Technology solution specialist Avoira has been named winner of the prestigious 2021 UK National Innovation Awards Remote Employee Productive Performance category.
The Bury-headquartered company received the prestigious award with its partner Noetica, a leading contact centre software house.
The two companies had entered a joint submission focusing on an integrated speech analytics, contact centre and telephony proposition.
This is enabling contact centres to improve quality and customer engagement, as well as strengthening compliance and raising interaction standards through understanding of agent and customer behaviours.
Working collaboratively, Avoira and Noetica developed a direct proprietary interface which marries Xdroid’s machine learning and artificial intelligence (AI) powered voice analytics with Noetica’s sophisticated contact centre software platform.
The solution delivers continuous real-time monitoring of all inbound and outbound calls. During calls, agents, administrators and team leaders are automatically presented with information, advice and actions on-screen.
These are based on triggers which are pre-defined by the contact centre and include language spoken, words and phrases detected, as well as analysis of emotion and sentiment.
Appropriately enough, the award was announced at a virtual gala ceremony hosted by the awards’ organisers, the Directors Club United Kingdom.
Commenting on the awards win, Avoira’s CX Practice Director, Steve Watts said:
“Winning this award could not be more timely. Having adapted for Covid, many businesses are now looking to consolidate and enhance the performance of their remote working models.
“This National Innovation Award is a high-profile, peer-reviewed demonstration of our, and Noetica’s, expertise in securing precisely the performance and productivity gains they seek.”
Danny Singer, Chief Executive of London-based Noetica added:
“Maintaining a high quality of customer interactions has always been a challenge, which has recently been exacerbated by the rapid transition to remote contact centre working. ”
“Winning this prestigious award reaffirms the value that the close collaboration between Noetica, Avoira and Xdroid brings to organisations which strive to excellence in managing each and every one of their customer experiences.”
Launched in 2016, the awards are unique in that entries are judged by the entrants’ peers. This saw some 329 senior business leaders with direct experience and expertise of remote working judging Avoira and Noetica’s entry.
This year the awards attracted a record 44 submissions, each centred on the 2021 theme of innovations that improve Work from Home (WFH) capability, productivity and experience.
Jon Snow, Chairman of Directors Club United Kingdom and Convenor of Judges for the 2021 Awards, commented:
“Working from home or anywhere is the operational legacy of the COVID-19 pandemic. These 2021 awards set out to highlight the technology developers who are making the distributed workforce not only possible but high performing.
“The UK National Innovation Awards is a global, open competition that consistently attracts some of the brightest stars of the tech scene. We thank all the entrants and congratulate all the finalists.
“One reason the UK National Innovation Awards are respected so widely, is the way they are judged. All our judges are senior business leaders from the organisations that would benefit from the technology innovations being judged. All categories are judged on the quality of the business outcomes that the innovations deliver.
“Each category was a very close run race and all our finalists displayed world-class ingenuity and problem-solving ability. We thank them for their support and participation.”
About Noetica
Established in February 1997, Noetica is a British, London based software company specialising in the development and delivery of customer contact systems. For over 23 years Noetica has perfected a highly original set of contact centre productivity tools (Synthesys™), advanced outbound technology (SmartBound™) and a comprehensive telephony platform (NVP™). Noetica provides cost effective, high end contact centre productivity software. The company’s product range, as refined over the many years of its history, has consistently remained at the forefront of innovation in the contact centre technology space. By combining the rich functionality of our comprehensive product offering Noetica is able to provide tailored solutions to suit any contact centre across industries.
Visit http://www.noetica.com/
About Avoira
Avoira’s expertise across a broad range of specialisms – including two-way radio, mobile telephony and networking – has helped revolutionise service delivery, compliance and monitoring in a range of challenging environments.
We serve the business communication needs of our ever-growing and prestigious client base from our Bury headquarters and offices in Bristol, London and Warrington. These are home to specialist operations offering go-to expertise in mobile telephony, wide area, local area and business wi-fi networks, business mobiles and unified communications.
These complementary specialisms are united under the Avoira umbrella, enabling us to address complex challenges through the design, implementation and support of highly fluent technological solutions.
Visit https://www.avoira.com/