12th March 2024, Mechelen, Belgium
Innovative Speech Analytics Solutions Transform Customer Interactions in the Automotive and Service Industries
Xdroid is proud to be named as a finalist for the “Best Technology Innovation Award – Vendor/Live Agent Support Solution” at the Contact Center World: Global Top Ranking Performers Awards 2024. This nomination recognizes Xdroid’s significant contributions to the field of customer service technology. At the final CCW Awards event, Xdroid will be presenting two of its pioneering case studies showcasing the versatile applications of Xdroid’s VoiceAnalytics and AgentAssist solutions in the BPO industry.
Customized Solutions for BPOs
Working closely with one of their BPO clients, Xdroid tailored its solution to meet specific business needs, assisting in the formulation and setting of KPIs and agent protocols. This collaboration led to the deployment of AgentAssist, Xdroid’s real-time solution that provided in-call guidance and automated wrap-up tools, helping agents meet and surpass their Average Handling Time reduction targets by 1.8 minutes. The implementation also resulted in a 25% improvement in the fulfilment of KPIs and compliance with industry standards and privacy practices, marking a substantial leap forward in agent performance and customer service quality.
Transforming Customer Service with AI and NLP
In collaboration with another one of their BPO clients, Xdroid deployed its offline solution, VoiceAnalytics, to revolutionize customer service for an automotive industry client. This cutting-edge application of AI and NLP technologies enabled the implementation of a VOC (Voice of the Customer) prediction model with an impressive 93% accuracy rate in predicting in-call NPS. Additionally, a root-cause analysis system featuring AI-generated categories and a Resolution and Redirection Checks system were developed, significantly enhancing customer satisfaction and service delivery efficiency.
From the Leadership
Gerry de Graaf, co-CEO, Xdroid, said,
“We are honoured to be recognized as finalists for the Best Technology Innovation at the CCW Awards. These case studies with our BPO clients illustrate our commitment to pushing the boundaries of what’s possible in customer service through technology. Our solutions are designed to empower agents and enrich customer interactions, and this nomination is a significant milestone in our journey.”
The Global Top Ranking Performers Awards 2024
The 2024 Global Top Ranking Performers Awards attracted over 2000 entries from over 80 nations. Now in its 19th year, these awards are regarded by many as the most prestigious awards in the industry and a few even refer to them as being like the Olympics for our industry as it’s not just a company competing against the company, but a nation against nation!
The Global Top Ranking Performers Awards are the ultimate industry awards for the contact center industry and are exclusively available from ContactCenterWorld.com – the Global Association for Contact Center & Customer Engagement Best Practices with around 220,000 members in 200 countries.
About ContactCenterWorld
Contact Center World is the World’s largest association for Contact Center & CX professionals with over 220,00 professional members. ContactCenterWorld.com was founded in 1999 and runs the largest awards program for our industry, the highest-rated events, offers networking for members, has over 40,000 documents online and offers daily tips, benchmarking data, employee engagement and customer experience programs.
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.
