Cross-CRM

Overview: 

CROSS CRM is a multi-disciplinary platform that helps other online ventures discover their full potential. The platform curates multiple tools, along with their special features. These work in various areas to cover the entire workflow of an organization. All of the customer interactions across all channels are gathered by Listener Quality Monitoring. This enables companies to examine them in their Quality Management programs. Multi-channel connectors make talks easily accessible and prepared for analysis using their tools. With cutting-edge features and automated quality monitoring, it becomes easier to manage relationships with customers. Scoring grids, quotas, advanced systems, and action plans further guide a company in developing a wholesome workflow. They provide advanced debriefing, a training-specific interface that enables companies to create individual progress plans for each evaluated agent. As well as a full interface for their contact center coaches and trainers, as they think that people are fundamental. Flexible scoring methods: The rated interactions' scoring schemes can be fully customized. Using these, and many more features of CROSS CRM, any online platform could bring in a better flow in their management. 

About Cross CRM: 

CROSS CRM has been helping many online ventures in developing a stronger work base. Thousands of companies rely on the platform for their smooth functioning, and better results. Guiding in the field of marketing, and customer relationship, the platform's AI is commendable. With the help of the 360°CROSS-CRM system. Companies can quickly identify the sentiment of their customers by analyzing the content of their conversations, emails, or survey responses. One can also automatically classify different types of verbatim and take appropriate action using automated workflows. A vast universe for the agent: When an interaction is reviewed, the agent in charge of processing interactions has a complete and ergonomic area to make his progress dynamic: He will advance swiftly and effectively toward excellence with the aid of evaluation findings. As well as production KPIs, follow-up on briefs and progress goals, quizzes to learn more, and linkages to the e-learning apps. An interface is offered for creating straightforward progress plans. This makes sense as part of the qualitative interviews and for keeping track of their development. The customer engagement tool calls centers, chat, and email. This is done to connect to the listener quality measurement system very effectively. One may then set up "watchmen" who continuously monitor ongoing talks and alert their teams by using the Cross-Mining option. Easily search through discussions from all of the customer contact methods, including chat, email, and phone. Due to CROSS-built-in CRM connectors, Listener QM also makes it possible to collect information from social media sites. As well as review and download websites for their applications. Businesses can simply identify the populations that need to be audited after integrating their data from all sources using our effective sampler. CRM reports The modules for the administration of Alerts and the Automation of Processes are helpful too. These enable businesses to give life and a true operational sense to the assessments. While Dataviz Quality completes the features supplied by Listener QM and permits the in-depth study of their Assessments and Progress Plans. Everything is set up to let the companies establish fair and pertinent assessments. Including answer options, point reports, scales that change over time, incentives, fines, and undesirable scenarios. This way, a vast yet simplified infrastructure is created with the help of effective CROSS CRM's tools. 

Company's Services: 

CROSS CRM has multiple ways to help other ventures in their everyday workflows. Management, reports, automation, to whatnot. Some of the outstanding services are mentioned below: 

• Data visualization: 

1. Cross-CRM Dataviz is the first data visualization and data exploration platform. This offers a library of 'business CRM' reports that are fully configurable. These are created by and for experts in customer relationships. These are integrated with the CRM systems. a thorough understanding of the production. This is done with the help, of interactions, and productive KPIs. As well as the quality produced, assessments of the interactions, and feedback from customers via surveys, social media, and review sites. 
2. The technologies businesses use, including telephone, email, chat, and social networks. The platform has connectors and ready-made production reports.
3. One may move from the infinitely vast to the infinitely small with ease and have access to all the KPIs and dimensions needed. Including those by the center, agent, country, contact type, etc.

2. Artificial intelligence- Speech Analysis:

1. Speech recognition technology helps in the use of text technologies and text analytics. One can categorize, and analyze sentiment, determine agents' service philosophies, and handle real-time warnings. This is done by automatically probing the voice or digital conversations for content and themes discussed. 
2. All of the CROSS-CRM Dataviz module's analytical capabilities are combined with the best verbatim analysis and voice recognition engines. As well as automated processes and remedial actions because of our admin tools. 
3. Cross-Mining can enhance the reporting with fresh insights on the content of the interactions when combined with the top Text & Speech Analytics solutions. These are available right now (Connectors to AZURE, Google, AWS, Allo-Media, Bertin IT).
4. The gathered information enables companies to segment their corrective activities. Especially by fresh types of interactions found through verbatim analysis. 

3. Workflow: 

1. Data imports and exports, Workflow activation, data scanning, and alerting, the company understands the industry!
2. Connectors to other data collection technologies in the cloud or the IS, including CRM software. 
3. The visualizing, cleansing, excluding, and combining of data from many sources is possible. 
4. Programming of import and export rules and frequencies for databases is given. Import monitoring and alert management systems are provided too. All data from the data warehouse can be exported using XLs on demand and in the format of their choice.
5. Directly enhance the CRM data that is already present in the tools. Add ratings and comments, or even automatically start alarms, corrective actions, or IT processes to address the issues that CROSS-CRM has identified. 
6. data enables companies to create XLS/CSV reports at their convenience.  When linked to their Cross-CRM tables, send alerts by SMS or email when predetermined thresholds are reached or exceeded.
7. These reports can cover a variety of important topics, including customer relations. As well as productivity, satisfaction, or all the data contained in the Cross-CRM Modules.

Pros:

1. CRM tools require extensive training for each employee to use and access them. This is done with the help of the self-training services that the company provides. It is not easy to entirely set up an online workflow. But with the use of a self-training program given by CROSS CRM. It gets convenient for employees to develop a multi directional learning approach. 
2. Everything's made to be set up on one screen. This enables many businesses to function systematically. Not only the speed but better performance is delivered as everything can be assessed at one point. This helps organizations to guide, improve, and work at the same time. 
3. Reports and analysis further add improvement to the workflow. These provide real-time insight into the performance. Which helps companies target the desired set of workflow to be changed or modified. 

Cons: 

1. Most of the workflow is dependent on technology-driven tools. This limits the use of human brains and overestimates the accountability of a screen. 
2. Any system hack or glitch could entirely put a stop to the workflow. This can lead to loss of data, or malfunction that might be irreversible. 

Conclusion: 

CROSS CRM successfully helps many businesses in the field of marketing and sales. It gets simplified for various companies to sit and manage their workflows using one screen. They can quickly create surveys for all of their satisfaction data collection methods, including phone, email, web, and hot ,or cold SMS. Sorting and filtering out this data could help all employees in understanding the insights. One can analyze the perceived quality of Customer Service. Opinions of the customers can be gathered and used in a way that helps an organization to grow. Both desktop and mobile devices are user-friendly. Because Listener Survey and Listener QM are integrated, one can thoroughly assess the interactions related to their surveys and stop repeating the mistakes that cost these points. Multi-channel connectors make talks easily accessible and prepared for analysis using the tools. With the help of advanced solutions, analyzing data becomes simplified for any business to bring changes. This way, any online venture will be able to have a 360-degree view of its workflow. This further aids in developing a long-lasting, and nurturing environment.