips your team with the tools and knowledge to deliver faster, smarter, and more personalized interactions.
Because every conversation drives the future of your business
Fueling Measurable Impact Across the Contact Center
50%
reduction in agent onboarding time
20%
improvement in first contact resolution
+35%
reduction in average handle time
Uniphore named a leader in Stand-Out Enterprise AI Solutions
AI-driven tools for high-performing contact centers
Real-time agent guidance
Guide agents in the moment with next-best actions and automated workflows triggered by live intent detection—reducing errors, resolving issues faster, and ensuring consistent service.
In-call
notifications
Provide real-time coaching tips and reminders with in-call notifications triggered by intent, call events, and emotion—reducing errors, improving compliance, and driving better outcomes on every call.
Conversation
summaries
Automatically generate template-based or GenAI-powered summaries, capturing key details like customer info, call reasons, actions taken, and outcomes—reducing manual work and ensuring accurate records.
Knowledge
assist
Deliver instant, relevant answers by connecting agents to enterprise knowledge—rooted in your data and surfaced in real time—eliminating the need to search across multiple systems.
Manager dashboard
Gain real-time visibility into agent performance, team KPIs, and call quality with live transcription and alerts—helping managers optimize operations on the fly.
Promise management
Track commitments made during live calls, monitor follow-through, and manage SLAs with a single view of open, completed, and overdue promises—reducing manual follow-ups and missed actions.
How it works
U-Assist guides contact center agents with real-time, in-call guidance. Agents can navigate complex conversations, drive resolution, and adhere to regulatory compliance requirements – all without putting the customer on hold. It also automates after call work to ease the burden on your agents, allowing them to perform their best.
Driving business impact
30% reduction in ACW for 40,000 agents
Leading Telco Company and Uniphore improve operational efficiency and consistency worldwide.
60-second reduction in AHT
AmeriHealth and Uniphore simplify the path to better health outcomes.
As we continually strive to deliver the best member experience in our industry, our partnership with Uniphore has enabled Velera’s contact center agents to have more interaction with members and spend less time on manual tasks.
Rini Fredette
SVP Contact Center
Frequently asked questions
U-Assist is Uniphore’s real-time agent assist solution that empowers contact center agents with in-the-moment guidance, instant access to knowledge, and automated after-call work—so they can deliver faster, more consistent, and more personalized customer support.
U-Assist listens to the customer-agent interaction in real time, using AI to detect intent, sentiment, and context. It then surfaces dynamic prompts, next-best actions, and relevant answers directly within the agent’s interface—without requiring them to search across systems or disrupt the conversation.
Yes. U-Assist automates post-call work by generating conversation summaries, disposition codes, and follow-up actions—reducing manual effort and improving data accuracy.
U-Assist is designed for high-volume contact centers across industries—whether you’re focused on customer service, technical support, inside sales, or healthcare. It scales to meet the needs of the enterprise.
Yes. U-Assist can be configured to align with your workflows, knowledge sources, and performance goals. It also integrates with popular CRMs, knowledge systems, and contact center platforms.
