We have been shortlisted for two prestigious business awards.
Judges at the Comms National Awards (CNA) have selected us as a finalist based on our work for the East Lancashire Railway (ELR) and specialist insurance broker, Principal Insurance.
The success of the ELR project earned Avoira’s Managed IT & Support team a shortlisting in the awards’ Best SME Managed Service Customer Solution category. This recognises the benefits brought through the upgrading of an ageing, fragmented and fragile IT infrastructure with a managed service programme. This incorporated cloud-based software services, hardware upgrades, fibre-to-the-cabinet (FTTC) connectivity and a virtual private network, all backed by on-site and remote technical management and support.
At Principal, Avoira’s Speech Analytics & Customer Experience specialists handled the bespoke development and implementation of an AI-powered Xdroid speech analytics solution. This earned Avoira’s team a shortlisting in the awards’ Best SME Contact Centre Customer Solution category. Xdroid has proven a powerful tool in enhancing the experience of Principal’s customers as well as promoting the wellbeing and performance of its staff. It is also assisting the company in satisfying and evidencing its compliance with regulatory obligations, including the Financial Conduct Authority’s newly launched Consumer Duty framework. Whilst many financial services’ business still rely on manual call sampling, Principal can use Xdroid to capture, transcribe and analyse every customer interaction. Avoira also worked with Principal to develop a Vulnerable Customers’ Identification Tool. This will enable the broker to better support customers with financial, health and other vulnerabilities in order to ensure they benefit from good outcomes. In addition, a Customer Sentiment Tracker, powered by Xdroid’s emotion-detection capabilities, provides invaluable insights into customer satisfaction levels during and at the conclusion of any interaction. This empowers the company to identify touch points with which to inform future best practice.
The winners of the awards will be announced at a glitzy awards ceremony being hosted in September at the Park Plaza Westminster Bridge Hotel in London. Commenting on the company’s success, Avoira’s managing director, Andrew Roberts, said: “Avoira’s success in reaching the finals of the Comms National Awards in not one, but two categories, speaks volumes about our ability to deliver best in class solutions across a range of technologies and services.”
We have produced case studies which detail the work our specialist teams carried out for both ELR and Principal Insurance. Please click to read more: