One of Australia’s telecommunications carriers offering fixed line, broadband, pre and post-paid mobile voice and data products along with cable and satellite television.

CR-X was configured to collect feeds from every customer touch point, On-line, SMS, Chat, Contact Centre and Shop (Point-of-Sale).

The summations were displayed in dashboards with thresholds, SLA and KPI scores.  This helped to visualise ongoing performance and highlight operational glitches and processes due for improvement.

A tier 1 Communications and Media enterprise with extensive broadband, mobile, and video offerings.

Using the rapid configuration capability of CR-X, a proof of concept configuration demonstrating the core functional requirements was developed in seven working days.

As the detailed design progressed, a significant number of new requirements were identified. The ability to rapidly reconfigure CR-X enabled these functional changes to be easily addressed.

Texas based Energy Utility offering discount Gas and Electricity

CR-X was configured to collect feeds from all IVR and CTI platforms -both at the business process outsourcer and the companies own Centre.

The metrics collected on the CR-X platform allowed management to observe the activities of the BPO partner remotely and also to monitor calls transferring to and from the partner platform to the company’s in-house centre.

The largest newspaper in the Unites States, published in broadsheet and online versions.

CR-X collected feeds from every customer survey touch point.

The transcribed calls, the associated meta data and all survey results associated with these interactions were merged and presented in compelling, drillable dashboards.