A team.
A mission:
to make the data work.
CrossCX is the platform behind Quality Monitoring and Speech Analytics , developed by Customer Square, a French company founded in 2009. Launched in 2015 under the name Cross-CRM, the software helps companies analyze their customer interactions and turn those insights into actions for improvement.
Get an immediate response from AI—no form required. Would you prefer to speak with an expert? Schedule an appointment.
Turn every interaction
into a concrete decision.
Most of them are never analyzed.
We built CrossCX based on a simple belief: customer relationship data shouldn’t just sit idle on servers. It should alert, train, correct, and measure—automatically, without anyone having to go looking for it.
That’s what the platform does every day for contact centers in France and around the world.
s per year
per year
interactions are analyzed
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.
A French company since 2009—
—and a software product since 2015.
Cross-CRM, now known as CrossCX, is a software solution created in 2015 by Customer Square, a French company founded in 2009. Our organization brings together the founders and partners in France and the software development and support teams in Morocco. Together, we develop and enhance the platform to meet the needs of customer relationship management professionals.
6 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.
What you do here
will be used tomorrow
by your favorite brands.
Every day, CrossCX analyzes millions of customer interactions—calls, emails, and chats—for beloved brands that take customer relationships seriously. Behind the scenes: AI models to manage, data pipelines to maintain at scale, and demanding customers to help succeed. If you’re looking for a place where AI meets the real world, it’s right here, between France and Morocco.
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.
They talk about us
Our news
CrossCX, the business layer of the " 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 […]
Read the article
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 […]
Read the article
How to Implement Quality Monitoring in 8 Steps Without Compromising Compliance
Table of Contents — Quality Monitoring AI in 8 Steps · · 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 today it is showing its […]
Read the article
AI-assisted agent self-assessment: towards Quality Monitoring in contact centers
AI-assisted self-assessment for advisors, automatically generated debriefings, and mini-quizzes in the LMS: the method for collaborative " Quality Monitoring ."
Read the article
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, […]
Read the article
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 […]
Read the article
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 […]
Read the article
13 key criteria for choosing an 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 article
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.
Read the article
Sentiment analysis: A key lever for agent training and well-being
Improving the customer experience is a key priority for businesses, and contact centers are the cornerstone of this effort. Yet one fundamental aspect is still too often overlooked: agent well-being. A satisfied, engaged agent who is properly trained has a direct impact on customer satisfaction; analyzing the sentiment of […]
Read the article
💡Maximize the efficiency of your Chatbots and Voicebots with optimized supervision!
Companies are increasingly turning to next-generation bots to offer self-service and responsive customer support. But how can you ensure that these innovative tools truly meet your users’ expectations? At CROSS-CX, we’ve developed key chatbot monitoring solutions to track and improve […]
Read the article
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 [...]
Read the articleYour questions
Cross CX is a French platform specializing in automated Quality Monitoring , and Speech Analytics. It enables contact centers and customer service departments to automatically analyze conversations (voice, chat, email, etc.) and feedback from customers and employees to assess quality, understand customer sentiment, and improve the overall experience. Cross CX combines artificial intelligence, semantic analysis, customer feedback, agent training, and automated actions.
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 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.
Learn moreYes, Cross CX is fully compliant with GDPR. Data is hosted in France or on-premise as needed, and the solution includes features for anonymization, access rights management, and retention period control. It adheres to the strictest security standards, which are essential for sensitive customer relationship data.
Learn more
Contact Us.
OK!