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Read the article on En-Contact MAg: http://www.en-contact.com/customer-square-lance-cross-crm-loutil-de-supervision-et-de-quality-monitoring-ultime-de- multi-site-multi-provider-omnichannel-customer-relationship/

Showroomprivé.com has chosen CROSS-CRM to manage the quality of its interactions...

Like many other companies, the RATP has its customer service, located in Paris in the 12th arrondissement. A hundred agents are working there to respond to disputes over reports, requests for information on routes, etc.

Company Quality Services dreamed of it, CROSS-CRM did it. What is Augmented Quality Monitoring?
It's very simple: When we wish in all or part of the items of our evaluation grid, to check the presence or absence of key words or expressions in the conversation evaluated, the evaluations or a substantial part of these are generated entirely automatically. These functions entirely exempt the evaluator from having to listen to / read the interaction or the part of the interaction concerned, the evaluation is completed or made entirely by the system.