Frequently Asked Questions

The reliability of Speech Analytics depends on three factors: the quality of the recordings, the performance of the transcription and analysis engines, and the configuration settings. Strong accents, fast speech, and jargon remain areas of concern, and human oversight remains essential.

The benefits of automated " Quality Monitoring " via Speech Analytics are numerous and well-documented. They can be grouped into several major categories:

Manual Quality Monitoring relies on evaluators who listen to or read a sample of interactions. Automated Quality Monitoring applies the same evaluation framework using AI to a much broader scope, which you define based on your business needs and budget. In CrossCX, both methods use the same evaluation framework and reports, and can be combined.

Speech Analytics transforms calls into actionable data: transcription, detection of topics and key phrases, sentiment analysis, and presentation in dashboards and alerts. When extended to emails and chats, it becomes conversation analytics.

The introduction of the “ Speech Analytics ” may raise questions—or even concerns—among existing customer service representatives and quality analysts. It is therefore important to anticipate the impact on employees and to manage the change in a transparent and positive manner.

In theory, one might think that AI is enough and that we could “listen less to our customers.” “That’s not a good approach,” warns one expert— Speech Analytics , on the contrary, should be viewed as a way to improve your ability to listen. …

A successful project starts with a specific objective, verifies the quality of and access to recordings, brings together business units, the IT department, and the legal department, begins with a pilot scope, and then expands. The approach is just as important as the technology.

The results are broken down into four categories of metrics: evaluator productivity, advisor performance, customer satisfaction, and compliance. These are measured by comparing pre- and post-results for the quality metrics already being tracked, and then in the quality reports.

The field of conversational analytics and automa Quality Monitoring s is evolving rapidly, driven by advances in AI and the changing needs of businesses.

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.

Cross CX stands out for its well-designed user experience. Customer feedback confirms the tool’s simplicity and versatility: teams can record calls and apply their evaluation rubrics with ease, thanks to an intuitive interface. Users particularly appreciate how intuitive …

Cross CX is, at its core, an open platform. There are numerous connectors available to integrate the solution with your telecom tools (call centers, cloud-based contact center solutions) and your CRM tools. In practice, Cross CX easily connects all your tools and centralizes day-to-day customer interactions…

Cross CX offers full openness through 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 key strengths. The tool allows you to fully customize assessment methods, rating scales, and related workflows. Specifically, you can configure your own criteria …

Reporting is at the heart of Cross CX’s offering. The platform provides state-of-the-art quality reports, featuring 360° analyses that combine all channels. It includes advanced reports that enable exploration and alerts regarding service quality, as well as …

The Cross CX solution has opted for real-time analysis. Thanks to the latest advancements in Speech Analytics , and 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: a score of …

Cross CX emphasizes tailored support and its hands-on experience. The team is accustomed to rapid deployment at client sites: they transform features into concrete solutions tailored to YOUR needs, often in just 4 weeks. This agility is the result of….

Cross CX has opted for a comprehensive, modular solution. In addition to the automated " Quality Monitoring " and " Speech Analytics" features, the platform natively integrates Customer Voice modules (surveys, feedback) and training/LMS modules for agents, all managed through a shared 360° " CRM Dataviz ." This wealth of functionality …

Recognizing 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 assessments. For example, if the AI …

Quality Monitoring s (QM) is the process by which a contact center or customer service department evaluates the quality of its interactions with customers. Evaluators listen to or read a sample of calls, emails, and chats, rate them using a set of criteria, and then debrief the agents. The results are used to measure compliance, standardize practices, and help teams improve.

Quality Monitoring software centralizes the entire quality management system: collecting interactions across all channels, sampling, evaluation grids, entering evaluations, history, reporting, and corrective actions. It replaces scattered files and untraced call monitoring with a consistent and measurable process. With Listener QM, quality managers track performance by agent, team, channel, and time period, and turn each evaluation into coaching or training.

The system follows a regular cycle. Voice, email, and chat interactions are first collected and archived via the platform’s connectors. The sampler then selects the conversations to be evaluated based on defined rules (team, agent, reason, time period) and quotas per evaluator. Each interaction is evaluated using the company’s quality rubric, then debriefed with the agent. The results are incorporated into quality reports and, if necessary, trigger an improvement plan, corrective action, or training. The cycle repeats in the next period to measure progress.

Listener QM evaluates calls (voice), emails, chats and messaging, social media interactions, and, more broadly, any interaction centralized within the platform via the following connectors CrossCX. Customer reviews and surveys collected using Listener Survey can be cross-referenced with the evaluations. Conversations handled by chatbots, voicebots, or AI agents can also be evaluated using the same rubric as that for customer service representatives.

No. The " Quality Monitoring " provides structure and input for coaching; it does not replace it. The evaluation objectively assesses what happened during the interaction; the debrief between the supervisor and the counselor explains why and determines the next steps. In " Listener QM," each evaluation can lead to a debrief, a progress plan, a corrective action, or training " Listener LMS," and the counselor is notified of this in their dashboard and on the mobile app.

Yes. Conversations handled by your chatbots, voicebots, and AI agents are evaluated in Listener QM using the same scoring system as those for human agents. CrossCX acts as a trusted third party and feeds its feedback back to the bots and their knowledge bases.

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.