Pennine's link up with European AI voice analytics software developer Xdroid enables the Bury-based comms provider to offer an automated speech and emotion analytics solution via cloud or on-premise deployment models.
Pennine Sales Director Steve Watts said: "The solution automatically processes customer interactions and detects differing emotional responses - such as displeasure, happiness and uncertainty - speech patterns, hold music and void periods. This data can then inform process enhancements to increase productivity, customer satisfaction and retention."
Xdroid MD Gerry de Graaf added: "Pennine is an important addition to our European partner network. This partnership will provide Pennine with a stronger proposition for the contact centre market and enhance its clients' customer communications capabilities."
According to Watts Xdroid deployments in the finance, insurance and utility sectors have delivered a return on investment within 12-24 months.
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