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[Mechelen, MAY 4 th , 2022] Capita’s Assisted Customers Conversations (ACC) is a service that is powered by Xdroid’s dual system Speech Analytics for its operations. The Real-time analytics of the solution has yielded excellent results with regards to efficiency, compliance, and agent satisfaction.

As Capita states on their website, they use Assisted customer conversations to help their agents support customers through real-time voice analysis. The technology augments the conversations between the customer service agents and customers by turning this analysis into unique insights, prompting and recommending actions that enable call center teams to give personalized and helpful guidance to each and every one of their callers in real time.

The solution is especially important for agents who are working remotely. The combination of the integrated real-time and offline solution with in-call help as well as the possibility to study and analyse their calls post-call to identify the areas that can be improved have proven to be extremely helpful. The agents felt truly empowered. Capita also interviewed dozens of agents for their internal reviews of the technology. The agents felt truly more empowered and praised the self learning capabilities.

Caroline Thomas, who leads implementations of ACC within Capita, said:

"We have now implemented the ACC solution that is powered by Xdroid for a 4 digit number of agents, and we are absolutely thrilled about the feedback we get from our clients, Operational teams but most importantly from our agents."

"We are very happy how we worked together with Avoira and Xdroid as a joint team on the implementation. A true partnership." adds Alan Linter, Capita’s Innovation Director. "This has been a large accomplishment from all people involved, and I am happy we are rewarded with good results right from the start."

"We have only scratched the surface of what this technology can do for our clients", says Gerry de Graaf, Managing Director of Xdroid International, 

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Date Posted: Tuesday, May 3, 2022