AVOIRA PROJECT SUPPORTING ‘VULNERABLE CUSTOMERS’ SHORTLISTED FOR INTERNATIONAL AWARD
A high-tech solution devised by Bury-headquartered Avoira to support vulnerable customers and has been shortlisted for two international awards. The company worked in partnership with London Borough of Barking & Dagenham council to create a custom platform to help it better identify and support its vulnerable residents.
This saw Avoira’s Customer Experience (CX) specialists developing a bespoke deployment of the AI-powered Xdroid speech analytics technology.
This enabled LBBD to capture, transcribe, score and report on every one of 300,000 calls handled by its customer service staff annually.
The solution also incorporates a vulnerable resident identification tool. This automatically flags calls which indicate that a resident may be affected by any of a range of vulnerabilities. These include financial, physical and mental health issues.
It has now been shortlisted in both the Best Innovation in Customer Service and Supporting Vulnerable Customers categories of the European Contact Centre & Customer Service Awards 2025 (ECCCSA).
The long-established awards recognise organisations across Europe that are leading the way in delivering exceptional service to customers.
They will reach their climax in November when the winners will be announced at London’s exclusive Evolution venue.
Commenting on the twin triumph LBBD’s Head of Customer Service, Sabina Onwuka said: “To be recognised as a finalist for both Best Innovation in Customer Service and Best Approach to Supporting Vulnerable Customers reflects our commitment to delivering on our vision: One borough; one community; no one left behind.
“With the fabulous team at LBBD and the support of partners like Avoira, we are harnessing innovation to ensure that every resident receives the care, empathy, and service they deserve.”
News of the project’s European shortlisting follows its success earlier this year at the UK government-sponsored Smarter Working Live awards where it won Customer Experience – Innovation as a Service trophy.
Avoira has also previously secured recognition at national and international awards for the company’s pioneering deployments of Xdroid.
These include winning Best Improvement Project in Europe, the Middle East and Africa (EMEA) at the Contact Center World Global Top Ranking Performers awards, the National Insurance Awards‘ Initiative of the Year and Best SME Contact Centre Solution at the Comms National Awards.
Remarking on Avoira’s latest success, Ian Taylor, the company’ s Head of CX, said: “Reaching the finals of another international industry awards scheme is testament to the strength of the partnership forged with Sabina and her team, the power of Xdroid and the Avoira’s CX expertise. “It’s been a privilege to work on a project that has delivered such impressive qualitative and quantitative benefits and enabled LBBD to better serve its residents.”
