Cross-channel interactions are more and more complex to monitor, but mastering them is a key issue for customer services To meet the requirements of the customers, more informed and volatile, companies must understand their usages and need to implement a « Customer centric » and efficient customer relationship strategy. To do so, the exploitation of increasing and complex omni-channel interactions data is crucial. Capgemini has developed a Customer Interaction Service solution for data-based assessment and benchmark of omni-channel Customer Service performance.