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