CrossCX en questions : la plateforme, ses usages, sa conformité

Yes. CrossCX includes features for anonymizing personal data, managing access rights, configurable retention periods, and tracking access. The data is hosted in France. The customer remains responsible for its monitoring system and for informing customers and employees.

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.

CrossCX is a customer experience platform developed by Customer Square. It comprises six modules: Quality Monitoring (Listener QM), conversation analytics (Cross-Mining), reporting (CRM Dataviz), Voice of the Customer (Listener Survey), training (Listener LMS), and Admin Tools, designed to evaluate, understand, and improve every conversation—whether conducted by a human or an AI.

Yes. With CX Ask · MCP, you can view your evaluations and conversations, query your statistics, and take action in CrossCX from Claude, ChatGPT, Mistral, or Microsoft Copilot using your CrossCX account. Activation is done on a per-customer basis: please contact us.