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Nashua software company launches new sentiment analysis program

Union Leader Correspondent

February 19. 2018 9:04PM

Ray Pasquale, CEO and founder of Unified Office, Inc., of Nashua, says his company is expanding and plans to hire more workers in 2018. (COURTESY)

NASHUA — A local software company has created a program that can scan thousands of recorded conversations and screen them for people’s emotions — a feature designed to help businesses improve customer experiences.

“Telephone orders are still the life blood of many businesses, especially within service businesses such as hospitality and restaurants,” said Ray Pasquale, CEO and founder of Unified Office Inc., of Nashua.

His company announced its new Total Connect Now sentiment analysis suite last week at the ITExpo in Fort Lauderdale, Fla. Pasquale said the feedback has been positive, and he is excited about the possibilities.

Restaurant franchises that rely on phone conversations between workers and clients — such as Unified Office customer Domino’s Pizza — have constant interfacing on the telephone. Total Connect Now sentiment analysis suite detects the mood of callers by scanning the recorded conversations and screening them for exuberance, happiness, sadness or anger.

The program helps companies understand how their staff is treating customers and how customers react to employees, according to Pasquale.

“This is a big deal — and the longer you use it the smarter it becomes,” he said of the program, explaining it also gives businesses an opportunity to correct issues promptly.

Once an unpleasant call is flagged, business managers could make a special offer to correct the problem, or an underperforming employee could be coached on how to avoid the situation in the future, according to a release.

“Bringing practical innovations to our customers to help them manage their businesses easier and more effectively is really what Unified Office is all about,” Pasquale said.

Unified Office, housed at 20 Trafalgar Square off Exit 8 in Nashua, provides voice-over Internet communications, or the ability to make voice calls using a broadband Internet connection, as well as advanced analytics.

The company currently has 15 employees on site, and a few other part-time workers stationed elsewhere throughout the country. 

Unified Office, which was founded in 2014, has outgrown its existing office layout and plans to expand in a few weeks, Pasquale said.

“We are doubling our floor space on March 1,” he said, explaining the company is taking over more square footage within the same building to accommodate for its growth. He said the company will be hiring more people this year, although the company has not determined the exact number. 

Pasquale said there is strong demand in the market for easy to use managed communications service that integrates voice communications, service-level monitoring, business analytics tools and business continuity. 

“We are really a service provider,” he said.

Thera Hogue (clockwise from bottom left) Karen Duncan, Emily Friedrich and Anne Stewart work at the call center at NHHEAF Network Organizations Higher Education Campus in Concord in 2016. A Nashua company recently debuted technology that can detect the sentiment of callers to help business improve customer service. (DAVID LANE/UNION LEADER FILE)

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