Frequently asked questions

Yes, 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.

Cross CX goes 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 offers a comprehensive omnichannel analytics solution, AI trained on real-world cases, digital/CRM/telephony connectors that cover all your CX tools and channels, and a “comprehensive 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 the core business typically has a more robust and sustainable roadmap.

Cross 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.

Cross 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.

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.