Frequently asked questions

The reliability of Speech Analytics on several factors: the quality of the input data (recordings), the performance of the speech recognition and analysis algorithms, and the system configuration. Overall, recent solutions have made great strides in accuracy, but it is important to understand their potential limitations for wise use.

The benefits of Quality Monitoring via Speech Analytics numerous and widely documented. They can be grouped into several major areas:

Quality Monitoring refers to the use of conversational analytics technologies (including Speech Analytics) to evaluate the quality of customer interactions systematically and on a large scale, rather than through occasional manual listening. In concrete terms, it automates the process of listening to customer calls or conversations and analyzing their content.

Speech Analytics is the technology at the heart of Quality Monitoring . Definition: " Speech Analytics a business software tool that automates the listening of customer interactions." It converts audio recordings of calls into actionable data using speech recognition and natural language processing. In practice...

The introduction of Speech Analytics raise questions, or even fears, among existing customer service representatives and quality analysts. It is therefore important to anticipate the human impact and manage the change in a transparent and positive manner.

In theory, one might think that AI is sufficient and that we could "listen less to our customers." "This is not a good approach," warns one specialist— Speech Analytics instead be seen as a way to improve your listening skills. …

The success of an Quality Monitoring project depends as much on the deployment method as on the technology itself. Here are the key best practices based on field experience and expert recommendations:

Companies that deploy Quality Monitoring generally see tangible results in the performance of their contact centers. Several types of impact KPIs can be improved: 

Speech Analytics Internal Compliance, Legal Compliance and Personal Data, Ethics and Transparency—visit this page to gain a thorough understanding of these topics as they relate to your CrossCX project

The field of conversational analytics and Quality Monitoring is evolving rapidly, driven by advances in AI and new business needs.

Yes, Cross CX fully GDPR. Data is hosted in France or on-premise needed, and the solution includes features for anonymization, access rights management, and retention period control. It meets the strictest security standards, which are essential for sensitive customer relationship data.

Cross CX 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 a comprehensive omnichannel analytics solution, AI trained on real-world cases, Digital/CRM/telephony connectors to cover all your CX tools and channels, and a “complete 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 their core business typically has a more robust and sustainable roadmap.

Cross CX companies improve customer relations and team performance. The solution detects friction points in exchanges, measures compliance, analyzes emotions (sentiment analysis), centralizes customer feedback (Voice of the Customer), and automatically triggers corrective or training actions. It is a key tool for managing the customer experience on a large scale.

Cross CX for companies with a structured customer service department or contact center, regardless of their sector. It is used by major players in banking, telecommunications, media, retail, and insurance. Whether you are a quality manager, customer experience director, or operations supervisor, Cross CX the tools to track, understand, and improve every customer interaction.

Cross CX a French platform specializing in Quality Monitoring and Speech Analytics. It enables contact centers and customer service departments to automatically analyze conversations (voice, chat, emails, etc.) and feedback from customers and employees in order to assess quality, understand customer perceptions, and improve the overall experience. Cross CX artificial intelligence, semantic analysis, customer feedback, agent training, and action automation.

The Cross CX platform Cross CX on constant interconnection with cutting-edge AI. It combines its engine with those of specialist partners to provide highly accurate multilingual transcription and advanced semantic analysis (detection of positive/negative emotions, key phrases, etc.).

Cross CX stands out for its meticulous user experience. Customer feedback confirms the simplicity and richness of the tool: teams can sample calls and apply their evaluation grids without difficulty, thanks to an intuitive interface. Users particularly appreciate the intuitive ...

Cross CX The platform was designed natively to be omnichannel. Cross CX centralizes all your customer interactions, whether they are voice recordings, emails, chats, reviews, or social media posts. AI scans these multichannel conversations and feedback in real time to extract useful signals.

Cross CX's DNA is to be an open platform. Numerous connectors are available to interface the solution with your telecom tools (call centers, contact center cloud solutions) and your CRM tools. In practice, Cross CX easily connects all your tools and centralizes daily customer interactions...

Cross CX offers complete openness via its APIs and integration tools. Powerful Cross-CX APIs have been created to interact with the platform, as well as technical modules such as GetDATA in-house ETL for importing third-party data), SenDATA generation of XLS exports and reports), and FlagDATA.

Customization is one of Cross CX's strong points. The tool allows you to fully customize assessment methods, scoring grids and associated workflows. In concrete terms, you can configure your own criteria ...

Reporting is at the heart of the Cross CX proposition. The platform provides state-of-the-art quality reports, with 360° analyses combining all channels. There are advanced reports for exploration and alerts on delivered quality, as well as ...

As a European player, Cross CX natively integrates GDPR compliance into its platform. In concrete terms, this means that every individual can, at any time, access their data, rectify it or request its deletion, and that the tool supports this. Personal data anonymization functionalities are ...

The Cross CX solution has opted for real-time analysis. Thanks to the latest developments in Speech Analytics AI, data from all your channels can be scanned automatically and in real time. In practice, this means that as soon as a conversation is in progress or has just ended, insights are available: score of ...

Cross CX emphasizes tailor-made support and experience in the field. The team is used to rapid deployment at customer sites: they transform functionalities into concrete solutions adapted to YOUR use, often in as little as 4 weeks. This agility is the result of ....

Cross CX has opted for a comprehensive, modular offering. In addition to Quality Monitoring and Speech Analytics, the platform natively integrates customer voice modules (surveys, feedback) and training/LMS modules for advisors, all managed via a shared CRM Dataviz . This wealth of features...

Aware of this challenge, Cross CX natively integrates corrective action management and links it to training. The Cross CX Quality Monitoring module makes it easy to manage action plans following evaluations. For example, if the AI...

In terms of ROI, Cross CX highlights concrete results observed among its customers. In a white paper, the team emphasizes that the Quality Monitoring approach has improved compliance, customer satisfaction, and agent performance in just a few months.