Contact Centre Speech Analytics

Spotting sentiment, keywords, silence, and compliance triggers in real time gives contact centre leaders a live view of agent performance, customer experience, and commercial risk. Our contact centre speech analytics platform listens across every interaction at speed and scale, turning conversations into clear, actionable data.

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Quick, Actionable Improvements From Call Centre Speech Analytics

Manual call sampling catches only a fraction of issues, and it often tells you too late. This means missing opportunities to improve performance, while investing significant time for limited return.

Xdroid Agent Assist covers the scale people can’t. It scores every interaction automatically, giving QA teams full visibility across performance, flags coaching opportunities, and highlights process pain points. Teams focus on high-impact fixes, reduce handling time, improve first-call resolution, and drive more consistent outcomes across the contact centre.

Our Solutions

Real Time Agent Support
Live Monitoring
Compliance Support

Real Time Agent Support

Call centre speech analytics can help improve agent confidence, shorten onboarding, and boost sales without adding headcount. While your advisors talk, the system listens, guiding them with on-screen prompts, knowledge-base links, and next-best-action cues in real time.

They can also help protect your team by flagging abusive or distressing calls for immediate manager response, helping you support agents during high-pressure or sensitive interactions. This makes them ideal for high-impact scenarios, such as blue light call centres.

It can also:

Detect caller stress or emotional cues and alert agents in real time
Dynamically adapts prompts based on live conversation flow
Supports multilingual interactions with context-aware suggestions
Reduce average handling time across teams

On top of this, suggested upsells appear at the perfect moment, mandatory script lines pop up when needed, and soft-skill hints help maintain consistent, high-quality conversations across the contact centre.

Live Monitoring

Make live monitoring easier with one dashboard that updates with call sentiment, silence rates, and escalation risks as they happen. Red-flag alerts allow instant barge-in or whisper coaching, helping supervisors take action in real time.

Visual dashboards group metrics by team, shift, or campaign
Compare agent performance across time or against team benchmarks
View keyword heatmaps and sentiment spikes across the day
Monitor cross-channel interactions (voice, chat, email) in one view

Positive trends, such as high empathy or successful cross-sell language, surface too, so best practice can be identified, shared, and scaled across teams.

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Compliance Support

Contact centre speech analytics checks every call for disclosure wording, vulnerable customer signals, personal data misuse, and policy conflicts, giving QA and compliance teams full visibility across interactions when it matters most.

Automatically flags ID&V failures and script deviations
Tags calls with emotional risk markers linked to vulnerable customers
Maintains full, searchable transcripts for every interaction
Reduce compliance QA time through automation

These detailed audit trails make internal and external reviews simple, helping you maintain FCA, GDPR, and industry-specific standards with confidence across your contact centre operations.

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Industry Specific Solutions

Contact Centre Speech Analytics across industries

Financial Services
Hospitality
Education
Blue Light Emergency Services
Healthcare
Energy & Utilities
Retail
Transportation

Financial Services

Working with the insurance industry and other financial services to provide award-winning customer service, no matter the claim.

Hospitality

Track booking friction, upsell cues, and guest sentiment to raise occupancy and protect brand reputation during busy seasons in the hospitality industry.

Education

Monitor enrolment calls, student support queries, and safeguarding triggers to improve engagement and wellbeing across campuses, no matter if you’re a school, a college, or another entity in the education sector.

Blue Light Emergency Services

Get people help, across the emergency response field. These systems help call handlers focus on prioritising deployment of police, fire brigade, ambulances, and other services to critical situations.

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Healthcare

Identify patient anxiety, triage efficiency, and clinical consent language in healthcare, helping staff deliver compassionate, compliant care.

Energy & Utilities

Spot vulnerability indicators, billing confusion, and outage-related stress, then guide agents to clear resolutions that build trust in the world of utilities.

Retail

Analyse product feedback, delivery queries, and refund negotiations to sharpen retail-vital stock decisions and after-sales service.

Transportation

Detect frustration peaks during delays in transportation, improve agent scripts for itinerary changes and make sure that safety-critical information is always conveyed.