How advanced analytics can help contact centers put the customer first

There is a high demand on the market to implement tools that are capable of detecting the emotional state of a caller. Xdroid’s Real-Time Voice Analytics service uses unique, content-independent algorithms to detect displeased, uncertain, disappointed and happy emotions. Therefore detecting these emotions, and correctly interacting with your customers will help you to greatly improve customer experience.
Furthermore, voice analytics can improve contact center performance by reducing average handle time and call volumes using statistical information on different levels (single call, operator and call centre). Read the article here!

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