VoiceAnalytics Software

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 accuracy. It...
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VoiceAnalytics User Reviews

OVERALL RATING

SECONDARY RATINGS

Ease-of-use

4.5

Value for money

5

Customer support

5

Functionality

4.5

Showing 5 reviews

Ian

Company size: 51-200 employees

Industry: Telecommunications

Time used: More than 2 years

Review Source: Capterra

5

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
5

Functionality

out of 5

June 2022

Excellent Real Life success with Live-in-Call Agent Prompting & Speech Analytics

Excellent, high stage of software maturity, for both the post call speech analytics and the live in call agent prompting.

Pros

Great UK support. Excellent at Auto QA all calls retrospectively. Live in Call Agent prompting, and providing an Auto Wrap is pretty special. Works in the real world business and contact centre environment. Highly tailorable speech recognition engine, being able to add non dictionary words (product names) is highly useful in getting accuracy for each business. Agents have their own login screen to track their progress from the Automated QA scoring with lots of details When programmed with the requirements, its good at identifying vulnerable customers - live and post call.

Cons

Sometimes requires a bit of configuration, but the delivery partners sort this without fuss

Reasons for choosing VoiceAnalytics

Easier to use, trainable speech recognition engine, live agent prompting works well. Sensible prof services to setup. Proven in UK contact centre environment.

Response from Xdroid

Thank you for your positive review Ian. We are happy to hear you are satisfied with both, our off-line and real-time, solutions.

Replied June 2022

Jozsef

Company size: 1,001-5,000 employees

Industry: Banking

Time used: Less than 2 years

Review Source: Capterra

5

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
5

Functionality

out of 5

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

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

Replied September 2021

Sinead

Company size: 11-50 employees

Industry: Insurance

Time used: Less than 12 months

Review Source: Capterra

4

Ease-of-use

out of 5
4

Customer support

out of 5
4

Functionality

out of 5

June 2022

agent review

Pros

easy to use and helpful to keep track of where you are up to.

Cons

its finds some words harder to learn.

Response from Xdroid

Thank you for your review, we are happy you find our solution helpful.

Replied June 2022

david

Company size: 51-200 employees

Industry: Insurance

Time used: Less than 12 months

Review Source: Capterra

3

Ease-of-use

out of 5
4

Functionality

out of 5

June 2022

Xdroid review

Overall very good - looking forward to some more trainign that they are providing

Pros

The ability to quickly access the data and for the staff to access their performance live

Cons

The ability to go to low level specifics about how a call is scored - this was ore difficult that I imagined

Response from Xdroid

Thank you for your review David! We would be more than happy to provide more training.

Replied June 2022

Sharron

Company size: 51-200 employees

Industry: Financial Services

Time used: Less than 2 years

Review Source: Capterra

5

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
5

Functionality

out of 5

June 2022

In time, will provide great insight.

From being very sceptical initially, I am beginning to see the benefit VoiceAnalytics can provide.

Pros

The user interface is great for the agents to see their performance. The agent and customer emotions are really helpful.

Cons

Very difficult and time consuming to programme to achieve desired results, particularly in this industry if you have no skill set in this area. Once we have honed all the areas and made the correct adjustments, we will start to make real progress.