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Business communications specialist Avoira is to showcase its unique AI-powered real-time voice analytics contact centre solution at Manchester’s Digital Transformation EXPO.

Xdroid is a powerful Voice analytical tool which delivers real- time insights spanning both voice and text communications.

Offering major sales, service and compliance gains, this exclusive technology is fast gaining traction in the UK call centre market. Leading players in the utility, financial services, internet service provider, telecommunications and outsourced service provision sectors are already working with Avoira on implementing bespoke Xdroid-centred solutions.

Xdroid Agent Assist picks up not only key words to inform sales, service and compliance responses, but the customer’s emotions. This includes tracking feelings such as “happy” or “disappointed” and overall sentiment to inform and enhance handling of a call.

For example, if sentiment changes from negative or neutral to positive, the call handler may be prompted to upsell.

“There’s an undeniable buzz surrounding our contact centre solution because it’s a genuine game-changer,” comments Avoira’s group sales director, Steve Watts. “It effectively eliminates wrap-up time, it does not simply detect but prevents compliance breaches and increases client retention on average by 30 percent and sales by 14 percent.

“A typical return on investment is circa 200 percent with cost and reputational benefits delivered through reductions in legal and regulatory actions.”

The contact centre solution will be demonstrated at DTX Manchester alongside technologies associated with Microsoft’s MS Team’s collaboration tool.

Avoira, a Microsoft Gold partner, offers a range of MS Teams solutions embracing complementary unified communications platforms, devices and videoconferencing kit.

Likely to be of particular interest to show visitors is Direct Routing powered by Call2Teams which enables MS Teams to be harnessed to any PBX or SIP trunk telephony system. This means calls can be made anywhere and, on any device, their integrity protected through integrated enterprise grade encryption and security.

“Call2Teams unleashes the collaborative power of MS Teams by enabling call routing through highly cost-effective integration with a broad spectrum of telephony platforms,” comments Steve Watts. “It can greatly enhance contact centre productivity.”

Register Here for free and come and see us at Manchester Central on 25th – 26th March 2020.