#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,
About Consilium Software:
Founded in 2007 in Singapore, Consilium Software and our Uni™ digital customer engagement platform have helped over 2,000 companies in more than 120 countries connect their employees with customers.
Our choice of cloud-based and on-premise software powers 5 billion-plus interactions each year, simplifying the management of voice, video and digital channels. Our solutions go beyond omni-channel to merge the contact center and CRM, creating fluid experiences with artificial intelligence (AI), bots and Robotic Process Automation (RPA.)
About Xdroid:
Xdroid 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
Published: Tuesday, May 3, 2022
| 1.) |  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 PROGRAMMING
NOW PLAYING
Starting on the hour every hour today
Coming up this Week
 |  Nathalya Wani SabuExecutive Vice President PT. Bank Central Asia, Tbk |
 |  Bharat ParshotamHead Direct Delivery Absa |
 |  Nuryanto -Head of CSM Operation Bukalapak |
 | Emmanuel Omoike Team leader QPhoto Pty |
 | Sindhu Porwal Deputy Vice President ICICI lombard |
 | Aymen Ismail Head of Customer Engagement Solutions smart Europe GmbH |
 | Danny Singer Founder& Chief Product Officer Noetica |
 | Ben Oxford Head of Digital Crisis Support Services Lifeline WA |
 | Pooja Raiyani Vice President ICICI Lombard GIC Ltd |
 | Zulkifly - Internal Auditor BPDPKS-Directorate General of Treasury |
LOGIN WITH YOUR CONTACTCENTERWORLD.COM ACCOUNT
I am checking out all the amazing and daily updated content on ContactCenterWorld.com and networking with professionals worldwide
Send To Friends Post On My Wall