Crossnet
Combining Technology and Human Empathy for Superior Cloud Services

CrossNet is a Chilean company with 14 years of experience, a team of over 120 employees, and a physical presence in five countries (Chile, Peru, Colombia, Argentina, and Mexico). It was founded in 2009 as an accessible option in the world of customer experience and support platforms for businesses.

“At that time, our goal was to break down barriers for clients by eliminating high investments through a pay-as-yougo model,” says Juan Pablo, CEO of CrossNet. “We were pioneers in adopting the Genesys platform, the undisputed leader in the customer service space at that time and still today.”

This allowed CrossNet to create Latin America’s first cloud-based contact center. With a focus on an evolutionary service model, it firmly believes that providing effective solutions to clients requires more than just technology and human resources. The company provides clients with the best practices in the market and industry, supporting them in day-to-day operations and positively impacting their customers' experience. It offers integrations with clients’ information systems at no additional cost, eliminating any obstacles that hinder the solution's performance.

One of the primary hurdles for companies in the cloud industry is to deliver customers an exceptional service experience through various channels. To this end, CrossNet provides a service offering based on three key pillars— omnichannel platform, AI, and cutting-edge analytics.

Through its omnichannel platform, CrossNet ensures that anyone can interact with clients in the same way through any channel, where having centralized information is crucial. It uses AI as a complementary tool to human work, helping automate routine tasks and allowing employees to focus on activities and enhance empathy in customer service. This enables CrossNet to generate better customer service strategies through informed decision-making, establishing a cycle of constant feedback and improvement.

The service CrossNet offers to clients is based on the Genesys Cloud platform, which operates on the AWS infrastructure. This platform provides clients with a completely independent and secure environment tailored to their needs and capabilities. At the same time, it is 100 percent scalable to accommodate the growth of clients according to changing market challenges. This service model enables the implementation of a client's operations in just a matter of weeks, as access to technology is no longer a technological barrier to adopting a competent service for their business.

CrossNet has business cases for clients in virtually every industry sector, addressing non-face-to-face processes such as customer service, sales, and collections. In the field of collections, for example, its service has proven to be the perfect option for helping different companies overcome their challenges and consolidate all their contact center operations. The company has become an omnichannel solution that integrates social media conversations, calls, and chats into a single interface. This has allowed clients to gain a better understanding of customer interactions and provide faster and more effective responses, significantly improving their contact and recovery rates, as well as agent productivity and response times.

We were pioneers in adopting the Genesys platform, the undisputed leader in the customer service space at that time and still today

CrossNet is currently working on a solution called Omnichannel Orchestrator, which aims to integrate information provided by data analysis with the intelligence and automation provided by AI. This integration allows it to identify and predict, on a case-by-case and customerby- customer basis, the most efficient and appropriate channel to contact them based on their profile and the issue they need to resolve. CrossNet is also strengthening its regional presence in five countries, standardizing offers in order to provide a consistent experience regardless of location.