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10 December 2020
We are pleased to announce we are to deploy a pioneering AI-powered real-time speech and text analytics software across all areas of our UK business.
Matt Byrne, our head of distribution, has described the capabilities of the cloud-hosted technology as “game-changing.”
The software then delivers on-screen prompts which steer advisors, live during the call, to engage in specific actions to take the call to the businesses desired outcome.
The speech analytics also analyse every call on completion and report the performance of individual agents, agent groups and departments. In addition it monitors adherence to compliance statements, identifying the reason for call, tracking first call resolution and both the customer and agent experience.
Avoira has already tested Xdroid’s capabilities live on Principal’s systems and the technology is now in learning mode in preparation for a live launch next spring.
“Intelligent, real-time analytics will empower staff to act in the most appropriate manner at the most appropriate time, yielding more productive and positive customer engagements.”
He added that as Xdroid captures all communications in real-time, Principal will be able to control its compliance and fraud protocols more swiftly and effectively.
Steve Watts, Avoira’s head of sales, commented: “Principal is a very tech savvy business. The company’s senior management team very quickly grasped how Xdroid could enhance the customer experience, promoting increased sales conversions, renewals, retentions and cross and upselling opportunities.
“They equally swiftly identified that full, real-time data capture will further strengthen compliance with FCA, PCI and other regulations.”
Founded in 2015, we are now a £7m. turnover business, serving nearly 50,000 policyholders and employing 85 staff across our Manchester and Dublin operations.Back to listing