Every conversation
is an opportunity to
build customer loyalty.
CrossCX automatically CrossCX all your customer interactions—voice, email, and chat—to guide your loyalty programs and boost compliance.
From conversation
to decision—in real time.
Detecting signals is no longer enough—they must be turned into decisions, corrective actions, and workflows. CrossCX the loop between data and action.
Detect
Speech Analytics, sentiment analysis, and weak signals—across 100% of your interactions, in real time.
Speech AnalyticsOrchestrate
Bots, voicebots, AI agents—connecting and managing them all within a unified loop is the future of CX.
CRM & AI ConnectorsCorrect
Automated quality management, targeted corrective actions, and LMS training—to take action where it matters most, at the right time.
Quality MonitoringMeasure Customer &
Employee Experience
Conversation analysis
Voice of the Customer and Employee
Understand customer
engagement data
CRM & CX Analytics
CX Data Stream
Build Customer
and Team Loyalty
Quality Management
Team training
Enhance the Customer Experience
at Through AI
Quality Monitoring
AI and pro-active enhancement
To which level are you ?
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Our Clients Recommend Us!
Click below to discover all the details about the various benefits and features of our software:
Quality Monitoring
Quality Monitoring customer service Quality Monitoring software that enables comprehensive campaign management to improve the quality of customer interactions.
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Speech Analytics
An speech analytics solution that detects and analyzes the main concerns of customers and teams in real time, and monitors the quality and content of conversations.
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CX dataviz
Collect data from your own tools and visualize it in your own way. A solution that makes data from CX tools and call centers more explicit thanks to Datavisualization.
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Online Courses
Master your online CX courses and training programs to help teams progress based on what is detected via Cross CX features.
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Voice of the Customer Surveys
Software used to create and manage customer or employee surveys through various channels (phone, email, web, SMS, review sites) in order to collect and process valuable feedback.
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CRM Data Management
Data management tools (ETL) that enable data import and export, data anonymization, data transfer to information systems, and the automation of certain processes such as setting up automatic reminders or generating summaries.
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Supervisor AI Chat —
: Take action without opening a single dashboard.
Ask a question in plain language, get a response backed by evidence, and trigger a corrective action—all from a single interface connected to all your data streams.
- Reminder period > 48 hours (38%)
- Inappropriate product script v3.2
- Poorly Routed Climbs N2
Towardautonomous and auditable AI agents
.
The next step: agents capable of working independently on your CRM and CCaaS workflows, applying your business rules, and generating a complete audit trail—with automatic escalation for complex cases and zero intervention for standard cases.
Our news
AI-assisted agent self-assessment: towards Quality Monitoring in contact centers
Contact centers face a dual challenge: ensuring impeccable service quality for increasingly demanding customers, while quickly training and mobilizing advisors in a constantly changing environment subject to structural turnover. Historically, Quality Monitoring QM) has focused primarily on analyzing interactions between […]
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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 often remain untapped. speech analytics, or conversation analysis using artificial intelligence, gives a voice to data. Thanks to AI, it is now possible to [...]
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The importance of debriefing in Quality Monitoring
Debriefing is an integral part of Quality Monitoring contact centers and customer service departments. By involving both agents and managers in constructive feedback, debriefing transforms each piece of feedback into concrete actions for improvement. These debriefings can be structured and optimized to foster a true culture of continuous improvement. Debriefing […]
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Customer service from 2022 to 2025: from storms to AI agents
Today we asked an AI to compare McKinsey's 2 articles on the state of customer relations in 2022 and 2024, to look at Gartner and BCG's insights on 2025, and to help us learn from them. Analysis based on the two McKinsey articles cited, in particular the [...]
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13 key criteria for choosing an Quality Monitoring and Speech Analytics solution
Choosing an Quality Monitoring and Speech Analytics tool Speech Analytics a strategic challenge for customer-focused organizations. Whether in contact centers, customer service departments, or customer experience departments, professionals (customer relationship managers, quality managers, CX directors, etc.) expect such a solution to combine advanced technology with business value. […]
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Employee Commitment: A foundation for contact center performance
Customer experience is often at the heart of companies' preoccupations, yet one key element is sometimes overlooked: contact center employee engagement. All too often, performance improvement is based on analyzing interactions, monitoring KPIs and collecting customer feedback, without this information leading to action.
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Sentiment analysis: A key lever for agent training and well-being
Improving the customer experience is a central issue for companies, and contact centers are the cornerstone of this. However, one fundamental element is still too often neglected: the well-being of agents. A satisfied, committed and well-trained agent has a direct influence on customer satisfaction.
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💡Maximize the efficiency of your Chatbots and Voicebots with optimized supervision!
Companies are increasingly turning to next-generation bots to provide autonomous, responsive customer services. But how can you ensure that these innovative tools truly meet your users' expectations? At CROSS-CX, we have developed key solutions for monitoring and continuously improving your bots. [...]
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Choosing transparent, on-premise AI models
🌐 Why choose transparent AI and Onpremise processes for your conversation analytics in speechanalytics , and for your automatic qualitymonitoring? In 2025, the data retention and use policies of large-scale AIs (LLMs) such as GPT-4, Deepseek Gemini, etc ... raise crucial questions about privacy and the duration [...]
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✨ 2024: In less than a year, we are already receiving positive feedback on the implementation of Quality Monitoring !
In just a few months, several companies have begun to transform their processes with this approach, improving compliance, customer satisfaction, and agent performance. 🔍 The concrete benefits:- Accurate, real-time analysis of interactions.- Agent coaching based on objective data.- Proactive detection of problems to limit churn.- [...]
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✨ Cross CX A platform dedicated to your success.
Today, we're taking a step back to remind you what makes Cross CX so powerful Cross CX a platform designed specifically and exclusively to help you measure, understand, and act on every customer interaction. ✔️ Measure: We centralize all your customer and employee data, across all channels, for accurate tracking […]
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Interactions between Cross CX modules
🎵 "That's all well and good, but how do you put it into practice?" "Quality monitoring , customer feedback collection, Speech Analytics, online courses and quizzes for my agents, telecom and CRM connectors, AI integration already up and running... Cross CX 's offering Cross CX clearly very comprehensive compared to the competition... But [...]
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Cross CX a French platform specializing in Quality Monitoring and Speech Analytics. It enables contact centers and customer service departments to automatically analyze conversations (voice, chat, emails, etc.) and feedback from customers and employees in order to assess quality, understand customer perceptions, and improve the overall experience. Cross CX artificial intelligence, semantic analysis, customer feedback, agent training, and action automation.
Read moreCross CX for companies with a structured customer service department or contact center, regardless of their sector. It is used by major players in banking, telecommunications, media, retail, and insurance. Whether you are a quality manager, customer experience director, or operations supervisor, Cross CX the tools to track, understand, and improve every customer interaction.
Read moreCross CX companies improve customer relations and team performance. The solution detects friction points in exchanges, measures compliance, analyzes emotions (sentiment analysis), centralizes customer feedback (Voice of the Customer), and automatically triggers corrective or training actions. It is a key tool for managing the customer experience on a large scale.
Read moreCross CX 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 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.
Read moreYes, Cross CX fully GDPR. Data is hosted in France or on-premise needed, and the solution includes features for anonymization, access rights management, and retention period control. It meets the strictest security standards, which are essential for sensitive customer relationship data.
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