CROSS-CX AND THE GDPR You have already entrusted us, or are considering entrusting us, with the provision of services involving one or more processing operations involving personal data contained in your local databases or in the cloud, interconnected with CROSS-CRM modules...
The article on En-Contact announces the launch of Cross CRM by Customer Square, a new tool designed to supervise and monitor the quality of customer relations across different channels and providers.
In a climate of hyper-competition, e-commerce players can no longer limit their strategies to customer acquisition. Customer loyalty is the absolute priority. But this requires precise customer knowledge.
Relive the En-Contact Mag interview on Speech Analytics, Quality Monitoring data collection in contact centers.
💰 Et si l’on parlait du ROI du Quality Monitoring (retour sur investissement) avec CrossCX ! Nos Clients savent déjà que l’implémentation de la plateforme peut transformer votre gestion de l’expérience client, et booster vos performances opérationnelles, nous avons choisi de vous partager une partie de leurs secrets ! 🕵♂️ Dans notre guide exclusif sur […]
🌐 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 [...]
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 […]
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 […]
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 […]
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, […]
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 […]
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 advisors, and how AI can prepare them for it without monitoring them.
