Sold by: Uniphore
U-Assist In-Call is an intelligent agent guidance solution on AWS cloud infrastructure that combines conversational AI and workflow automation with a business user-friendly-UX to reduce onboarding time, minimize costly error rates and improve operational efficiencies. Uniphore on AWS offers better accessibility, usability, security and helps you leverage the elastic scalability of the cloud.
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Overview
The Uniphore-Amazon integration makes it easier than ever for businesses to improve both the customer and contact support agent experience through in-call agent guidance and automation.
U-Assist In-Call has guided workflows and next-best action alerts that help to reduce agent onboarding time, minimize costly error rates, and expedite calls to successful resolutions. New agents can quickly onboard while existing agents can keep pace with changes to consistently deliver an exceptional experience to each customer. U-Assist In-Call is available in two packages depending on the needs of your business: U-Assist In-Call Bolt and U-Assist In-Call Max.
U-Assist In-Call Bolt is a rule-based product that empowers agents to become 'super agents' with real-time step-by-step in-call guidance and automation of repetitive tasks. This is built on a low code-no code platform and is language agnostic.
U-Assist In-Call Max is an AI-powered product that has all of the functionalities of U-Assist In-Call Bolt with the added benefit of ASR and NLP to understand the customers intent, extract entities to save agent clicks and to provide real-time coaching.
Highlights
- Real-time agent guidance: Next-best action and agent guidance is pre-programmed to ensure consistency on every call and adherence with business requirements. Businesses can reduce agent on-boarding time by 75 percent
- Increase agent engagement with customers: Improve the customer experience by reducing dead air and hold time and increasing first contact resolution by over 20 percent
Details
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Introducing multi-product solutions
You can now purchase comprehensive solutions tailored to use cases and industries.
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Financing for AWS Marketplace purchases
AWS Marketplace now accepts line of credit payments through the PNC Vendor Finance program. This program is available to select AWS customers in the US, excluding NV, NC, ND, TN, & VT.
Pricing
Pricing is based on the duration and terms of your contract with the vendor. This entitles you to a specified quantity of use for the contract duration. If you choose not to renew or replace your contract before it ends, access to these entitlements will expire.
Additional AWS infrastructure costs may apply. Use the AWS Pricing Calculator to estimate your infrastructure costs.
Dimension | Description | Cost/12 months |
|---|---|---|
U-Assist In-Call Bolt | Per Named Agent | $150,000.00 |
U-Assist In-Call Max | Per Named Agent | $330,000.00 |
Dimensions summary
You choose between two package levels for U-Assist In-Call, and both bill per named agent. A named agent is a specific, assigned user seat. U-Assist In-Call Bolt and U-Assist In-Call Max represent two feature packages priced on the same per-seat basis. Your cost scales with the number of agents you assign to each package. You pick the package that matches the capabilities your team needs, then multiply by your agent count. Both are contract-based commitments.
Top-of-mind questions for buyers
A named agent is one specific, assigned user seat tied to an individual contact center agent. You are billed for each agent you assign, not by concurrent logins or call volume. If you add an agent, you add one more named seat to your count.
Both packages bill per named agent under a contract. They differ by the feature set included at each level. Capabilities span real-time guidance, contextual knowledge delivery, automated call summaries, and sentiment detection. You pick the package matching the capabilities your team needs, then multiply by your agent count.
Cost scales with the number of named agents assigned to each package. Adding agents raises your bill by the per-seat rate for their package. Reducing agents lowers your seat count. The named-agent model ties cost directly to assigned seats, not to call activity.
www.uniphore.com
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Delivery details
Software as a Service (SaaS)
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Support
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Customer reviews
Libraries
Streamlined Library Operations with Real-Time Guidance
Reviewed on Jul 09, 2026
Review provided by G2
What do you like best about the product?
I value the Real-time Guidance Agent for its live, real-time support that adapts instantly to unique library reader scenarios, fitting seamlessly into my daily work with Pipedrive at Stadtbibliothek Leipzig. Its context-aware live prompting during in-person chats, phone calls, and digital message exchanges with readers matches relevant library rules, gentle German service language, and GDPR requirements right as we speak, automatically shifting guidance to suit different audiences like elderly residents or parents. I deeply appreciate how it bridges live consultation and my member tracking in Pipedrive, capturing key requests, complaints, and resource demands as the conversation proceeds, helping me log consistent, complete reader demand data for reviews and planning. Another standout feature is its built-in compliance guardrails tailored for German public library standards, ensuring mandatory privacy disclaimers and regulation reminders are not overlooked. The lightweight, user-friendly interface requires no complex setup or training, allowing new users to quickly learn and deliver uniform, high-quality support, which reduces consultation waiting times and post-chat admin work.
What do you dislike about the product?
The agent struggles to parse highly niche library-specific requests that go beyond basic membership and digital resource questions. The guidance provided is overly generic and lacks detailed procedural steps unique to our Leipzig library’s special collections. I still need to pull separate internal archive handbooks to fill in missing information, breaking the smooth live consultation flow the tool is meant to enable. Additionally, we faced a few noticeable setup challenges. The biggest pain point was the absence of a native bulk template import function. We could only paste one snippet into the agent’s personal template library at a time. Another key limitation was the lack of a custom institutional knowledge upload module during onboarding.
What problems is the product solving and how is that benefiting you?
I use Real-time Guidance Agent to reduce service delays by providing instant, context-aware guidance. It streamlines consultations by resolving complex queries in real time, maintains consistent communication, logs data accurately, and simplifies post-consultation work by organizing dialogue notes for seamless integration with Pipedrive, enhancing efficiency and reader satisfaction.