Improve the performance and quality of your contact centre with speech analytics

Xdroid speech analytics supports the automated quality management of a contact centre by quickly and easily identifying critical conversations.

Speech analytics helps to identify dissatisfied customers, those planning to cancel their contract and potential legal or authority cases.

There is also the opportunity to help call centre agents improve their performance. Xdroid speech analytics provides objective measurements to help identify any coaching and training needs.

Gain insights into all your customer interactions

Xdroid's AI-based speech analytics provides automated contact centre performance results and insights into the customer experience, thanks to voice and emotion recognition features.

Speech analytics can reveal every possible aspect of your customer conversations, giving you the competitive edge. Identifying customer emotions and predicting behaviours through speech analytics helps to increase customer retention as well as boost sales conversion rates.

FAQs

What is speech analytics?

Speech analytics is the analysing of recorded calls to obtain information on customers with the intention of improving future interaction and predicting their intentions.

What can speech analytics do?

Speech analytics can provide performance results as well as insights into customer experience through voice and emotion recognition features.

Why do we need speech analytics?

Speech analytics is useful to gain insight into your customers' experience, emotions and behaviours. Speech analytics can help to improve your customer retention by ensuring your customers are satisfied with their experience.

Who uses speech analytics?

Speech analytics can be useful for a variety of individuals and businesses. It can be successfully used to:

  • Improve employee performance and productivity
  • Gain insights into customers and their habits
  • Increase customer retention
  • Boost sales conversion rates
  • Reduce and eliminate legal or authority cases

What are speech analytics for call centres?

Speech analytics are particularly useful in call centres to help identify key or commonly used words and phrases. Speech analytics can be used in call centres to recognise and analyse emotions and speech patterns in a voice.

Request your Xdroid speech analytics demo

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Improve the performance of contact centre agents with real-time insights and coaching

Xdroid’s real-time Agent Assist feature offers direct feedback to the agent based on speech analytics.

Alerts can be sent to management for direct assistance and can immediately help call centre agents with acoustic recommendations (such as speaking slower), reaching their KPIs, decreasing wrap up time and more.

Speech analytics dashboards are available to provide your company with direct and actionable insight into your contact centre's performance. By allowing agents to see and track their results, they can better understand how to learn, improve skills and increase their scores.

Xdroid speech analytics features

Escalation requests and explained reasoning

Call visualisation and categorisation

Sentiment and speech style analytics

Productivity and performance tracking

Custom reports and alerts

Automated quality management

Speech to text transcription

Goal setting and feedback

News story - Protect Line

Using speech analytics to identify vulnerable customers

We have worked with Protect Line to deploy emotion-detecting speech analytics software to help identify and support their vulnerable customers.

There are around 90 different categories of potential vulnerability that can now be risk-rated, with single and multiple vulnerabilities identified to provide an overall rating for each call, thanks to speech analytics.

"Xdroid will immediately identify a range of potentially high-risk vulnerable customers for our teams to support."

Sam Goundry, Speech Analytics Manager, Protect Line

Read news story

Discover Xdroid speech analytics case studies

Learn more

Find out more about Xdroid speech analytics

Call Centre Software Solutions

Contact Centre Software Solutions

Xdroid Operator Assist

Agent Compliance from Xdroid


 Want more information?

Speech analytics can provide priceless insights into your company operations and help drive you towards valuable results. 

Book a demo today and let us show you how you could benefit from Xdroid speech analytics.