What is UNFYD.SCOR?
Quality teams traditionally sample a handful of calls and record the result on a spreadsheet scorecard, which leaves most interactions unexamined and the scoring open to dispute. UNFYD.SCOR hears every interaction, scores every parameter and feeds coaching back to each agent, with the scoring transparent and tunable rather than a black box.
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Voice, email, chat, WhatsApp, social; every interaction is a coaching moment waiting to be read.
The call you sampled is not the call your customer remembers. Performance reviews need to become less about assumptions and more about evidence, both obvious and AI-generated, to figure out what’s missed and why. UNFYD.SCOR reads every conversation and ships coaching feedback the same day on every interaction.
100 percent coverage. Bias-free scoring. Same-shift coaching.
Sampling is QA theatre. 2 percent coverage misses the 98 you cannot defend in front of a regulator. Score every call. Ship coaching the same shift. Surface compliance risk before the audit lands.
QA shifts from reactive audit to proactive performance engine.
Voice, email, chat, WhatsApp, social. Cloud telephony API plus folder-watch.
Azure speech engine. Speaker diarisation. Multi-language. Time-stamped events.
Templates per channel. Weighted parameters. Auto-evaluate every interaction.
Reason-led feedback. Targeted training plans. Calibration with supervisors.
A prominent retail lending institution connected customer lifecycle data with conversation quality intelligence. UNFYD.COMPASS The surprising discovery wasn’t who customers were. It was how conversations were influencing repayment behaviour. Collections performance improved when coaching became data-driven instead of supervisor-driven.
Your profit-dips and rising escalations affected your collections and conversion. The answer is usually buried inside thousands of conversations nobody has time to interpret. UNFYD.SCOR finds the pattern before leadership finds the symptom.
Our Experience Architects (another fancy word for UNFYD® ’s marketing team) would appreciate if you fill out the mandatory fields, please.
Our AI won’t bite, promise.
UNFYD.SCOR is quality management and agent coaching built on interaction scoring: every interaction heard, every parameter scored, every agent coached. It is part of UNFYD.COMPASS, the enterprise customer experience platform built by SmartConnect Technologies, and shares one data fabric with the other modules.
Random sampling and spreadsheet scorecards review a small fraction of interactions, so coaching rests on whichever calls happened to be pulled. UNFYD.SCOR moves from sample to one hundred percent coverage, scored with objectivity at scale.
Yes. The scoring is described as transparent and tunable, so the parameters reflect what your quality framework actually measures rather than a fixed vendor template.
Scores feed back as coaching against each agent’s own interactions, so feedback is tied to specific conversations rather than delivered as an aggregate score at review time.
Email transform@unfyd.com or call +91 22 62285000, or request a demo from the Connect page. The most useful starting point is the specific workflow or disconnect you are trying to fix.
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