Artificial intelligence deal will help UK contact centres

Steve Watts, left, and Gerry de Graaf sign the deal

Bury-headquartered radio specialist Pennine has secured a partnership agreement with European artificial intelligence (AI) voice analytics software developer, Xdroid.

It will ultimately help to increase productivity, customer satisfaction and retention.

The new deal gives UK contact centres access to a powerful AI-driven automated speech and emotion analytics solution through the communications, data and networking specialist.

The solution automatically processes customer interactions and detects differing emotional responses, speech patterns, hold music and void periods.

This data can then inform process enhancements to boost productivity and customer services

The technology is already in use within the finance, insurance and utility sectors where clients have reported performance enhancements delivering a return on investment within 12-24 months.

Pennine’s sales director Steve Watts said: “The Xdroid analytics solution is a game-changer, an immensely powerful and cost-effective performance management tool.

“Available as a cloud or on-premise solution it gives both enterprise and SMB’s the ability to harness the power of artificial intelligence to refine and enhance their contact centre operations.”

Xdroid’s chief executive, Gerry de Graaf, welcomed the deal with Pennine, saying: “Pennine is an important addition to our European partner network.

“The company has both an impressive skill-set and reach, serving a contact centre client base which spans SMEs through to international blue chips.

“This partnership will provide Pennine with a much stronger proposition for the contact centre market as a whole and enhance its existing clients’ customer communications capabilities.”

The Xdroid solution employs content-independent algorithms to detect emotions such as displeasure, happiness and uncertainty.

These are visualised on the solutions dashboard to enable managers to more quickly and easily assess single call, operator and call centre performance.

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