Xdroid’s Voice Analytics
Insights. Actions. Results.
Our Artificial Intelligence solution will drive your company
to get actionable results.
Artificial Intelligence & Machine Learning
for the Contact Center
Xdroid has reinvented Emotion Analytics for Contact Centers
Watch our short demo and see some of Xdroid’s features and the possibilities they offer.
Since its foundation in 2008, Xdroid has continuously taken customer feedback and needs to the heart. This resulted in the launch of its solution’s 3rd major release, the so-called VoiceAnalytics V3 in Q2, 2020
The V3 GUI, which is jam-packed with action-oriented screens, will catch the user’s eye right away. V3 provides numerous intuitive dashboards, graphs, and heatmaps that immediately give an overview of how the contact center or a group of agents performs, how that performance has been evolving and how a specific customer case has been handled.
It also shows which Key Performance Indicators and other Quality Management metrics need immediate attention. Besides its excellent action-oriented interface, VoiceAnalytics V3 contains lots of powerful functionalities, too many to list here.
To highlight just one, it provides a proprietary scripting language developed from the ground up to facilitate more intelligent and advanced searches in the huge database of analytics results produced by the state-of-the-art AI-based.
The Machine Learning module will analyze all conversations and show that specific subsets of the “negative” calls meets certain specific criteria like the length of a call exceeding a specific value and/or speech styles and speech characteristics exceeding specific values and/or specific positive or negative keywords being used, etc.
Filtering out the calls that meet those criteria will yield calls for which the likelihood of being a “negative” call is multiple times higher than the general average of 5%. As a result, calls that need further attention can be effectively filtered out so that appropriate follow-up actions can be taken to keep customers from canceling their contracts.
By combining multiple rules, machine learning can achieve even higher efficiency, so predicting the customer’s behavior is even more accurate.
The platform’s alerts function can be assigned to these rules to notify the right people in time to take appropriate action.
Contact centers can easily and quickly understand what factors play a key role in certain behavior or events, like contract cancellation or Net Promoter Score surveys or Successful Sales calls, etc.