Cross-Mining
Automated call translation: one team for all your languages.
Do you manage multilingual contact centers? Cross-Mining translates your calls, chats, and emails into the language of your choice, either in real time or after the fact. Your evaluators and dashboards receive the translated interactions directly.
Your customers speak many languages. Your quality speaks just one.
Without translation, each country or language requires its own quality assurance team and its own analyses. With Cross-Mining, you can centralize the evaluation and analysis of conversations across a few teams, without losing the nuance of the exchanges.
Centralize the evaluation
Your evaluators listen to and rate interactions from all your sites in the language they are fluent in.
- A framework and criteria common to all languages
- Fewer quality teams to coordinate
- Results that are comparable across countries
Blend the Speech Analytics
The translated interactions feed into the same dashboards, providing a single view of all your regions and markets.
- The same themes and the same indicators for all languages
- Similar trends across different markets
- Verbatim transcripts that can be read by the headquarters staff
From the original conversation to the translated evaluation.
Collect
Calls, chats, and emails are centralized, and calls are transcribed using the speech to text.
Translate
Each interaction is translated into the language of your choice, either in real time or offline, depending on the selected workflow.
Summarize if necessary
The translation can be followed by an automatic summary of the conversation, all within the same workflow.
Evaluate and analyze
Your evaluators and your Speech Analytics dashboards receive the translated interactions directly.
Three situations where translation changes everyday life.
Quality Monitoring multisite
A central quality team evaluates advisors located in several countries using the same evaluation grid.
Quality Monitoring softwareAnalysis of International Conversations
Consolidated contact reasons, irritants, and trends for all your languages in a single report.
Conversation analysisMultilingual AI agents
Your bots' conversations—regardless of the language—are evaluated using the same standards as your customer service representatives.
Evaluation of AI AgentsThe right translation engine, whether in the cloud or on-premises.
The world of AI is evolving very quickly. CrossCX 's connectors allow you to choose—and then adapt—the engines you use based on your languages, volumes, and security requirements.
View all analytics connectors and connectors to generative AI.
Translation of interactions: your questions.
Can phone calls be translated just like written conversations?
Yes. Audio conversations are first transcribed using speech to text, and then translated. Chats, emails, and messages are translated directly.
Is the translation done in real time?
Both modes are available: real-time, for monitoring a conversation as it takes place, or off-line, for processing data intended for evaluation and analysis.
Who receives the translated interactions?
Your evaluators, in the evaluations of Quality Monitoring, and your dashboards at Speech Analytics, which consolidate all languages into a single view.
Can we get a summary along with the translation?
Yes. The translation can be integrated into a workflow that automatically generates a summary of the conversation, directly in your teams’ language.
Other Speech Analytics features
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