Short answer
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.
What are the six modules?
- Listener QM. Quality Monitoring manual, augmented, or automated.
- Cross-Mining. Conversation analysis: transcription, sentiment analysis, categorization, summaries.
- CRM Dataviz. Customer Experience Reporting and Data Visualization.
- Listener Survey. Surveys and Customer Feedback.
- Listener LMS. Training and skill development for teams.
- Admin Tools. Data, connectors, APIs, and anonymization.
What connects the modules?
The modules communicate with one another. An assessment can trigger a corrective action or training, customer feedback enriches the analysis of conversations, and everything is reflected in the same reports. That’s what the name means: crossing channels, cross-referencing signals, and linking analysis to action.
Who publishes * CrossCX *?
CrossCX is published by Customer Square, a company founded in 2009. The software, created in 2015 under the name Cross-CRM, has become CrossCX. The platform analyzes interactions in 20 countries, transcribes and analyzes more than 30 languages, and its interface is available in 5 languages. Learn more about the company.
Can it be used with an AI assistant?
Yes. With CX Ask · MCP, CrossCX can be accessed and managed from Claude, ChatGPT, Mistral, or Microsoft Copilot: see the related question.
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