Speech Analytics solutions, providing world class customer experience for businesses who talk to their customers. Our portfolio includes Speech Analytics, Live Agent Assist and Interaction analytics technologies.
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Speech Analytics, Interaction Analytics and Agent Assist that deliver results for customers
Avoira work with world leading speech analytics solutions from Xdroid, in order to deliver an amazing customer experience and business performance improvements. Our omnichannel solution allows us to provide unique support to businesses where they must comply to standards and regulations, ensuring their customers get the customer experience they expect. Identifying vulnerability through voice conversations allows businesses to handle sensitive conversations with professionalism and respect.
Highlight new sales opportunities, through on screen prompting
Support agents in real-time, through in-call recommendations and automated call summarization
Track agent performance and gain insight into your business operations
Sentiment detection and identify customer vulnerability
Track, report and improve on compliance scores
Best SME Contact Centre Customer Solution
This award is aimed at reseller businesses that have provided a compelling contact centre solution for SME end user customers in the UK private or public sector.
Provide automated Quality Management and improve Contact Centre Performance and Customer Experience with voice and emotion recognition. Monitor 100% of calls. Improve Performance. provide flawless service.
In order to support our Contact Centre and CX solutions Avoira offer a full Contact Centre Consultancy service. Working in conjunction with CX Consultants, Avoira can work with you to fully understand and define your solution requirements.
Principal was already switched on to the needs of its vulnerable customers, but Consumer Duty created a new managament information challenge in measuring and evidencing outcomes. “Our staff are well trained and understand their responsibilities, but we have to be able to prove to the FCA that they, and therefore the company, are fully complying with the new regulations.”
Working in partnership with Principal, our team created a vulnerable customers identification tool within a bespoke application of Xdroid. This involved detailing over 130 keywords and phrases under 14 categories of vulnerability. These range from a change of address through low income, domestic violence, depression and suicidal tendencies. In addition, we pointed to Xdroid’s wider powers such as Auto-QA scoring staff performance, agent wellbeing tracking, and extensive reporting on the customer journey. Uniquely, Xdroid also offers real time analytics and agent prompting. This can empower agents to appropriately direct a conversation to secure optimal customer outcomes. The same technology can also flag a live dialogue to a manager to support both customer and agent wellbeing.