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

ContactCenterWorld.com

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

Twitter

Facebook

LinkedIn

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

LinkedIn

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

[HIDE]

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

MEMBER
Bill Quiseng
Chief Experience officer
112
MEMBER
Thamer Noori
Director of Industrial Security and Safety Dept.
72
MEMBER
Abdulaziz Aldahmash
Vice President Executive Of Quality and Customer Experience
0
MEMBER
Usaia Tukana
Frontline Trainer
10
MEMBER
Alanoud Alaswad
Passenger Experience Specialists
14

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
Company RSS Feed   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

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
  Company Blog   Company RSS Feed   Company Facebook   Company Twitter   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Motivation

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

Published: Tuesday, May 3, 2022

Printer Friendly Version Printer friendly version

2024 Buyers Guide SaaS Solutions

 
1.) 
CrankWheel

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.

Features:
- 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)
 

NEXTGEN-TV

NEXTGEN-TV PROGRAMMING

NOW PLAYING
Starting on the hour every hour today

How Leading Telecoms Company Manages Social Media in the Contact Center
WATCH

Coming up this Week

My Role As A CX Champion In My Company
Jun 15

About us - in 60 seconds!

Submit Event

Upcoming Events

The 19th EMEA Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 7788 
The 19th Asia Pacific Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 7843 
The 19th World Final Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 2768 

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Industry Champion Award Leaderboard

Most active award entrants in the past 48 hours! - Vote for Others / About Program
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed = True
session blnCompletedAwardInterestPopup = False
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =