Speech Analytics

Transcribe and analyze millions of calls and digital interactions
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quota management

DEEP SPEECH ANALYTICS

Thanks to Voice to text or Speech To text technologies, and to text analysis artificial intelligence functions (text analytics), you can automatically probe your Voice or Digital conversations to detect the content, the topics covered, then carry out Categorization, Sentiment Analysis, Service Attitudes of your agents, and manage real-time alerts!

VOICE ANALYTICS
& CORRECTIVE ACTIONS

quota management

All the Analytical power of the modules CROSS-CRM Dataviz coupled with the best voice recognition and verbatim analysis engines, and in addition... automated processes and corrective actions thanks to our Admin Tools!

 quota management

SEE A DEMONSTRATION


  • Connectors for Categorization

    Cross-Mining, coupled with the best Text & Speech Analytics tools of the moment, (Connectors to AZURE, Google, AWS, Allo-Media, Bertin IT) will enrich your reporting with new insights on the content of your conversations.
    The data collected allows the segmentation of your corrective actions according to new categories of interactions detected via the verbatim analysis.

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  • Cost management

    Text & Speech Analytics tools can audit more customer contacts, but they're expensive! Cross-Mining and its intelligent quota module allows you to optimize the costs related to speech analytics consumption

    		Cost management

  • Interception and sampling

    Thanks to our powerful sampler, you integrate your data from all sources, and then easily determine the populations of calls, emails, chats, and other interactions to audit.

    		Sampler

  • Trend/sentiment analysis

    Thanks to recent developments in linguistic and semantic analysis, Cross-Mining detects negative or positive feelings within conversations to allow personalized treatment of Customer cases.

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  • Attitudes of Service

    Train your agents better thanks to the detection of language tics, speech interruptions, repetitions, forbidden words or flow problems. Cross-Mining can also check the presence of certain phrases or formulations and alert your management teams when it detects variations in tone or aggressiveness.

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REAL TIME ASSESMENT


NPS collectionCross-Mining is connected to your customer engagement tools (call centers, chat and email tools)?
You will then be able to set up "monitors" who scan the conversations in progress in real time and send alerts to your teams, and then analyze the valuable content of your Customer interactions, by sorting and filtering this data by center, by agent, by campaign , by period, etc ...

ALL TYPES OF INTERACTIONS


NPS collection Easily scan conversations on all your channels of interaction with your Customers: Telephone, Emails, Chat.

Cross-Mining also allows thanks to CROSS-CRM built-in connectors, to collect data from review sites or download sites for your applications, or even on social networks.

With our powerful sampler, you integrate your data from all sources, and then easily determine the populations to be audited.

SEE A DEMONSTRATION


BEAUTIFUL INSIGHTS

Transcription and Semantics360° view of customer satisfaction, correlated with your Customer Services data in its entirety: production, trade, quality AND feedbacks inform you about the true color of your customer service.
You will receive all this valuable information every morning on your smartphone, or can explore this invaluable data, until the end of the night, on your PC or tablet, up to the ;-)

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ALERTS & WORKFLOWS

Transcription and SemanticsThanks to the integration of the Listener Survey and our process automation tools, it becomes easy to automatically trigger alerts, corrective actions or computer processes to remedy the dissatisfaction detected.
Sentiment Analysis      Conflict detection      Attitude of service 
Transcription      Email / SMS alerts      Imports and Exports       ETL Standalone 

COMPLEMENTARY MODULES

  • Listener QM
  • CRM Dataviz
  • AdminTools
  • Listener Survey
Cross-Mining integrates with Listener QM to allow you to evaluate in detail with your agents the Interactions related to your Speech Analytics, and no longer reproduce what makes you lose points!

Learn more about Listener QM
Cross-Mining integrates with CRM Dataviz to allow the in-depth analysis of your Surveys and the analysis of the Verbatim of your customers.

Learn more about CRM Dataviz
Cross-Mining integrates with our Admin-Tools to alert your various users, coaches or agents, or trigger IT processes related to your surveys.

Learn more about Admin Tools
Cross-Mining integrates with Listener Survey to allow you to analyze the Voice of the Customer via a complete set of sources of feedback and verbatim, including the surveys carried out.

Learn more about Listener Survey
  • Listener QM
  • CRM Dataviz
  • AdminTools
  • Listener Survey
Listener QM, our Quality Monitoring platform, allows you to evaluate all your interactions and manage all corrective actions...

Cross-Mining integrates with Listener QM to allow you to evaluate in detail with your agents the Interactions related to your Speech Analytics, and no longer reproduce what makes you lose points!

Learn more about Listener QM
CRM Dataviz, our 360° CRM data visualization platform. provides an unprecedented experience for Customer Relationship improvers through a simple and complete visualization of all their CRM data.

Cross-Mining integrates with CRM Dataviz to allow the in-depth analysis of your Surveys and the analysis of the Verbatim of your customers.

Learn more about CRM Dataviz
The Admin-Tools, our process and workflow automation tools, automate CRM IT actions and related alerts.

Cross-Mining integrates with our Admin-Tools to alert your various users, coaches or agents, or trigger IT processes related to your surveys.

Learn more about Admin Tools
Listener Survey is our platform for collecting Customer satisfaction on all channels.

Cross-Mining integrates with Listener Survey to allow you to analyze the Voice of the Customer via a complete set of sources of feedback and verbatim, including the surveys carried out.

Learn more about Listener Survey