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Frequently Asked Questions

1. About Xdroid Insights

What is Xdroid Insights?

Xdroid Insights is a zero-touch, lighter version of VoiceAnalytics, Xdroid’s enterprise-grade speech analytics platform designed for contact centers.

It automatically analyses 100% of recorded voice calls using AI to deliver insights across:

  • Operational performance
  • Customer experience
  • Compliance management
  • Revenue intelligence

 

It is pre-configured, cloud-based, voice-only, and post-call, delivering insights from Day 1 with no customization required.

Available in:

  • Entry
  • Extended

 

Enterprise-level customization is available through Xdroid VoiceAnalytics (Enterprise).

Xdroid Insights can serve as a gateway to Enterprise capabilities as your needs evolve.

Xdroid Insights (Entry & Extended)

  • Pre-configured SaaS
  • Voice-only
  • Post-call analysis
  • Minute-based pricing
  • No customization required

 

Xdroid VoiceAnalytics (Enterprise)

  • Fully customizable
  • Advanced integration flexibility
  • Tailored scorecards and workflows
  • Omnichannel analytics

Entry Tier Includes:

  • AI-powered transcription
  • Intent detection
  • Sentiment analysis
  • AI-generated summaries (Xdroid IQ)
  • Auto-categorization
  • Call visualization
  • Search & drill-down
  • Pre-configured dashboards
  • Productivity analysis
  • Agent ranking
  • Trendspotting
  • Data retention

 

Extended Tier Includes (everything in Entry plus):

  • Automated Quality Management (AQM)
  • Pre-configured scorecards (CX, Service quality and Sales performance)
  • Automatic scorecard filters
  • Quality dashboards & structured reports
  • First Contact Resolution (FCR) tracking
  • Resolution effectiveness indicators
  • Customer journey visibility

 

Enterprise (VoiceAnalytics) Includes:

  • Fully customizable scorecards
  • Advanced workflow configuration
  • Omnichannel analytics
  • Flexible hosting options
  • Small and mid-sized contact centers
  • Growing CX and QA teams
  • Organizations using supported CCaaS platforms
  • Businesses seeking fast, affordable AI-powered speech analytics

Yes. As of now, Xdroid Insights supports voice interactions only.

2. Deployment, Setup & Integrations

Which contact center platforms does Xdroid Insights integrate with?

Xdroid Insights offers ready-to-use integrations with:

  • Genesys
  • Amazon Connect
  • RingCentral
  • Oak
  • 8×8
  • Cloudtalk
  • Twilio
  • Xcally

 

Integration is completed via secure API connection. No custom development or configuration is required.

Available for both Entry and Extended tiers.

Deployment typically takes a few hours once API credentials are provided.

Since the solution is pre-configured, no manual setup is required.

No. Xdroid Insights is a fully cloud-based SaaS. No installation is required.

Minimal IT involvement is required. You only need to provide:

  • API access credentials
  • Recording access

Xdroid Insights performs post-call (offline) analysis. Insights are generated after each conversation ends.

No. Xdroid Insights is not a real-time solution.

Real-time capabilities are part of Xdroid’s Enterprise portfolio.

Manual upload functionality is not available yet but most likely planned for future release.

3. Pricing & Subscription

How does pricing work?

Pricing is minute-based and depends on:

  • Subscription tier (Entry or Extended)
  • Monthly call volume

 

For Enterprise pricing head to xdroid.com.

Entry Includes:

  • Transcription
  • AI Analysis powered by Xdroid IQ
  • Call visualization
  • Search & discovery
  • Productivity tracking
  • Agent ranking
  • Pre-configured dashboards

 

Extended Includes (everything in Entry plus):

  • Automated Quality Management
  • Preconfigured scorecards (CX, Service Quality and Sales performance)
  • FCR tracking
  • Structured quality reporting
  • Customer journey visibility

Yes. You can move between Entry and Extended tiers.

Enterprise requires a separate deployment.

Once all the minutes of the purchased package have been used up, the user will be notified and invited to purchase a new package to continue analyzing further calls.

No. Xdroid Insights offers transparent, volume-based pricing with no setup fees.

4. Speech Analytics & AI Technology

What is speech analytics and how does it work?

Speech analytics automatically analyses recorded voice calls using:

  • Speech to text (STT)
  • Xdroid IQ (proprietary LLM)

 

Available in Entry & Extended.

It extracts:

  • Intent
  • Sentiment
  • NPS prediction
  • Auto-categorization
  • AI summaries

STT converts spoken language into text for AI analysis.

Available in Entry & Extended.

Xdroid IQ is Xdroid’s proprietary Large Language Model powering:

  • Auto-summaries (Entry & Extended)
  • NPS prediction (Entry & Extended)
  • AI insights

Accuracy depends on:

  • Audio quality
  • Background noise
  • Recording format

 

Stereo recordings are recommended for perfect speaker separation.

No. Sentiment is derived from language analysis only.

Currently, Xdroid Insights can analyse calls in English, Spanish, French, Dutch, German, Italian.

5. Quality Management & Agent Performance

What is Automated Quality Management (AQM)?

Available in Extended Tier only.

AQM automatically evaluates 100% of calls using pre-configured AI scorecards.

No customization is required.

Manual QA reviews 1–5% of calls.

Extended Tier AQM evaluates 100% objectively and consistently.

Entry Tier Provides:

  • Agent action summaries
  • Productivity metrics
  • Sentiment trends
  • Ranking dashboards

 

Extended Tier Adds:

  • Structured quality scores
  • FCR tracking
  • Resolution effectiveness

Entry:

  • Sentiment
  • NPS prediction
  • Productivity metrics
  • Silence detection
  • Agent ranking

 

Extended Adds:

  • FCR
  • Quality scores
  • Compliance metrics
  • Sales quality tracking

Yes.

Available in Entry & Extended through:

  • AI summaries
  • Flagged calls
  • Performance dashboards

 

Extended provides deeper quality insights for structured coaching.

6. Customer Experience & Predictive Insights

What insights will I get for each call?

Entry:

  • Transcription
  • Acoustic analysis
  • Intent detection
  • Auto-categorization
  • Sentiment analysis
  • NPS prediction
  • AI-generated summary

 

Extended Adds:

  • AQM scoring
  • Resolution effectiveness
  • Customer journey tracking

Available in Entry & Extended.

AI estimates customer satisfaction directly from conversation content, covering 100% of calls. The NPS score estimate is based on a classification that correlates call sentiment, agent behavior, and customer effort.

Yes. Early dissatisfaction signals allow proactive intervention before churn occurs.

Entry:

  • Sentiment trends
  • NPS prediction
  • Resolution status

 

Extended Adds:

  • FCR
  • Quality scoring

Most organizations begin identifying actionable insights within the first few days of integration.

7. Operations & Performance Improvement

How does call categorisation help operations?

Available in Entry & Extended, Xdroid Insights’ AI capabilities automatically labels calls by topic, helping identify operational trends and recurring issues.

You can identify inefficiencies and repetitive patterns, teams can streamline workflows. This functionality is available in both Entry and Extended tiers.

Available in Extended Tier only, FCR/resolution tracking and repeat-call detection identify root causes of repeat contacts.

8. Security, Privacy & Compliance

Is Xdroid Insights GDPR compliant?

Yes. Xdroid Insights complies with GDPR data protection requirements.

Yes. Data is encrypted in transit and at rest within secure cloud infrastructure.

Sensitive information can be automatically redacted from transcripts.

This is available in both Entry & Extended tiers.

Data is securely stored within compliant cloud infrastructure environments.

Enterprise deployments may offer additional hosting flexibility.