Xdroid, the AI-powered speech analytics solution exclusively distributed in the UK by Avoira, has won the 2020 European Technology Innovation Leadership Award.
The solution was honoured in the Best Practice awards hosted by the global corporate analysis and strategy consultants, Frost & Sullivan.
Each year, Frost & Sullivan presents this award to the company that develops a product with innovative features and functionality that is gaining rapid acceptance in the market. The award recognises the quality of the solution and the customer value enhancements it enables.
In announcing the prestigious award Frost & Sullivan’s vice-president, Arnaud Bossy commended Xdroid’s use of a DNN web application and content management platform to deliver extensive real-time capabilities.
“Instead of simply transcribing to text, Xdroid built its language engine on a DNN base that is the latest generation of machine learning algorithms that efficiently use processing power and performance to present real-time results and suggestions to agents.”
He further explained: “Xdroid offers the technology as an online real-time Agent Assist and an offline Voice Analytics. The real-time Agent Assist advises agents in the conversation with pop-up suggestions and alerts, and automated lookup functions to offer quick access to relevant information.
It also guides agents to an ideal speech rate and volume and can perform an automated wrap-up to reduce the average handling time significantly. The offline Voice Analytics optimises hardware usage and provides complex analytics after the event.”
Frost & Sullivan Best Practices’ research analyst Nick Baugh also praised Xdroid’s scalability and agility which enables bespoke deployments which deliver deep analytics at both individual and organisational levels.
“Overall, Xdroid draws on its significant industry expertise and next-generation technologies to deliver valuable insights and uniquely address customer needs,” he summarised.
The cloud-hosted technology, which not only captures keywords but will detect and report a range of emotions, was launched into UK markets by Avoira in 2018.
Since then the Bury-headquartered technology solutions specialist has deployed Xdroid in contact centres across a range of industries. These include the financial services, telecommunications and utilities sectors.
Commenting on the Frost & Sullivan award, Steve Watts, Avoira’s CX practice director, said. “Securing such an influential, international accolade will further cement Xdroid’s reputation as the most powerful, responsive and sophisticated speech analytics solution on the market.”