Voice Analytics Powered By Xdroid

Voice analytics is an automated performance management platform that uses speech and tone of voice analytics to understand and respond to customer needs more effectively.

Voice Analytics Powered By Xdroid

CTP Voice Analytics solution is an Automated Performance Management platform for contact centres based upon speech and True Emotion Analytics.

Xdroid Voice Analytics Customer Touch Point

Our voice analytics solution uses machine learning and AI capabilities combined with CRM and NPS data to give a deep insight into the quality and performance of the contact centre as a whole as well as of individual agents. In addition, it is an effective commercial asset for customer retention.

The Benefits of Voice Analytics

Increase customer retention

You can start retention workflows by filtering out the most displeased customers. Immediate and efficient reactions to the displeased customers improve both customer retention (and by that reducing the churn) and quality of customer handling.

Reduce legal cases

Use keyword and emotion filters to locate threatening calls that probably end up in authority or legal cases. Reduce the number of these harmful cases by calling back the customer and handle the situation in a proper way before it’s too late. This helps to maintain the reputation as well.

Boost sales conversion

Increase sales conversion rates by analyzing successful and unsuccessful sales attempts. Reveal differences in speech style, keywords, use of the companies value propositions and in other meaningful metrics. The method can be applied to either direct outbound sales or to offers during inbound calls.

Reduce agent turnover

Increase loyalty and give better training of contact centre operators by providing them transparent, objective feedback, rating, and coaching about their performance Use regular reports and automatic suggestions in order to keep them well-trained and maintain consistent quality management.

Objective, Automated coaching

Provide a transparent and objective track of each agent’s progress. Increase your operator’s training level and efficiency by using automated feedback on each key metrics (intonation, speed, dominance, music periods, speech volume, etc.) so agents can quickly realize what they can do to be more efficient.

Improve call-handling efficiency

Reduce unnecessary music and idle times during call handling and analyze root causes of them. Decrease average call times and increase the quality of call handling in parallel. There might be lots of differences even at the operator level, so track and analyze each call.

Insight Learning

Our Insight Learning module, based on artificial intelligence, can perform predictive analysis across all conversations to identify trends and patterns in the analytics data. This is especially important for conversations that ended with a customer starting legal actions or for fraud attempt related conversations, etc.

Xdroid Voice Analytics Customer Touch Point

We strive to make our clients happy

Successfully identified additional at-risk customers by

0 %
More than £3500 revenue retained

We strive to make our clients happy

Successfully identified additional at-risk customers by

0 %
The increase in telephony NPS for major examinations board

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