Some of the features of VoiceAnalytics
Call Center Speech Analytics
Xdroid builds its own speech recognition engine offering both Speech-to-Text transcription and Keyword Search capabilities. We connect to multiple third- party engines as well in order to give a global coverage in over 25 different languages.
Development goals can be set per agent, per agent group, or for the entire contact center. Personalized weekly or daily advice can be generated for each agent about, for example, the use of keywords or the amount of silence.
Development goals can be set per agent, per agent group, or for the entire contact center. Personalized weekly or daily advice can be generated for each agent about, for example, the use of keywords or the amount of silence.
In addition to accepting NPS values as metadata for each conversation, the system also allows one to explore the various reasons behind the NPS & CSAT scores.
The continuous measurement of feedback about agent productivity (speech) and non- productivity (music, silence, overlapping speech), and KPI performance, allow to decrease call handling and waiting times, discovering areas of training and improvement.
Detect whether agents use proper greetings and comply with company regulations. VoiceAnalytics counts with an automated redaction capability allowing customers to automatically delete GDPR and other sensitive data.
Automated Quality Management
VoiceAnalytics processes 100% of the conversations and can (pre)filter out nearly 70% of all problematic conversations that require further attention. Automatically upload agent performance to the agent scorecard.
Speech to Text Transcription
Xdroid builds its own speech recognition engine offering both Speech-to-Text transcription and Keyword Search capabilities. We connect to multiple third- party engines as well in order to give a global coverage in over 25 different languages.
Goal Setting & Feedback
Development goals can be set per agent, per agent group, or for the entire contact center. Personalized weekly or daily advice can be generated for each agent about, for example, the use of keywords or the amount of silence.
Compliance
Detect whether agents use proper greetings and comply with company regulations. VoiceAnalytics counts with an automated redaction capability allowing customers to automatically delete GDPR and other sensitive data.
NPS & CSAT Integration
In addition to accepting NPS values as metadata for each conversation, the system also allows one to explore the various reasons behind the NPS & CSAT scores.
Productivity & Performance Tracking
The continuous measurement of feedback about agent productivity (speech) and non- productivity (music, silence, overlapping speech), and KPI performance, allow to decrease call handling and waiting times, discovering areas of training and improvement.
Word Cloud
VoiceAnalytics offers word-cloud functionality that shows which words are used the most in conversations and how they relate to other words
NLP-based Topic Insight
In May 2023, Xdroid launched new NLP-based features which include Topic Insight through clustering. This feature uses advanced natural language understanding capabilities to analyze the context of the dialogue, and automatically produce hierarchical topic clustering of the issues discussed in conversations.
KPI checks
VoiceAnalytics allows managers and supervisors to check how well their agents have been following and meeting the set KPIs. This analysis can also be compared and checked across different departments, and groups for a better understanding of the overall KPI adherence of the contact center.
Call Visualization
Have immediate access to all calls and markers, keywords, sentiments of the call, being able to immediately jump at the right place in the call to play it back.
Call Categorization
By using the detection of specific words, expressions, or phrases the system can detect what customers are calling for and categorize calls into groups.
Escalation Requests & Reasons
The number of escalation requests can be tracked over time, and the (pre- programmed) reasons for escalations are monitored and displayed at various levels of the company.
Predictive Analytics & CRM Integration
VoiceAnalytics provides you with your own data analyst. Combine your CRM data with the outcome of each call and do sophisticated analysis that predict your customers behavior.
FCR & Customer Journey
Voice analytics can track calls over time against a case ID and customer ID to determine how efficient customers are being helped.
Sentiment & Speech Style Analytics
Xdroid provides a language-independent sentiment analytics engine based on speech styles (happiness, disappointment, unhappiness, and uncertainty). However, language-based sentiment detection is also part of the solution.
Speech Analytics Sneak Peek
VoiceAnalytics is a voice analysis platform based on the latest speech to text technology. The system processes and analyzes digitally stored audio and it’s metadata provided by a customer’s recording system. It provides reports, overview dashboards, and insights based on analysis results such as productivity metrics (speech vs. music vs. silence vs. overlapping speech), speech style indications (displeased vs. happy), speech characteristics (intonation, articulation, speech rate, speech volume, and pitch) and keyword, expression, and phrase detections. These metrics, potentially combined with other metadata, can also be used for predictive analytics, which is also part of Xdroid’s contact center speech analytics solution.
Insights out of ALL your recordings with call center speech analytics
Recordings can be processed in the Xdroid cloud or on the customers premise, through an automated or manual uploading of non-encrypted recordings. For speech analytics to work correctly, conversations are recorded in stereo/dual channel. In the case of mono-recordings, speaker separation will never be 100% accurate. VoiceAnalytics allows the upload of metadata to the system, it can be provided in the name of the recording or in a specific xls or csv data file together with the recordings.
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