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CrossCX is now available in the Americas. Customer service teams in North America and northern Latin America now benefit from low-latency local hosting and local support, during their own business hours.
It is the same platform that already analyzes interactions in 20 countries for our “love brands”: 6 modules, 30+ transcription and analysis languages, 5 interface languages. The promise is unchanged: the quality of every conversation.
Why the Americas, why now
“Cross” means crossing over. After channels, journeys and signals, CrossCX crosses the Atlantic.
Customer service teams across the continent share the same challenges as our European clients: assessing the quality of every conversation, human or AI-assisted, at scale. Yet two expectations come up in every discussion with them: latency and proximity.
Listening to a call, running a Speech Analytics search or refreshing a dashboard must be instant, whatever the time zone. And a question asked at 3 p.m. in Toronto or Mexico City deserves an answer within the working day, not the next morning, Paris time.
Hosting data on the continent is also an increasingly common requirement in North American RFPs. Meeting these three expectations — latency, proximity and data location — is exactly what this launch is about.
Low-latency local hosting
CrossCX is now hosted on the American continent, as close as possible to its users. The low-latency zone covers two areas.
United States and Canada, including Quebec.
Mexico, Central America, the Caribbean and northern South America.
What it changes day to day:
- Listening and evaluation: recordings start instantly and scorecards respond without delay, even for supervisor teams spread across several sites.
- Speech Analytics: searches, filters and topics run on nearby infrastructure, with no transatlantic round trip.
- Dashboards: CRM Dataviz views refresh with no waiting, even in the middle of a meeting.
- Data: recordings, transcripts and analyses are hosted on the continent, meeting the data residency requirements of large accounts and RFPs.
Nothing changes for European clients: their current hosting stays in place. The American hosting is an addition, not a replacement.
Local support, on your schedule
Support for clients in the Americas is now provided locally, during their business hours. A request made in the early afternoon is handled the same day, by a team that lives in your time zone.
This support covers the platform’s entire life cycle:
- Scoping and deployment: telephony and CRM connectors, data imports, configuration of scorecards and quotas.
- Onboarding of supervisors, evaluators and analysts.
- Day-to-day follow-up: usage questions, configuration changes, new teams to onboard.
This closeness is nothing new at CrossCX. It is what explains a client churn rate below 10% (annual average since 2015). It is simply now available on the other side of the Atlantic.
The same platform, no compromises
Clients in the Americas get the full platform, with all 6 modules:
- Quality Monitoring: assessing the quality of conversations, whether handled by a human agent or by an AI agent.
- Speech Analytics: conversation analysis in 30+ transcription and analysis languages, including English, Spanish, French and Portuguese.
- CRM Dataviz: customer experience BI, built on Tableau.
- Voice of Customer: the customer’s voice, cross-referenced with quality results.
- LMS: training, linked to evaluations.
- Admin Tools: CRM connectors and telephony, imports, permissions and quotas.
The interface is available in 5 languages. Scorecards, evaluation quotas, sampling and dashboards are the same from one continent to the other: a group operating on both sides of the Atlantic compares its sites on a single basis.
The positioning does not change either. CrossCX is the business layer on top of AI: sampling, quotas, evaluation guardrails, aggregated statistics and the chain of corrective actions — score, debriefing, action plan, training — that neither an LLM alone nor an AI agent provides. This business layer is now hosted and supported locally in the Americas.
Who it is for
This launch is aimed first and foremost at three types of organizations.
- North American customer service teams: US and Canadian companies that want to evaluate their conversations at scale, human and AI, with a tool hosted and supported at home. For Quebec, the interface and support are available in French.
- Nearshore contact centers: outsourcers in Mexico, Central America, the Caribbean and northern South America that serve North American clients and must demonstrate the quality of every conversation, in English as well as in Spanish.
- European groups with operations in the Americas: our “love brands” that run teams in Montreal, Mexico City or Miami get the same platform, the same scorecards and comparable results from one site to the next, with local latency for every team.
In all three cases, the starting point is the same: conversations to listen to, analyze and connect to actions. Cross the channels, cross the data, cross the line between insight and action — now on both continents.
How to get started
Request a demo, stating your country and your working hours: we will get back to you in your time zone. Existing clients with teams in the Americas can contact their usual account manager to activate local hosting and support.
CrossCX has been published since 2015 by Customer Square, a company founded in 2009, with teams in Paris, Aix-en-Provence and Casablanca. Today, the Americas join that map.
The quality of every conversation, now on this side of the Atlantic too.
Trust does not exclude control.
