Listen to this articleBelow is our recent interview with Gerry de Graaf, Managing Director at Xdroid:
Q: Could you provide our readers with a brief introduction to your company?
A: At Xdroid, we ensure that our clients and their customers, regardless of the industry or sector they are in, get the maximum out of their interactions. From a technical point of view, we are a voice analytics company using our proprietary acoustic engines and ‘Speech to Text’ technology combined with third-party best-of-breed language engines to serve a competitive global market. Our solution processes every customer interaction and provides our clients with objective, consistent, and valuable information and insights.
Our next goal is to further enhance the solution by expanding the horizons of our analysis with an Omnichannel Capability.
Q: Any highlights on your recent announcement?
A: The announcement highlights our latest achievement: the successful and effective implementation of our real-time solution for multiple customers of our BPO client, Capita. This implementation has proven that real-time agent assist is indeed a game-change.
For the agents, the in-call assistance feature has been of immense help. It helps them follow the protocols and adhere to the KPIs. As a result, the agents have been able to improve their performance. There has also been a significant decline in the average handling time with features like Automated Wrap Up, enabling agents to stay on track. The solution has exceeded expectations and delivered both qualitative and quantitative results ahead of time.
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Q: Can you give us more insights into your offering?
A: In principle, our biggest offering for our clients is that we enable them to distinguish themselves in the competitive market by giving a boost to their customer satisfaction abilities. Xdroid offers an integrated offline and real-time analytics solution. The solution essentially programs both the Real-time and offline KPIs into one singular platform using a powerful scripting language. Our exclusive and efficient language engine sets us apart from our competitors. It effectively maintains a high level of accuracy and makes us a cost-effective, state-of-art choice for our clients to empower their agents.
Q: What can we expect from your company in next 6 months? What are your plans?
A: The next six months are monumental for Xdroid. We will start by implementing the solution and go live with some of our biggest clients. This would mean significant growth for our real-time solution. We wish to expand to the US market.
We also have some technological developments in the pipeline with the introduction of Omnichannel Analytics and even a model to improve customer interactions’ analysis and customer behavior predictions for an enhanced customer experience.
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Q: What is the best thing about your company that people might not know about?
A: While we take great pride in our technology, our strength also lies in our collaborative spirit. Many of our significant achievements grew from our association with our clients, who were motivated and highly driven to get the maximum out of the voice analytics solution. For example, our real-time application can be credited to our work with Capita and our partnership in the UK with Avoira. Similarly, our latest interface has been developed together in collaboration with Deloitte, our partner in India (and lucky for us, there are many such instances that we can quote).
