Welcoming Avoira to the 8x8 Family
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On behalf of the entire team at 8x8, we are delighted to welcome Avoira as a technology partner to our ecosystem offerings, with exclusive rights to the AI-powered Xdroid speech analytics solution, which has the potential to bring significant benefits to numerous organisations across various industries and departments.
In today’s environment, contact center staff have to be able to detect multiple nuances in a conversation, even subtle details like voice and tone. Avoira’s solution captures, transcribes, and analyses every conversation between contact center staff and customers. This includes tracking callers’ emotions and satisfaction, monitoring compliance with company protocols and providing agent performance reports. Insights provided to both agents and management enable delivery of optimal resolution and customer satisfaction.
As one of the most sophisticated speech analytics solutions on the market, Xdroid also empowers call centers to better comply with complex regulatory demands. These include the stringent new Consumer Duty regime applied to financial services firms by the Financial Conduct Authority at the end of July 2023 in the UK. Because it captures everything, not just a sample of calls, Xdroid provides a fully evidenced picture, enabling managers to swiftly identify and rectify any regulator breaches. It can also be deployed to identify vulnerable customers and ensure they are properly supported and enjoy good outcomes in line with regulatory frameworks.
In addition, its analytical powers make Xdroid an effective weapon in the ongoing battle against fraud. Where the solution is especially important is for agents who are working remotely, helping support both their effective performance and wellbeing. The technology provides direct in-call support to agents and also allows their team leaders to follow calls live, support and guide them via chat. It can even flag when it’s appropriate to intervene in calls.
This sort of tool can be invaluable in a number of areas, especially when staff are dealing with emotive calls or topics. For councils, housing associations, emergency services and others, this offering can help to reduce mental strain and worry on staff as they will know they are offering informed and helpful conversation.
Avoira’s Head of CX, Ian Taylor told me: “Joining 8x8’s elite Technology Partner Ecosystem will enable our clients to benefit from particularly powerful, bespoke solutions created through seamless integration of Xdroid within 8x8 alongside other innovative, next-generation technologies offered through the ecosystem."