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Harnessing the power of innovative technologies to take
customer care to a whole new level. |
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Cross Country’s award-winning solutions combine the power of wireless communication, GPS-based location technology
and vehicle systems monitoring capabilities to provide proactive responses to drivers' needs. We deliver service excellence
24 hours a day, respond promptly to one million calls per month, and expertly manage a vendor network of more than
30,000 service providers. Here’s how:
The IT Framework
We deliver uninterrupted service to our customers 24/7/365 from our multiple geographically distinct customer contact centers
through a powerful framework of fully redundant, fault tolerant application and data servers. We offer nonstop availability through
a telecommunications system with self-healing fiber optic rings, battery backup protection, and fully redundant data networks.
The Moment of Truth
Building on our solid IT framework, Cross Country exceeds customer expectations through Computer Telephony Integration (CTI)
technology. Critical data is readily and rapidly available through multiple, fully synchronized data environments; secure storage,
and real-time data replication.Through Interactive Voice Response (speech automation), we ensure 100% case resolution by
leveraging voice recognition, text-to-speech and auto-attendant telephony capabilities. We get help to our customers in record
time through cutting-edge Geographical Information Systems (GIS) and location-based services solutions and flexible channels
including telephone, Internet, Web-enabled wireless device or telematics device.
Critical Customer Data
Cross Country makes the most of the opportunity to collect, analyze and report critical business data. We track the pulse of our
customers’ satisfaction with innovative systems. We enhance performance levels and increase customer satisfaction through monitoring
systems that capture both voice and screen progressions. We develop and use sophisticated technologies every step of the way
to generate the positive customer experiences clients need to retain and increase profits while instilling lifetime customer loyalty.
We develop and use sophisticated technologies every step of the way to generate the positive customer experiences clients
need to retain and increase profits while instilling lifetime customer loyalty. |
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