Omnichannel Analysis of Customer Interactions

Home FAQ Benefits Omni-channel coverage of interactions

Omni-channel coverage of interactions

Cross CX The platform was designed natively to be omnichannel. Cross CX centralizes all your customer interactions, whether they are voice recordings, emails, chats, reviews, or social media posts. AI scans these multichannel conversations in real time to extract useful signals. This ability to analyze everything in one place gives managers complete visibility, and is one of the reasons why Cross CX is presented as a 360° CX solution rather than a simple voice tool.

Explore all the platform's features First an intro

ROI and total cost of ownership

In terms of ROI, Cross CX highlights concrete results observed among its customers. In a white paper, the team emphasizes that the Quality Monitoring approach has improved compliance, customer satisfaction, and agent performance in just a few months.

Corrective action management and coaching

Aware of this challenge, Cross CX natively integrates corrective action management and links it to training. The Cross CX Quality Monitoring module makes it easy to manage action plans following evaluations. For example, if the AI...

Extensive functional coverage ("all-in-one" platform)

Cross CX has opted for a comprehensive, modular offering. In addition to Quality Monitoring and Speech Analytics, the platform natively integrates customer voice modules (surveys, feedback) and training/LMS modules for advisors, all managed via a shared CRM Dataviz . This wealth of features...

Support, guidance and business expertise

Cross CX emphasizes tailor-made support and experience in the field. The team is used to rapid deployment at customer sites: they transform functionalities into concrete solutions adapted to YOUR use, often in as little as 4 weeks. This agility is the result of ....

Real-time vs. post-interaction analysis

The Cross CX solution has opted for real-time analysis. Thanks to the latest developments in Speech Analytics AI, data from all your channels can be scanned automatically and in real time. In practice, this means that as soon as a conversation is in progress or has just ended, insights are available: score of ...

GDPR compliance and data security

As a European player, Cross CX natively integrates GDPR compliance into its platform. In concrete terms, this means that every individual can, at any time, access their data, rectify it or request its deletion, and that the tool supports this. Personal data anonymization functionalities are ...

Advanced reporting and data visualization

Reporting is at the heart of the Cross CX proposition. The platform provides state-of-the-art quality reports, with 360° analyses combining all channels. There are advanced reports for exploration and alerts on delivered quality, as well as ...

Customized evaluation grids and analyses

Customization is one of Cross CX's strong points. The tool allows you to fully customize assessment methods, scoring grids and associated workflows. In concrete terms, you can configure your own criteria ...

Open platform and API

Cross CX offers complete openness via its APIs and integration tools. Powerful Cross-CX APIs have been created to interact with the platform, as well as technical modules such as GetDATA in-house ETL for importing third-party data), SenDATA generation of XLS exports and reports), and FlagDATA.

Discover CrossCX