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Xdroid

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

 700 392 Stuart O'Brien
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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.

Fast, accurate analytics vital as call centres adapt to ‘new normal’ of WFH

 700 392 Guest Post
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The immediate provision of accurate speech analytics is becoming increasingly vital as contact centres increasingly look to maintain WFH operational models.

That’s the view of leading call centre solution provider Avoira which is anticipating heightened interest in the technology from delegates attending the virtual Contact Centre and Customer Services Summit on the 16th November.

The company reports managers are finding that the interactive nature of a sophisticated real-time analytics solution not only enables more effective call outcomes but enhances employee engagement.

Speaking ahead of the Summit, Steve Watts, Avoira’s head of sales, said: “With team leaders and managers having lost the Captain’s Chair view of what’s happening minute-to-minute,  real-time analytics are even more important and compelling.

“As a result, contact centre directors and heads of innovation are now taking a closer look at the sophisticated tools they might deploy to ensure productivity and service standards are maintained as the novelty of homeworking wears off.”

He adds that capturing real-time traffic not just within a centralised centre but across a remote working network, remains a challenge for all but the most potent speech analytic solutions.

The cloud-based Xdroid solution arguably unique – in delivering real-time analytics of both voice and text communications. It automatically records and analyses all calls and monitors customer experience, compliance and the performance of individual agents, wherever they are working.

The powerful solution can detect and range of emotions, reporting on whether customers are displaying displeasure, uncertainty, disappointment or happiness. Based on analysis of dialogue, it provides on-screen prompts which can steer an agent to engage in specific actions – such as up-selling or making a compensatory gesture – at the time most likely to yield a positive response.

A formidable customer service tool, the technology claims to deliver an increased client retention rate of 30% and an inbound sales uplift of 14%.

It can also increase agent retention and reduce breaches which can result in legal or regulatory actions.

“It’s not just regulatory and legal compliance with which our solution can assist, but in ensuring employees, wherever they are, continue to subscribe to and share the organisation’s ethos,” says Watts. “By providing tools with which to help an agents job be performed more easily and effectively, it also helps them feel valued.”