Insights. Actions. Results…in Real-time.

Empower agents to be more productive and efficient, reducing stress and increasing job satisfaction.

Some of the features of VoiceAnalytics

Call Center Speech Analytics

Real-Time Call Transcription

Agent Assist connects with the PABX and gets the real-time stream of the call, which is then transcribed as the call goes.

In-call KPIs and Compliance Coaching

Allow agents to monitor their KPIs and compliance during calls. The items get automatically checked when performed, easing the workload of quality managers.

Automated Pop-ups

A lookup to a website or application is triggered automatically based on the mention of specific keywords or phrases, allowing the agent to access relevant information much quicker.

Real-Time Sentiment Detection

The system captures if the customer sentiment is neutral, positive or negative during the call and alerts the agents so they can take immediate action.

Recommending Actions

Support agents through automated recommendations based on sentiment, acoustic, and content information.

Automated Call Summarization

Reduce agents’ wrap-up time by capturing a summary of every call that can be copied straight into any CRM.

Live Call Following

Allow supervisors to follow calls live, support and guide agents via chat, and even identify when to intervene in calls if necessary.

Real-Time Call
Transcription

Agent Assist connects with the PABX and gets the real-time stream of the call, which is then transcribed as the call goes.

In-call KPIs and
Compliance Coaching

Allow agents to monitor their KPIs and compliance during calls. The items get automatically checked when performed, easing the workload of quality managers.

Automated Pop-ups

A lookup to a website or application is triggered automatically based on the mention of specific keywords or phrases, allowing the agent to access relevant information much quicker.

Real-Time Sentiment
Detection

The system captures if the customer sentiment is neutral, positive or negative during the call and alerts the agents so they can take immediate action.

Recommending Actions

Support agents through automated recommendations based on sentiment, acoustic, and content information.

Automated Call Summarization

Reduce agents’ wrap-up time by capturing a summary of every call that can be copied straight into any CRM.

Live Call Following

Allow supervisors to follow calls live, support and guide agents via chat, and even identify when to intervene in calls if necessary.

The Benefits of Real-time

• Improve agent experience and job satisfaction
• Reduce agent turnover rates
• Boost customer experience and loyalty
• Significant reduction in onboarding time for new agents
• Enhance compliance & KPI adherence
• Improve first call resolution (FCR)
• Reduce average handle time

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Real-time Agent Support

Agent Assist helps you better serve your customers through real-time analysis of calls. The solution enhances conversations between agents and customers by transforming analysis into valuable insights and unique opportunities, driving and recommending actions that enable personalized service in the contact center. It reduces post-call analysis and the workload of quality supervisors by ensuring that agents adhere to protocols and meet their KPIs during the call. Additionally, it decreases average handling time through automated pop-ups and the functionality of the automatic summary system, relieving agents’ effort and giving them the opportunity to catch their breath between calls without sacrificing productivity. Agent Assist is the perfect complement to Xdroid’s offline voice analysis solution, VoiceAnalytics.