Avoira, the VAR previously known as Pennine Telecom, is setting up a dedicated reseller network for Xdroid’s AI-powered real-time interaction analytics solution after securing a three-year extension to its exclusive UK supply and implementation agreement with the Budapest- headquartered software developer.
The two companies started working together in 2018 when Avoira launched Xdroid in the UK. Since then the Bury- headquartered VAR has designed, implemented and hosted bespoke Xdroid solutions for a variety of organisations including UK government bodies, telecommunications companies, debt collection agencies and insurance businesses.
Last year, it entered a partnership with Capita which has put Xdroid at the heart of its consulting, transformation and digital services business in a solution called Assisted Customer Services
Xdroid can capture, analyse and transcribe every customer communication through telephone, email, chat or social media platforms; detect a range of emotions, such as displeasure, uncertainty, disappointment or happiness; deliver on- screen prompts to steer advisors towards specific actions to optimise call outcomes; and provide comprehensive reporting.
Ian Taylor, Head of CX at Avoira, said: “Having achieved fantastic commercial success with the product, and so extended our exclusivity agreement, we’re now ready to give comms and IT resellers access to the lucrative, yet under-exploited market of speech analytics & agent prompting.
Xdroid will be a game-changer for the many call centres that still rely on costly, time-hungry and manual call analysis and will provide resellers with a much-sharpened competitive edge, whilst also offering generous margins and a forward revenue stream.”
https://avoira.com/solutions/speech_analytics/
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