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.


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.

We strive to make our clients happy
Successfully identified additional at-risk customers by

We strive to make our clients happy
Successfully identified additional at-risk customers by

Book A Live Demo
In order to provide you with the requested information, we need to store and process your personal data. For full details on how we store your personal data for this purpose, please refer to our Privacy Policy. Please note we may also send you other related content.
Latest Blogs

Customer Touch Point adds emotion-detecting analytics to portfolio following deal with Avoira
Customer Touch Point partners with Avoira to offer Xdroid real-time voice analytics to clients across the globe.

Zappix Partners with Customer Touch Point to Improve Customer Experiences with Visual IVR
Customer Touch Point partners with Zappix to offer industry leading visual IVR to clients globally.

Engage to Influence™ – positively influencing behaviour to reap rewards
We share our Engage to Influence methodology – what is its and how to use it to drive better customer experience.

Banking Case Study – Self-Serve Payment Processing
Case Study: helping a leading UK bank implement a new customer journey & IVR programme.

Achieving Instant Impact in Customer Experience. The what, why and how.
We share our concept of Instant Impact CX and how to embrace it in 5 key steps.

Six important customer experience trends and how to embrace them
Here are some of the latest CX trends, against which we have provided you with practical tips to help you embrace every single one …