Madrid, Mechelen, Budapest
9th February 2023
On 9th February 2023, E-voluciona by Intelcia and Xdroid announced that as a logical next step in their partnership, they will be collaborating on the development of new voice and text technologies in a Customer Interaction Lab. Each organization has committed resources to this project to develop functionalities that can be used by management and employees to offer differentiated, excellent customer service.
With Speech and Text Analytics Solutions, it all boils down to the details. Additional capabilities of the solution can thus simplify the process and ease the load tremendously. This endeavor will be focusing on different aspects of the customer journey like First Call Resolution (FCR), Net Promoter Score (NPS) improvement, and Text Analytics. The program will also draw from the key objectives that E-voluciona by Intelcia has in the near future in terms of its offerings to its customers/clients and how Xdroid can step in to further enhance the solution for the industry. Dacil Borges, Director of Quality and Speech Technologies at E-voluciona by Intelcia, expressed their enthusiasm about the project saying,
“We are excited to take this opportunity to elevate our offerings for our customers, agents, and management. The goal here is to develop our services in a way that addresses the needs of our customers and makes information easily available and accessible.”
The relevance of this tool lies in its utilization by employees across different levels and how it improves the overall customer experience. Whether it’s the agents or the top management, everyone using the tool will benefit from it and this benefit will ultimately contribute towards elevating the services offered to the final customers. VoiceAnalytics will therefore not only offer a gold mine of data but will also be able to maximize the analysis and insights to generate effective recommendations in just a few clicks.
E-voluciona by Intelcia’s use of VoiceAnalytics on a daily basis will provide Xdroid’s developers an opportunity to upgrade the ease of use and sophistication of the software. Even the smallest of changes can make a big difference in making the solution more user-friendly for the customer. The developers will also get a deeper understanding of contact center operations and a first-hand account of what they need from the solution. Gerry de Graaf, Managing Director of Xdroid commented on how he is looking forward to the project saying,
“Agility and Innovation are two of the most important values for Xdroid. We know we have to constantly keep pushing the envelope with our solution. We are approaching this project with this innovative mindset and are focusing on taking the solution to next level. We are very happy to be able to work closely with such a knowledgeable partner as E-voluciona by Intelcia.”
About E-voluciona by Intelcia
E-voluciona by Intelcia is a company specializing in the transformation of Customer Management and Customer Experience processes and operations through the use of advanced technological solutions. The company offers comprehensive support in transforming the entire customer lifecycle, a field of activity in which Intelcia Group has developed its expertise over more than 20 years. In addition to CX consulting, whether strategic or operational, E-voluciona by Intelcia’s portfolio of services includes assisted robotization solutions, Virtual Assistants, AI and Natural Language Understanding solutions for advanced analytics and business process digitalization solutions based on Low Code platforms for Agile implementation in organizations.
About Xdroid
Xdroid’s mission is to transform customer experience and contact center performance through analytics software based on artificial intelligence. We automatically provide objective, consistent, and valuable information and insights about each conversation by processing all customer interactions.
| Contact: Şelha Karabulut, Marketing Manager selha.karabulut@xdroid.com +34 602 441356 |
