NEWS: 19 Oct 2020 – Customer Touch Point has agreed a reseller partnership with Avoira which will see the two companies promoting a pioneering real-time voice analytics solution to clients across the globe.
The customer experience consultancy will now offer the AI-powered Xdroid technology as part of its wider suite of CX Technologies. Avoira, a major £25m technology solutions provider, will provide extensive sales and technical support to further ensure seamless integration of the software within existing IT infrastructures.
The cloud-hosted Xdroid technology not only captures keywords but detects a range of emotions, reporting when customers are displaying displeasure, uncertainty, disappointment or happiness.
Its real-time capabilities also allow Xdroid to provide call and web agents with on-screen prompts whilst customer dialogue is live. By determining customer sentiment it can direct agents to engage in specific actions at the time most likely to yield a positive result.
This means both sales and service provision can be enhanced with agents being automatically notified when a customer will be most receptive to particular interventions. These can range from identifying optimal opportunities for cross or upselling opportunities, or actions to remedy customer dissatisfaction.
Real-time analysis also assists in maximising agents’ adherence to regulatory obligations and corporate policies. With the software capturing and transcribing every customer interaction, it additionally provides a comprehensive audit trail and training resource.