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Award Winners!

Scott Mordue
Scott Mordue
October 2, 2023
Award Winners!

Avoira wins prestigious award for AI-powered Speech Analytics solution with Principal Insurance.

Technology solutions provider Avoira has won a prestigious national award for the development and implementation of an AI-powered speech analytics solution for specialist insurance broker, Principal Insurance.

Bury-headquartered Avoira was presented with the Best SME Contact Centre Solution trophy at the Comms National Awards. Established for over 20 years ago, these acknowledge the stand-out organisations, technologies, leaders and innovations in the communications and ICT communities

The Avoira award recognises the success of the company’s bespoke application of Xdroid, at Sale-based Principal.

Xdroid, a powerful, omni-channel analytical tool, empowers the broker to automatically capture, transcribe and analyse every customer interaction. This contrasts with the practices of many other financial services firms which still rely on time-consuming and less accurate manual and random sampling.

Avoira also worked with Principal to develop a Vulnerable Customers’ Identification Tool. This enables the broker to better support customers with financial, health and other vulnerabilities to ensure they benefit from good outcomes in line with regulatory demands.

In addition, a Customer Sentiment Tracker, powered by Xdroid’s emotion-detection capabilities, provides insights into customer satisfaction levels during and at the conclusion of any interaction. The metrics yielded can be used to fine-tune customer service and sales processes.

Because it captures and records all interactions, Xdroid is also assisting Principal in adhering to and evidencing compliance with regulatory obligations. These include the Financial Conduct Authority’s newly launched Consumer Duty framework.

Having accepted the award at a glitzy ceremony hosted by broadcaster Vernon Kay at London’s Park Plaza Westminster Bridge, Ian Taylor, Head of Customer Experience (CX) at Avoira commented:

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Securing a highly respected and hard-fought for Comms National Award is a tremendous honour. It is also just reward for my team who, working in partnership with Principal’s senior management, created an immensely powerful tool which is delivering substantial qualitative and financial benefits.

Ian Taylor, Head of Customer Experience (CX) at Avoira

Dave Bowcock, managing director of Principal Insurance, offered his congratulations to Avoira, saying:

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I’m delighted for Avoira. This award is well-deserved recognition of both the expertise and dedication the company’s CX team committed to this project, creating a solution which is an absolute game-changer for Principal.

Not only has Xdroid supported enhancement of our customer-facing operations, but it’s promoting the performance and wellbeing of our staff. It’s also a dynamic solution, so we will continue to reap the benefits in years to come.

Dave Bowcock, managing director of Principal Insurance

In addition to its success at the finals of the Comms National Awards, Avoira was also shortlisted in the Best Managed Service Customer Solution category.

This recognised the benefits of a managed service programme implemented at  East Lancashire Railway.

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