Voice & Emotion Analytics to enhance your Customer Experience
Reveal the truth behind your customer interactions with AI-based Voice Analytics from Xdroid. Understand every aspect of your customer conversations to create a competitive edge in your customer experience. Identify customer emotion and predict behaviour to increase customer retention and boost sales conversion rates.
Improve the overall performance and quality of your contact centre
Xdroid’s Voice Analytics supports the automated Quality Management of a Contact Centre by quickly and easily identifying critical conversations.
It does so by identifying dissatisfied customers, potential legal and authority cases, or detecting customers who plan to cancel their contract
Voice Analytics provides objective measurements that help identify the coaching and training needs, so that appropriate action can be taken to improve agents’ performance.
Provide insight into agent performance
KPI compliance levels are tracked over a certain period, individually or per department. The inbuilt dashboards provide your company with direct and actionable insight into your contact centre’s performance.
Real-time agent coaching
Xdroid’s real-time Agent Assist solution offers direct feedback to the agent during a call, significantly reducing cost and time spent on Quality monitoring. Agent Assist will immediately help the agent on reaching KPIs, breaching compliance issues, changes in sentiment, acoustic information (speak slower), and many more aspects.
Alerts can be sent to management for direct assistance. The solution also significantly reduces the wrap-up time and can provide lookups to save valuable time and respond quickly to customer questions.
Identify and remedy potential compliance breaches
Scan all your call recordings for specific compliance-related words and phrases to identify where information has not been handled correctly. Ensure your business remains GDPR compliant and remove the risk of a potential compliance breach.
Support your agents with Xdroid’s real-time advice on speech styles, approved greetings, and compliance.
Trigger automated links to content, calendar scheduling, and script advice. Provide alerts on the risk of losing a client, upsell opportunities, and overall performance of agents.
Xdroid at a Glance
Features you can expect from the Xdroid Voice Analytics solution.
Provide automated Quality Management and improve Customer Experience with voice and emotion recognition, CRM and TNPS integration, Predictive Analysis, and Machine Learning.
Real-Time Agent Assist
Advise agents in real-time on speech styles, emotions, and compliance.
Reduce AHT through automated links to content, calendar, script advice, and automated wrap-up.
Automated Quality Management to help ensure your agents are compliant. Provide alerts for non-compliant interactions, upsell opportunities, and overall performance of agents.
If you are interested in learning more about Xdroid, wish to book a demo or trial the solution for yourself. Get in touch by clicking the link below.