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Relive the En-Contact Mag interview on Speech Analytics, Quality Monitoring data collection in contact centers.
Data collection, data visualization, various ways to use the tool—Manuel Jacquinet and Jonathan Tunnicliffe engage in a lively discussion about Quality Monitoring Cross-CX.
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Cross CX news and updates
CrossCX is now available in the Americas: low-latency local hosting for North America and northern Latin America, and local support during your business hours.
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An 80-second film to thank the technicians, customer service agents, salespeople and delivery drivers who, every day, make a customer’s problem their own.
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CX Ask · MCP opens CrossCX to AI assistants: evaluations, statistics, reports, actions, and settings via Claude, ChatGPT, Mistral, and Microsoft Copilot. What this enables, how it’s built, and what it takes to activate it.
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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.
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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 […]
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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 […]
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Table of Contents — Quality Monitoring AI in 8 Steps · · Chapters Select 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 limitations […]
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AI-assisted agent self-assessment, automatically prepared debriefings, and mini-quizzes in the LMS: the method for collaborative Quality Monitoring.
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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, […]
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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 […]
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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 […]
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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 […]
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