#contactcenterworld, @Noetica_, @AvoiraLimited

Technology solution provider Avoira has been named winner of the 2021 UK National Innovation Awards Remote Employee Productive & Performance category. The Bury-headquartered company received the award with its partner Noetica, a contact centre software house.

The two companies had entered a joint submission focusing on an integrated speech analytics, contact centre and telephony proposition. This is enabling contact centres to improve quality and customer engagement, as well as strengthening compliance and raising interaction standards through understanding of agent and customer behaviours.

Working collaboratively, Avoira and Noetica developed a direct proprietary interface which marries Xdroid’s machine learning and artificial intelligence (AI) powered voice analytics with Noetica’s contact centre software platform. The solution delivers continuous real-time monitoring of all inbound and outbound calls. During calls, agents, administrators and team leaders are automatically presented with information, advice and actions on-screen. These are based on triggers which are pre-defined by the contact centre and include language spoken, words and phrases detected, as well as analysis of emotion and sentiment.

The award was announced at a virtual gala ceremony hosted by the awards’ organisers, the Directors Club United Kingdom.

Commenting on the awards win, Avoira’s CX Practice Director, Steve Watts said: "Winning this award could not be more timely. Having adapted for Covid, many businesses are now looking to consolidate and enhance the performance of their remote working models. He adds: "This National Innovation Award is a high-profile, peer-reviewed demonstration of our, and Noetica’s, expertise in securing precisely the performance and productivity gains they seek."

Danny Singer, Chief Executive of London-based Noetica added: "Maintaining a high quality of customer interactions has always been a challenge, which has recently been exacerbated by the rapid transition to remote contact centre working. Winning this prestigious award reaffirms the value that the close collaboration between Noetica, Avoira and Xdroid brings to organisations which strive to excellence in managing each and every one of their customer experiences."

Jon Snow, Chairman of Directors Club United Kingdom and Convenor of Judges for the 2021 Awards, commented: "Working from home or anywhere is the operational legacy of the COVID-19 pandemic. These 2021 awards set out to highlight the technology developers who are making the distributed workforce not only possible but high performing.

"The UK National Innovation Awards is a global, open competition that consistently attracts some of the brightest stars of the tech scene. We thank all the entrants and congratulate all the finalists. One reason the UK National Innovation Awards are respected so widely, is the way they are judged. All our judges are senior business leaders from the organisations that would benefit from the technology innovations being judged. All categories are judged on the quality of the business outcomes that the innovations deliver.

"Each category was a very close run race and all our finalists displayed world-class ingenuity and problem-solving ability. We thank them for their support and participation."

#contactcenterworld, @Noetica_, @AvoiraLimited