Cross CX far beyond the standard modules typically found in CCaaS platforms.
Unlike simple recording or basic scoring modules, Cross CX comprehensive omnichannel analytics, AI trained on real-world scenarios, CRM and telephony connectors, and a full-featured platform approach with integrated training, dashboards, alerts, and automated action plans.
Unlike simple recording or basic scoring modules, Cross CX comprehensive omnichannel analytics, AI trained on real-world scenarios, CRM and telephony connectors, and a full-featured platform approach with integrated training, dashboards, alerts, and automated action plans.
Cross CX Native CCaaS Module
| Criterion | Native CCaaS module | Cross CX |
|---|---|---|
| Covered canals | Voice only (often) | ✓ Omnichannel — voice, chat, email, social media |
| AI-powered automated quality management | Basic scoring or no scoring | ✓ 100% automated or semi-automated quality management |
| Assessment rubrics | Limited settings | ✓ Full customization, complete administrative control |
| Speech Analytics | No tags or simple tags | ✓ Transcription, sentiment analysis, categorization, AI-generated summaries |
| Customer Feedback | Not integrated | ✓ Native NPS/CSAT surveys |
| Agent Training | Not integrated | ✓ LMS linked to QM assessments |
| Advanced Reporting | Limited to the tool | ✓ 360° multi-source dashboards |
| Product Roadmap | Not a priority for the publisher | ✓ Specialized publisher, constantly evolving |
The modules that make the difference
Automated & Augmented QM
AI trained on your call logs, scoring 100% of calls
Speech Analytics
Transcription, sentiment analysis, AI-powered summaries, multilingual translation
Omnichannel Connectors
All your CX, CRM, and telephony tools connected
Integrated Customer Voice
NPS, CSAT, and feedback surveys all on one platform
LMS integrated with QM
Assessment → training → follow-up in a single tool
Automation of actions
Action plans, alerts, and coaching triggered automatically
