Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

Mohammed Albadrani
Security System Coordinator
Heriadhi Waskitho
Quality Auditor
Aris Paolo Roberto
Business Development Manager
Bryan Anggraita
Head of Customer Operations and Branch Mgt
Nicholas Yuen
Senior Telebet Manager (ShaTin)

Xdroid - Blog

AI-powered voice analytics will power call centres

AI has been identified by Deloitte analysts as the technology that is critical to ‘elevate the human experience’ and power successful next-generation customer service. Gerry de Graaf, Managing Director of award-winning AI voice analytics provider Xdroid, discusses how this advanced tech can help contact centres deliver a consistently high level of customer experience (CX) and ease internal contact centre pain points in a post-COVID world.

Business continuity dominated the contact centre agenda throughout 2020 as contact centre agents shifted to remote working en masse to keep customer-facing services operational. This has accelerated many digital transformation plans for businesses, bringing advanced technology deployments to the top of priority lists. Enter 2021 and despite the COVID disruption, customer expectations have returned to their usual high levels. Organisations need to turn to technologies such as AI and advanced analytics to maintain strong CX in 2021 and beyond and keep customers happy.

Rising customer expectations mean the spotlight is on contact centres

The digital era has placed more information and engagement channels at the fingertips of consumers than ever before, with many organisations offering self-service options as standard. Customers expect interactions with contact centre agents to be the ‘next step up’, providing a greater level of service and more detailed information in the shortest possible time.

PwC analysis of customer service expectations shows consumers are more likely to be loyal to companies that consistently provide a great experience – and are more willing to recommend these companies and pay a premium for the privilege of high-quality service.

This has placed a burden on contact centres to serve customers both faster and more accurately.

The knock-on effect is a total rethink of how contact centres are managed. Many organisations now consider contact centres as a unique opportunity to establish and build direct relationships with consumers, demonstrating the value of their brand through a first-class service.

Contact centres are becoming the focus on greater investment and an ideal place to explore digitisation of previously ‘traditional’ processes and solutions, with a view to cementing customer loyalty and satisfaction.

The CX balancing act – compliance, regulations and brand reputation

Today’s contact centre challenges are not just how to deliver the consistently high level of service customers expect as standard, but ensuring that they meet the requirements of regulations before they seriously impact CX, quality management and brand reputation. And of course, the complexity of tackling these challenges scales in line with the size of business and contact centre – think any organisation that handles a very high volume of calls – insurers, banks and utilities.

Regulatory requirements such as GDPR, specific national legislation and an increasing focus in European Courts on data and privacy-related issues are intensifying the focus on contact centre compliance. Compliance becomes even more critical in sensitive industries such as financial services, which must comply with dedicated regulations such as MiFID II.

Simply hiring large numbers of new contact centre agents is not a viable long-term solution to these challenges. Seasonal demand, training and costs – all intensified by business disruptions caused by the pandemic – mean contact centres must embrace new technology for a rapid, cost-effective solution. Advanced technologies such as AI, deployed in the cloud, are leading the charge.

AI is now within reach for contact centres

AI has previously been viewed as highly technical, challenging or too costly to deploy. But a new generation of cloud-based deployments of AI solutions specifically tailored to customer service requirements and supporting multiple languages are now available – providing a rapidly available, fit-for-purpose contact centre AI solution.

Language engines can now leverage deep neural networks and machine learning algorithms that can accurately process speech to text and recognize specific keywords. When trained exclusively on real contact centre inputs, these tailored solutions become far more efficient at processing than generic AI solutions. The same technology can transcribe customer-agent interactions and analyse more subtle acoustic information – ‘understanding’ silent periods during conversation, speech rate and specific emotions. This allows agents to receive real-time analysis and suggestions to help steer the conversation towards a satisfying outcome.

In the UK, customers such as insurance brokers are already using this technology to support customer-facing operations, analysing and transcribing all customer communications to detect emotions and help agents respond accordingly. The stage is set for a dramatic growth in the use of AI for customer service applications.

Technology holds the key to understanding customer and agent sentiment

Looking beyond the satisfied customer, this blend of AI and voice analytics can deliver benefits to both agents and management, boosting contact centre productivity and individual agent performance alike through automated quality management.

For example, if AI analysis identifies anger in a customer’s speech pattern and any references to leaving their contract, these calls can be routed to a dedicated customer retention team with specialist skillsets. Agents can also benefit from AI’s real-time assistance within the software, with remote supervision and coaching built in to help supervisors deal with specifically challenging interactions or identify upsell opportunities.

Business leaders gain detailed insights into their contact centre operations and agent conversations, highlighting room for improvement at the contact centre and individual agent levels. This means that management can set specific KPIs and gauge success based on processing agent conversations to measure factors such as language use and emotional resonance. AI voice analytics solutions can also be used for more targeted applications, scanning recorded conversations for specific phrases relating to regulatory compliance, such as ensuring personal details covered by GDPR are kept private.

AI-powered voice analytics is here to stay – and facial analytics will follow

The shift towards remote operations is set to continue in 2021 and beyond, and this has cemented the role of contact centre agents as a critical touchpoint for customers. Accelerated digital transformation efforts are providing the perfect framework to deploy contact centre-specific AI technology, providing contact centre operators with new ways of managing employees and gauging productivity – and agents themselves with the tools needed to better serve customers and ensure consistently positive outcomes from customer engagements.

What does the future hold? We are already seeing AI-powered facial analytics developments, and greater applications of this advanced technology across relevant customer channels to benefit customers and agents alike is already in progress by contact centre solution providers, but organisations should first look to future-proof contact centre performance and management with AI and voice analytics.

Publish Date: March 23, 2021 5:15 AM




About us - in 60 seconds!

Submit Event

Upcoming Events

The 19th Asia Pacific Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
The 19th World Final Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =