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SPECIFICTION
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Uniphore U-Assist

uniphore.com

Web
Visit uniphore.com
Spec score 6.7 #18 of 24 in Agent Assist Software

What it is

Uniphore U-Assist Real-Time Guidance Agent is a web product for contact-center operations. Before calls, it can retrieve context from CRM records, previous interactions, and backend systems. During conversations, it surfaces enterprise-data answers, next-best actions, reminders, and sentiment cues such as frustration, confusion, or satisfaction. After calls, it creates configurable summaries and tags for intent, actions, and outcomes. A Manager Dashboard provides live transcription, real-time alerts, KPI and call-quality insights, and coaching opportunities. The product supports multiple channels, sentiment analysis, speech analytics, real-time monitoring, suggested replies, knowledge retrieval, and quality scorecards. Uniphore says it integrates with leading CCaaS platforms, CRM systems, and third-party tools. Pricing is on request, with a demo offered. Uniphore states that most customers are live within a few weeks with implementation specialists. It also states ISO/IEC 27001:2022, Level 1 PCI DSS Service Provider, and SOC 2 Type II certifications, with US or EEA data-location choices.

Spec sheet

Purpose
Real-Time Guidance Agent equips contact center agents with in-the-moment guidance, contextual knowledge, and automated after-call work.Read 2 Oct 2026 · uniphore.com
Intended users
The product is presented for contact center operations seeking agent guidance, contextual knowledge, and automated after-call work.Read 2 Oct 2026 · uniphore.com
Deployment
Uniphore says deployment timelines vary, but most customers are live within a few weeks with implementation specialists assisting with configuration, integration, and testing.Read 2 Oct 2026 · uniphore.com
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.Read 2 Oct 2026 · uniphore.com
Support
Uniphore provides a customer Support Portal and lists Americas technical support by phone at +1 866 4741429 and by email.Read 2 Oct 2026 · uniphore.com
Headquarters
Palo Alto, California, United StatesRead 28 Sep 2026 · uniphore.com
Founded
2008Read 28 Sep 2026 · uniphore.com
After-call work
It creates customizable conversation summaries and tags covering details such as intent, actions, and outcomes.Read 2 Oct 2026 · uniphore.com
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.Read 2 Oct 2026 · uniphore.com
In-call guidance
It provides next-best actions, sentiment cues, and reminders to help agents handle complex conversations consistently.Read 2 Oct 2026 · uniphore.com
Knowledge assist
It proactively surfaces answers grounded in enterprise data without requiring agents to search.Read 2 Oct 2026 · uniphore.com
Manager tools
Its Manager Dashboard provides live transcription, real-time alerts, KPI and call-quality insights, and coaching opportunities.Read 2 Oct 2026 · uniphore.com
Pre-call intelligence
Before a call, it can pull relevant context from a CRM, past interactions, and backend systems.Read 2 Oct 2026 · uniphore.com
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.Read 2 Oct 2026 · uniphore.com
Sentiment detection
It recognizes emotional cues such as frustration, confusion, or satisfaction and prompts agents to respond empathetically.Read 2 Oct 2026 · uniphore.com

Plans and prices

Real-Time Guidance Agent Priced on request Pricing not listed; book a demo Read 2 Oct 2026 · uniphore.com

Every Uniphore U-Assist plan and price →

Strong points and limits

Strong points

  • Pre-call context from CRM and backend systems
  • Next-best actions and sentiment cues during calls
  • Configurable summaries and outcome tags
  • Manager dashboard with live alerts and transcription
  • US-only or EEA data-location choices

Limits

  • Pricing requires contacting sales
  • Deployment timing varies by customer
  • Implementation specialists are needed for configuration and integration
  • Web is the only listed platform

Who it suits

It suits contact-center operations that need live agent guidance, contextual knowledge, sentiment cues, and automated after-call work. Managers needing transcription, alerts, KPI insights, and coaching views are also addressed.

Verdict

U-Assist focuses on guiding agents before and during conversations, then reducing manual after-call work. Its web delivery, integrations, manager dashboard, and stated certifications support contact-center deployments, with pricing available on request.

Where Specifiction places it

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