Quality Monitoring and Augmented Quality Monitoring

September 20, 2024

📈 CrossCX Feature Spotlight CrossCX Quality Monitoring and Augmented Quality Monitoring

The ongoing transformation of the customer experience continues with our third session dedicated to one of Cross CX most innovative features Cross CX Quality Monitoring and augmented Quality Monitoring .

🔍 Thanks to artificial intelligence, our platform is revolutionizing the way we evaluate the quality of customer interactions.

No more relying solely on manual audits! Now, all conversations—whether by phone, chat, email, or on social media—are automatically analyzed in real time to ensure compliance, improve team performance, and maximize customer satisfaction.

💡 The biggest advantage? Enhanced monitoring that not only detects quality issues but also provides valuable insights to help your agents improve their skills by identifying specific areas for improvement instantly.

🎥 Want to learn more?

Discover all the benefits of Quality Monitoring and augmented Quality Monitoring .

This technology has already been adopted by several market leaders. Don't wait any longer to discover how it can transform your contact center quality management!

Our news

Cross CX news and updates

Features Quality Monitoring Speech Analytics

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 […]

Read the article

CrossCX News Speech Analytics Opinion Pieces and Interviews

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 [...]

Read the article

CrossCX News Opinion Pieces and Interviews

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

CrossCX News Opinion Pieces and Interviews

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 [...]

Read the article

Quality Monitoring Speech Analytics Opinion Pieces and Interviews

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. […]

Read the article

Features Forums and Interviews

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

CrossCX News Speech Analytics Opinion Pieces and Interviews

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.

Read the article

Features

💡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. [...]

Read the article

CrossCX News Opinion Pieces and Interviews

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 article

Quality Monitoring Customer Testimonials

✨ 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.- [...]

Read the article

Customer Testimonials Interviews

✨ 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 […]

Read the article

Features CrossCX Videos

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 [...]

Read the article

See all articles

Home Blog Features Quality Monitoring and Augmented Quality Monitoring

Book a Meeting