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News : Xdroid’s Real-Time Agent Assist delivers quick results at Capita

#contactcenterworld, @capitacareers, @Xdroid_com

[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, 

#contactcenterworld, @capitacareers, @Xdroid_com

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 a Speech & Text Analytics software provider. Ideal for all sizes of contact centers across industries, our solutions will help companies gain valuable insights from every single customer interaction that drive to actionable results. Our star products are VoiceAnalytics (post-call Speech Analytics) and AgentAssist (real-time Speech Analytics).We are a global company and work with over 35 customers across the world. Our solutions give contact centers the power to improve: • Quality Monitoring • Customer Experience • Compliance • Productivity • Revenue Generation • Agent Experience
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Published: Tuesday, May 3, 2022

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2024 Buyers Guide SaaS Solutions


CrankWheel Screen Sharing
CrankWheel is an easy and simple screen sharing solution, made for the needs of salespeople and customer service agents.

CrankWheel complements voice calls by adding visuals to ongoing calls. There is no need to get the customer off the phone, onto another platform.

Agents share their screens by directing clients to a link that can be sent via SMS, email or simply spelled out.

The client can enter on any device, mobile, desktop or tablet and enters the session instantly. There is no registration or download required by the client.

- Screen sharing
- Agents can hand control over to the client
- Warm lead capture widget that alerts the sales team instantly of an intere...
(read more)



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