Glossary
Action Items | Promises made and the next actionable work or course of action to be executed by the sales rep/team. |
Admin | System administrators who will manage the essential system configurations that allow end-users to use the “Sales Interaction Agent” application. |
Convo Stats | Conversational statistical metrics describing how a sales rep or team has been performing. |
Contact | Refers to the individual contact persons within the customer entity who participate in the sales conversations with the sales team. |
Contact/Customer Pulse | An overall indication of customer response to interaction(s) with the seller. This response mainly manifests itself in the sentiment and engagement values. |
Customer | Refers to the business entity and the related group of people being dealt with by the sales team to create a deal. |
Deal | The sales opportunity that sales reps manage through the ongoing sales meetings and conversations with their clients. |
Deal Insights | A cumulative analysis that provides deep understanding of customer meetings over the course of a deal. |
Empathy | It is the capacity of understanding the feelings of the other and expressing that capacity. Q measures the empathy of the sellers involved. The foundation of empathy for Q is on speech and tone features. It is a measure of a seller’s ability to understand and feel the needs and emotional reactions of the customer. |
Engagement | It is the level of compromise and attention the customer/seller displays during a meeting. Q uses computer vision features, speech, and artificial intelligence to calculate the engagement of the participants of a meeting. It is a measure of how invested and responsive a participant was in a meeting. |
Engagement Trend | The trend of the degree of engagement of one or all customer participants in a meeting or over the course of a deal. |
Key Moments | The positive or negative moments within a meeting. |
Manager | A sales manager using “Sales Interaction Agent” and managing a sales team typically composed of sales reps. |
MEDDIC | MEDDIC is an acronym that stands for Metrics, Economic buyer, Decision criteria, Decision process, Identify pain, and Champion. This is a sales technique framework used by the sales teams to drive efficient deal processes. It is a sales qualification framework used by sales teams to help qualify their sales opportunities. |
Meeting Insights | An accurate and deep understanding of customer meetings along with actionable intelligence provided by Q. Insights provided include sentiment/engagement trend of all participants, key moments and key topics, transcript, content analysis, etc. Meeting insights allow you to gauge the overall reaction of the customer and help determine the future course of action. |
Meeting Participant | A person who attends a meeting and whose sentiment & engagement are measured and evaluated. They can be the participants from either the customer or the sales team. |
Meeting Moments | Moments during the meeting, when specific discussion topics are brought up or meeting participants demonstrate significant emotional swings. |
Politeness | It is the display of good manners and positive tone during the conversation with others. Q measures the politeness of the sellers involved in a conversation by analyzing the speech and the tone of the voice. |
Sales Interaction Agent | Sales Interaction Agent is Uniphore’s answer to virtual sales challenges. It provides insights into sellers’ conversational techniques and correlates customer sentiment and engagement to sales deal performance. |
Q Score | A machine-generated performance indicator of a sales rep’s techniques. |
Real Time Assist | Unisphere’s real time app for Zoom that allows sellers to track customer participants’ reactions and cues real time. |
Rep | Sales Representative from the company using “Sales Interaction Agent” as a tool for making deals with customers. |
RTBF | “Right to be forgotten”. The right for end-users or customer contacts to issue requests regarding their personal data privacy. |
Seller EQ | A cumulative measure of a seller’s performance based on conversational attributes (sentiment/engagement/talk speed/talk ratio/empathy/politeness). |
Sentiment | It is the emotional valence (in a positive-negative spectrum) that the customer/seller is displaying. Q uses facial, speech and tonal features and artificial intelligence to calculate the sentiment displayed by the persons analyzed. |
Sentiment Trend | The trend of the emotional cues shown by one or all customer participants in a meeting or over the course of a deal. |