The quality of every
conversation.
Human or AI.
CrossCX connects your interactions, your data, and your quality evaluations to help you understand, monitor, and improve the customer experience—across all your channels, with your human agents and your AI agents alike.
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They evaluate, analyze, and manage their conversations using CrossCX.
Cross the channels. Cross the data. Cross the line between insight and action.
A single request goes through a bot, then a chat, then a call. CrossCX tracks the interaction from one channel to the next, cross-references the insights it reveals with your data, and links each finding to an action. Each module can be implemented independently.
Span channels and journeys.
The telephony, CRM, and AI agent connectors bring voice calls, emails, chats, and bot conversations into CrossCX —transcribed, translated if necessary, and anonymized upon import. Each interaction remains a single thread, from a human to a bot and back.
- Listen — all your interactions in one place.
Your call recordings, emails, and bot conversations arrive every night, ready to be analyzed—without the need for manual export.
Admin Tools
Speech to text
InterceptionCombine the signals.
What the customer says, what the agent or bot does, what the conversations reveal, and what your CRM knows—cross-referenced by team, site, channel, and reason, with historical data to identify trends rather than isolated incidents.
- Analyze — contact reasons, sentiment, and weak signals.
- Evaluate — your evaluation forms, your quotas, and your safeguards.
- Manage — quality, reasons, satisfaction: all in one view.
A compliance form applied to the retention calls selected by the quota; the evaluator reviews only the deviations, along with the excerpt that supports each one.
The executive committee tracks quality, reasons, and satisfaction by location on a single dashboard; each deviation links to the relevant evaluations.
Listener Survey
CRM DatavizConnect insight to action.
A score below the threshold triggers an AI-generated debriefing, an action plan, and then a training program. Any deviation by a bot sends feedback to its vendor and its knowledge base. Everything is assigned, tracked, and logged.
- Act — debriefing, action plan, training.
A score below the threshold triggers an AI-generated debriefing, followed by a short, targeted quiz; the supervisor reviews and approves or makes adjustments before it is sent.
Debriefing & LMSEach module stands on its own. Together, they complement each other.
A few seconds of each module. The rest is shown in a demo.
AI-assisted debriefing, quality management, conversation analysis, AI agent evaluation—and the loop that ties it all together.
What AI Already Does Very Well. What CrossCX Adds.
Summarizing a call, finding a topic, explaining a complaint: language models do all of this, and will do it even better in the future. The value of CrossCX begins where connections need to be made.
What AI changes in CrossCX.
The platform's latest features, organized by the stages of a customer service conversation. Tap a stage or a tag to see how the AI changes it.
Quality Monitoring, Speech Analytics, AI: Our latest reads.
CrossCX now available in the Americas
CrossCX is now available in the Americas: low-latency local hosting for North America and northern Latin America, and local support during your business hours.
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The Faces of Quality: A Tribute to Those Who Take Our Problem in Hand
An 80-second film to thank the technicians, customer service agents, salespeople and delivery drivers who, every day, make a customer’s problem their own.
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CX Ask · MCP: CrossCX from Claude, ChatGPT, Mistral, and Microsoft Copilot
CX Ask · MCP opens CrossCX to AI assistants: evaluations, statistics, reports, actions, and settings via Claude, ChatGPT, Mistral, and Microsoft Copilot. What this enables, how it’s built, and what it takes to activate it.
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When AI Takes Care of the Easy Conversations: Who Helps Agents Handle Everything Else?
A lower volume doesn’t necessarily mean a lighter workload. Automation is gradually shifting human interactions toward the most complex situations. Why debriefing is becoming the best support for agents, and how AI can prepare it without monitoring them.
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CrossCX, the business layer of Quality Monitoring in the age of LLMs
Positioning · Quality Monitoring and LLMs Summarizing a call, finding a topic, explaining why a customer was dissatisfied: in Quality Monitoring, LLMs can already do this, and they’ll do it even better in the future. So that’s not where we’re building the value of CrossCX. It begins the moment a good answer […]
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Oversight of conversational bots in customer service.
Monitoring Conversational Bots · Quality Monitoring Voice and chat bots have become a full-fledged customer service channel. And like any channel, they benefit from being listened to, understood, and continuously improved—that’s the whole point of monitoring conversational bots. The good news is that everything you need for […]
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How to Implement AI Quality Monitoring in 8 Steps Without Compromising Compliance
Table of Contents — Quality Monitoring AI in 8 Steps · · Chapters Select a chapter to go directly to it Collapse Many quality teams continue to evaluate only a small portion of their calls, chats, or emails, then extrapolate the results to the entire volume of activity. This traditional sampling model has long been acceptable—but today it is showing its limitations […]
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AI-assisted agent self-assessment: towards collaborative Quality Monitoring in contact centers
AI-assisted agent self-assessment, automatically prepared debriefings, and mini-quizzes in the LMS: the method for collaborative Quality Monitoring.
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Speech Analytics: when AI transforms conversation into strategic intelligence
Conversation Analysis: A Silent Revolution Every day, companies accumulate thousands of hours of calls, meetings, and customer interactions. These conversations are full of valuable information… but without speech analytics, they often remain untapped. speech analytics, or conversation analysis using artificial intelligence, gives a voice to the data. Thanks to AI, […]
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The importance of debriefing in Quality Monitoring
Updated on September 29, 2026 — AI-assisted debriefing, AI agents, new workflows Debriefing is an integral part of Quality Monitoring in contact centers and customer service: it’s the moment when an assessment turns into progress. Since the first version of this article, two things have changed. Simple conversations […]
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Customer service from 2022 to 2025: from storms to AI agents
Today we asked an AI to compare the two McKinsey articles on the state of customer relations in 2022 and 2024, to review the insights from Gartner and BCG regarding 2025, and to help us draw conclusions about customer service in 2025. Analysis based on the two […]
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13 key criteria for choosing an automated Quality Monitoring and Speech Analytics solution
Choosing an automated Quality Monitoring and Speech Analytics tool is a strategic priority for customer-focused organizations. Whether in contact centers, customer service departments, or customer experience teams, professionals expect such a solution to combine advanced technology with business value. Here is a 13-point checklist for […]
Read the articleYour questions
Yes. With CX Ask · MCP, you can view your evaluations and conversations, query your statistics, and take action in CrossCX from Claude, ChatGPT, Mistral, or Microsoft Copilot using your CrossCX account. Activation is done on a per-customer basis: please contact us.
Learn moreCrossCX is a customer experience platform developed by Customer Square. It comprises six modules: Quality Monitoring (Listener QM), conversation analytics (Cross-Mining), reporting (CRM Dataviz), Voice of the Customer (Listener Survey), training (Listener LMS), and Admin Tools, designed to evaluate, understand, and improve every conversation—whether conducted by a human or an AI.
Learn moreCross CX is designed for companies with a structured customer service department or contact center, regardless of industry. It is used by major players in banking, telecommunications, media, retail, and insurance. Whether you’re a quality manager, customer experience director, or operations supervisor, Cross CX provides the tools to track, understand, and improve every customer interaction.
Learn moreCross CX helps companies improve their customer relationships and team performance. The solution identifies friction points in interactions, measures compliance, analyzes emotions (sentiment analysis), centralizes customer feedback (Voice of the Customer), and automatically triggers corrective actions or training. It is a key tool for managing the customer experience at scale.
Learn moreCross CX goes far beyond standard contact center tools. Unlike simple recording modules or basic scoring/tagging features built into call center engagement or telephony solutions, Cross CX offers a comprehensive omnichannel analytics solution, AI trained on real-world cases, Digital/CRM/telephony connectors to cover all your CX tools and channels, and a “complete CX platform” approach with an integrated training module, dashboards, alerts, and automated action plans. The configuration capabilities for your manual or automated QM grids are far more advanced, and platform administrators have significantly greater autonomy. Furthermore, a vendor for whom this is their core business typically has a more robust and sustainable roadmap.
Learn moreYes. CrossCX includes features for anonymizing personal data, managing access rights, configurable retention periods, and tracking access. The data is hosted in France. The customer remains responsible for its monitoring system and for informing customers and employees.
Learn moreLet's talk about your conversations.
Your evaluation forms, your channels, your numbers: that's what the demo is for. We'll get back to you within 24 business hours.
