Summary of Integration.
Our solution empowers you to become a DATA DRIVEN BUSINESS from the insight uncovered receiving benefits of -
- Increased sales, due to insight into all interactions, highlighting good practice, auto scoring all calls and providing insight to the staff and team leader on how to improve performance.
Increase in sales value of typically 20%+
- Reduced costs by being empowered with the true reason for contact across all calls, so you can resource accurately. Tracking repeat callers, the insight can be actioned to remove poor processes.
Estimated 30% reduction in Average Handle Time .
Estimated reduction of 50% reduction in repeat calls.
- Time saved by staff to perform other duties, as the software will automatically transcribe and score every call at mass scale. Freeing up team leaders to do more coaching.
Estimated - 50 hours a week of staff time Per 250 agents.
- Increase tenure of staff and reduced staff attrition, from objective trusted QA which empowers agents to self-coach. The gamification system engages employees and promotes internal competition.
- Regulatory fine avoidance, through the software identifying QA fails (such as ID&V, DPA, Statements not being read, Vulnerable Customer identification), providing information on staff who need to improve their compliance performance for additional training and highlighting breaches for immediate action before fines are applied by regulators.
Features
- Enterprise grade speech analytics, in 29 languages.
- Unique partitioned Speech engine per individual customer allowing the solution to learn about that business identifying its unique product names, acronyms and much more.
- Reason for call identification on all calls.
- Auto QA scoring of all calls.
- Customer Journey tracking, identifying poor customer journeys for the business to rectify.
- Custom reporting capability.
- Identifies the Customer Satisfaction Score (NPS) from all the interactions, without ever having to send surveys to callers.
- Scores severity of a metric, such as a compliance breach or customer vulnerability, to alert someone in the business to take action.
- Integrated natively with 8x8.
- Secure cloud hosted, globally with regional sovereignty option, private data center or cloud.
- For any size business, proven at sites 25 staff up to many thousands of staff.
Prerequisites
- 8x8 X2 license and above
Security & Compliance
Developer: Xdroid
Location: Avoira, Xdroid – Global, with offices in UK, Hungary, Belgium, Italy, South America and more.