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  • ‘Game-changing’ real-time speech analytics solution boosts contact centres’ sales, service and compliance standards

    700 392 Stuart O'Brien

    Avoira is forecasting a sales surge for its Xdroid speech analytics solution after the AI-powered technology was hailed as a game-changer by one of the UK’s top 50 personal insurance brokers.

    The technology solutions specialist – which is showcasing Xdroid at the Contact Centre & Customer Service Summit – is also expecting increased adoption of hybrid operational models to further boost the real-time analytics platform.

    Principal Insurance is among a host of companies to deploy Xdroid during the pandemic as UK businesses sought to maintain sales, service and compliance standards whilst staff worked from home.

    The Manchester-headquartered broker’s head of distribution, Matt Byrne commented: “For us, Xdroid is a game-changing technology, one that is bringing many benefits to our sales, service and compliance functions.

    “Intelligent, real-time analytics empower staff to act in the most appropriate manner at the most appropriate time, yielding more productive and positive customer engagements.”

    He added that as Xdroid captures all communications in real-time, it can control compliance and fraud protocols more swiftly and effectively.

    Having canvassed its staff, Principal is among a growing number of businesses planning to adopt a hybrid model. Byrne says Xdroid will be invaluable in helping manage staff performance across office and home environments.

    “Because it’s real-time and provides AI-led agent prompts, Xdroid offers both great oversight and the ability to be really responsive in supporting advisors.

    “It’s a bit like having a floorwalker on demand, wherever you happen to be working.”

    Xdroid’s capabilities have also been praised by life insurance broker, Protect Line. The fast-growing business is working with Avoira to build a vulnerable customers’ identification tool within a wider Xdroid implementation.

    “Xdroid will empower us to quickly identify potential vulnerability and flag calls to Compliance,” explains Protect Line’s speech analytics manager, Sam Goundry.  “They can then check the conversation, confirm the customer was provided with the right duty of care, that all factors were considered and take any necessary remedial action,”

    Since last year’s Summit, Xdroid, for which Avoira holds exclusive UK distribution rights, has also garnered international acclaim. In January it took the European Technology Innovation Leadership Award in the Frost & Sullivan Best Practice awards.

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    Stuart O'Brien

    All stories by: Stuart O'Brien

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