Cross CRM is a quality monitoring and reporting platform for contact centers that serves customer experience focused companies with medium to large-sized dedicated teams. The platform connects with all major CRM and contact center platforms for effective quality and media monitoring and reporting of interactions for a high number of customer interactions or CRM outsourcers.
Cross CRM connects to all conversational channels including phone, email, chats, and social networks for a detailed interaction and quality analysis. Customer satisfaction is measured through surveys, barometers, feedback, claims, and social networks. A variety of KPIs enable users to track campaign goals and productivity, as well as analysis and flow forecasts.
Cross CRM enables users to automate data extracts to third-party applications, apply filters and custom views, and view date sheets, email subscriptions, images, and PDF files. Users get direct interaction with agents’ modules for monitoring progress, tracking performance, following points of training, posting corrective actions, and more.
The system’s interaction quality check features enable users to preserve established links, and build a 360° view including management, to the feelings generated by customers. Users can apply all necessary customer engagement tools across all channels, and save all conversation histories. Cross CRM is NF345 ready with assessment grids with personalized scoring criteria.
Software by CUSTOMER SQUAREwww.customer-square.com