Avoira Project Supporting Vulnerable Customers Wins International Award
A high-tech solution devised by Bury-headquartered Avoira to support vulnerable customers has secured international recognition, winning the Supporting Vulnerable Customers category at the European Contact Centre & Customer Service Awards 2025 (ECCCSA). The company worked in partnership with the London Borough of Barking & Dagenham (LBBD) to create a custom platform to help the council better identify and support its vulnerable residents.
This resulted in Avoira’s Customer Experience (CX) specialists delivering a bespoke deployment of the AI-powered Xdroid speech analytics technology.
The solution enables LBBD to capture, transcribe, score, and report on every one of the 300,000 calls handled by its customer service staff annually.
A core feature of the deployment is an automated identification tool that flags calls indicating a resident may be affected by financial, physical, or mental health vulnerabilities.
The project had originally been shortlisted in both the Best Innovation in Customer Service and Supporting Vulnerable Customers categories—achieving a win in the latter, marking a major achievement for both Avoira and LBBD.
The ECCCSAs are among Europe’s longest-established and most respected customer service awards programmes, recognising organisations that lead the way in delivering exceptional service.
Commenting on the success, LBBD’s Head of Customer Service, Sabina Onwuka said:
“To be recognised as a finalist for both Best Innovation in Customer Service and Best Approach to Supporting Vulnerable Customers reflects our commitment to delivering on our vision: One borough; one community; no one left behind. With the fabulous team at LBBD and the support of partners like Avoira, we are harnessing innovation to ensure that every resident receives the care, empathy, and service they deserve.”
Following the win, she added:
“For a local authority to win something internationally is a testament to the hard work of the people, actioning what the residents need and most importantly looking after the wellbeing of the teams around you. Without them we cannot deliver the vision. We are still buzzing from being finalists in two categories and then taking home the bronze in one of them, is incredible. If I could bring all my team, I would need four tables and a bit. This is dedicated to them and to the next generation we are establishing foundations for.”
The European award follows earlier national success at the UK government-sponsored Smarter Working Live Awards, where the project won the Customer Experience – Innovation as a Service trophy.
Avoira has previously achieved additional national and international recognition for pioneering deployments of Xdroid, including winning Best Improvement Project in EMEA at the Contact Center World Global Top Ranking Performers Awards, the National Insurance Awards’ Initiative of the Year, and Best SME Contact Centre Solution at the Comms National Awards.
Reflecting on Avoira’s latest achievement, Ian Taylor, the company’s Head of CX, said:
“Winning at an international industry awards scheme is testament to the strength of the partnership forged with Sabina and her team, the power of Xdroid, and Avoira’s CX expertise. It has been a privilege to work on a project that has delivered such impressive qualitative and quantitative benefits and enabled LBBD to better serve its residents.”