A team.
A mission:
to make the data work.
CrossCX an independent French software company founded in 2012 that develops tools to turn every customer interaction into actionable insights— quality monitoring, speech analytics, and orchestration.
Turn every interaction
into a concrete decision.
Most of them are never analyzed.
CrossCX founded in 2014 with a simple belief: customer relationship data shouldn’t just sit idle on servers. It should alert, train, correct, and measure—automatically, in real time, without anyone having to go looking for it.
Ten years later, that’s exactly what CrossCX does CrossCX day for contact centers in France and around the world.
: Customer Experience
French publisher
, CCaaS, and CRM Connectors
's integrated modules on a single platform
Values— and measurable results to back them up
At CrossCX, a value only exists if it has a tangible impact. Here’s how each one translates into what we build and what we deliver.
French publisher.
Independent. Since 2014.
CrossCX founded in Marseille in 2014 as part of the Customer Square ecosystem. Ten years of CX expertise are packed into a platform that we build, maintain, and develop in-house—without outsourcing and without relying on a third-party vendor.
5 modules. One loop.
Each module is useful on its own. Together, they form a system that automatically turns every interaction into an opportunity for improvement.
Want to work
on a real problem —
with a measurable impact?
CrossCX a team of over 20 people who build tools used every day by major brands to improve their customer relationships. If you enjoy solving real-world problems, working closely with demanding clients, and seeing the impact of your work—you’ve come to the right place.
Do you manage a customer service center?
We’re sure we have something to show you.
30 minutes with a CrossCX expert CrossCX we’ll assess your tech stack and show you what’s possible with your current tools, with no obligation and no generic sales pitch.
Key figures
They talk about us
Our news
How to Implement Quality Monitoring in 8 Steps Without Compromising Compliance
Article Summary · · Chapters Click on 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 it is now showing its limitations in the face of the rise […]
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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 priority for customer-centric 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 of […]
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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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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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