Listener QM
Interaction Tracking: All your conversations, in one place.
Listener QM Captures records of your customer interactions across all channels (phone, email, chat, social media), stores them, and archives them. Your evaluators work from a single platform, without the need for integration projects.
Collect data from anywhere; analyze it all in one place.
By bringing all available data together in one place, Listener QM simplifies the work of evaluators and keeps track of all contacts.
Imports
Automatic import of conversations. Logging and archiving of interactions in the cloud or locally.
Multichannel
All your interaction records in one place: phone, email, chat, social media—no integration required.
Exploration
Browse conversations across all channels, select interactions to evaluate based on multiple criteria, and access them on the go.
Your current tools, without changing your infrastructure.
CrossCX It features connectors to leading telephony, contact center, and digital customer relationship management solutions. Listener QM listens wherever your customers speak—including in conversations led by your AI agents and callbots.
Telephony & Contact Centers
CRM & Digital Engagement
AI Agents & AI Voice
View all connectors— CrossCX, input, analytical, and output—as well as the complete list of compatible AI agent providers.
From interception to evaluation, in four steps.
Interception is the first step in the quality cycle at Listener QM : without centralized interactions, there can be no reliable sampling or consistent evaluation.
Intercept
Records are automatically retrieved from your tools, across all channels.
Historicize
Each contact is logged and archived along with its metadata, either in the cloud or on-premises.
Sample
The sampler selects interactions by team, advisor, reason, contact type, channel, or time period, with quotas set for each evaluator.
Evaluate and analyze
Grading using your custom rubrics, with AI-powered grading and quality assurance.
“We’ve had the opportunity to appreciate the tool’s versatility and simplicity: we can sample calls and easily link them to our listening checklists…”
RATP
Interception of Interactions: Your Questions.
What is interaction interception?
This involves automatically retrieving recordings and written communications from your telephony, contact center, and customer relationship management tools, centralizing them in Listener QM , and making them available for evaluation.
Which channels can be centralized?
Phone, email, chat, and social media. Conversations with AI agents can also be evaluated: seethe AI agent evaluation.
Is an integration plan necessary?
No. The CrossCX connectors integrate with your existing tools to centralize recordings, without the need for an integration project. See the list of connectors.
Where are interactions stored?
Interactions are logged and archived in the cloud or locally, depending on your preference. Personal data can be anonymized.
Other Features Quality Monitoring
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