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News : Xdroid’s Real-Time Agent Assist Delivers Quick Results at Capita

#contactcenterworld, @capitacareers, @Xdroid_com

Mechelen, BELGIUM, May 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 technology monitors calls, analyses them, and gives the agents feedback in real-time. It identifies the best solution to the incoming query, enabling them to genuinely listen to the caller and offer them the aid they need to become more efficiently and effectively.

The solution is especially important for agents who are working remotely. The Assisted customer conversations technology provides direct in-call support to the agents and also allows their team leaders to follow calls live, support and guide agents via chat, and even identify when to intervene in calls if necessary.

The built-in intelligent analytics further provides valuable insights that Capita to continually improve the service and to meet the objectives and expectations of their client. Whether it’s reducing the churn, ensuring regulatory compliance, identifying vulnerability or supporting agent wellbeing the solution proves itself to be a vital tool for enabling the delivery of world class customer service.

Once the solution and technology was integrated, the team at Capita were eagerly waiting to see how effective it proves to be and what kind of results and analysis they would receive. The main objective was to see how successful the solution would be in monitoring calls in real time, providing in-call guidance when required and, immediately post-call automating quality assurance. Regulating and checking the compliance on KPIs to ultimately work towards reducing the Average Handling Time and improve the over all service.

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TL a Capita Agent: "It has supported me greatly. My AHT has improved, my quality also improved as did my NPS score"

RD a Capita Agent: "ACC has so much potential, and really will be an agents best friend while taking calls"

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, "We are proud of what we have accomplished so far with Capita and our UK partner Avoira and contribute through a true innovation in the way contact centers are managed."

This is only just the beginning for Xdroid and here’s looking forward to many such accomplishments and milestones for Xdroid in the future.

#contactcenterworld, @capitacareers, @Xdroid_com

Posted by Veronica Silva Cusi, news correspondent

About Capita:
Company LogoOutsourcing - delivering measurable benefits to our clients What we bring our customers: Inspired productive people Streamlined administration processes Effective ICT Innovation Improved customer services Supported by our extensive capabilities Comprehensive range of expertise and resources Extensive business centre network Flexible, efficient service agreements and delivery models - onshore, nearshore and offshore
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About Xdroid:
Company LogoXdroid is an independent, privately-owned software development company. This enables us to respond to changes quickly. Our Artificial Intelligence solution, based on deep expertise, reveals the truth about your customer interactions and will help you to communicate better. Analytics knowledge is the backbone of our development team.
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Today's Tip of the Day - Offer Voice As Well As Touch Tone (Part 2)

Read today's tip or listen to it on podcast.

Published: Thursday, May 5, 2022

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2022 Buyers Guide Payment Services


Branch Employer Payments Platform - Earned Wage Access
Give employees instant access to a portion of their earned wages before payday! Branch helps businesses modernize their payment methods to empower working Americans. Earned wage access—with no-fee banking and access to a digital wallet and free debit card—are just some of the tools in our fast, free, and flexible platform. With Branch, businesses streamline existing payroll processes, save money, and provide faster payments and free digital banking to their employees—no pre-funding or capital required.


CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)


Award-winning PCI compliance phone and multi-channel payment application.

PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.



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