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!
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!
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.
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
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.
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.
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.
Cross-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 ...
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.
360° 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 ;-)
Thanks 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.