Innovative Collaboration with Xdroid Elevates Intelcia to ‘Best Contact Center Award’ Category Finalist
In a significant acknowledgement of excellence and innovation in the contact center industry, Intelcia has been named a finalist for the ‘Best Contact Center Award’ at the prestigious Contact Center World Global Top Ranking Performers Awards 2024.
This achievement is a testament to the successful partnership between Intelcia and Xdroid which began in 2021. The winning combination of Xdroid’s AI-driven solutions and Intelcia’s expertise has enhanced customer service across various sectors, achieving remarkable outcomes for their clients.
Transformative Impact of VoiceAnalytics:
Since the beginning, Intelcia has implemented Xdroid’s VoiceAnalytics in innovative ways to address the needs of its clients. The objectives of collaboration have been automating and centralizing quality management, enhancing productivity, and fostering digital transformation. By leveraging Xdroid’s technology, Intelcia has transformed its contact center operations achieving significant results:
- Enhanced Service in the Energy Sector: VoiceAnalytics helped Intelcia identify unproductive elements in 35% of calls. Further probing and analysis led to improved average handling time with root cause analysis.
- Compliance Management in Insurance: Intelcia utilised the ‘phrase detection’ of VoiceAnalytics for monitoring the agents’ adherence to industry regulations, and company protocols.
- Market Insights for the Food Industry: Intelcia also engaged in a deep analysis of consumer behaviour. They could assess how the agents were upselling and cross-selling new products and the response of the customers to these new offerings. By studying this impact they could generate valuable insights for marketing and sales teams. This collaboration notably contributed to Intelcia winning the ‘Contact Center Platinum Awards’ in Spain for a project with Danone.
Streamlined Quality Management:
Intelcia has also adopted VoiceAnalytics for its internal quality monitoring. The solution was used to support over 3500 agents. This strategic move led to enhanced performance oversight and integration with HR systems. Thus setting up an efficient agent management system across different projects. Since implementation, the quality of the performance was up by 3 points, and the learning curve for new agents was down to 2-3 weeks.
From the Leadership:
"We are immensely proud of our partnership with Intelcia and their well-deserved recognition as a finalist in the ContactCenterWorld Awards. Our collaborative efforts, particularly through the application of VoiceAnalytics, have set new standards in customer service excellence and innovation. This nomination speaks for the hard work and dedication of both our teams."
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 Intelcia Spain and Latam
Intelcia Spain and Latam, formerly Unisono Group, was recently acquired by Intelcia, a part of Altice Group. Nowadays Intelcia Spain is one of the leading Business Process Outsourcers (BPO) in the customer experience and digital transformation space, with 16 different sites across Spain, Chile, Colombia and the UK. Their goal is to enhance customer experience through contact center and consulting services, working closely with their clients to help them stay focused on their company’s objectives and mission. Their philosophy is founded on precision, flexibility, customization and most importantly, innovation. Innovation is exactly what consolidated the partnership between the BPO and Xdroid, through E-voluciona by Intelcia.
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.
