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    Unified Quality monitoring to ensure the management of service providers

    "To date, the platform has generated 20% time savings, knowing that this should increase further. Supervisors' time, thus freed up, is now reserved for workshops, processing requests, working on quality , service attitude, etc. Working with several service providers, CROSS-CRM also allows us to have a more homogeneous and reliable view of KPIs by service provider and by advisor, to better measure ROI!"

    Testimony of Cyril Fontaine - Director of Customer Relations


    The CONTEXT: Customer service for 20 countries - 1,8 million customers - 200+ advisors spread over 5 outsourced centers
    About 4000 calls / day - About 3000 digital conversations (email + chat) / day - Heterogeneous contact center solutions

  • Operating context

    3 service providers and 5 sites for handling calls, emails and social networks
  • CRM solutions used

    Avaya, Dimelo, Vocalcom, Ip-Vox, and Digicontact engagement solutions
  • Cross-CRM modules used

  • 1

Leaders in their industry choose us

Leaders in their industry choose us