sales-uniphore

What this skill does

# 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

2. **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

3. **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.