About VoiceAnalytics

VoiceAnalytics builds upon a powerful language engine, leveraging deep neural networks (DNN) and machine learning algorithms to process highly accurate speech-to-text and keyword recognition that helps operators optimize performance. Our language engine detects potential crosstalk, interference, and contact center agents' linguistic patterns based on real contact center inputs.

Our processing engine comprises two models: a fully acoustic model that traces silent periods, speaker volume, speech rate, and emotion or speech styles, and a speech-to-text and keyword recognition model that provides highly accurate transcriptions. The solution's language engine captures and analyzes portions of a sentence with noticeably improved annotation and speaker separation accu...


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1 Reviews of VoiceAnalytics

Overall rating

5 / 5 stars

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September 2021

Jozsef from Erste Bank Hungary

Company Size: 1,001-5,000 employees

Industry: Banking

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

September 2021

the biggest innovation in contact center quality assurance in the last 10 years

xDroid’s solution automatically analyzes the speech-recordings of all (100%) of Inbound/Outbound calls, based on customized parameters or keywords, in order to spot quality or efficiency issues and/or identify best practices. Due to the efficiency of the automation, numerous new control/development use cases can be defined. Results can be immediately fed-back to bankers and/or their superior & embedded into their training for improved productivity, customer satisfaction, lower churn and extra sales. Feedback can be both absolute/relative to peers or own past performance.

Pros

Before the system is introduced QA was a sample based (1-3 %) manual call monitoring, channeled into incentives & training with retroactive controll (~1-2 weeks feedback cycle after actual call made) with high manuality, using numerous systems Now, with xDroid VA we have a 100% sampling: no missed issue or development potential Real-time, truly personalized feedback and the controll & feedback are in in one single system

Cons

the introduction took longer than planned due to the limitations of the current voice recording system, but the support team was helpful and supportive throughout

Response from Xdroid

Replied September 2021

Hi Jozsef, Thanks for sharing your positive experience, your review and satisfaction mean the world to us!