Evaluate. Correct.
Continuously improve.
The Quality Monitoring Listener QM softwareListener QM improve your interactions—through manual, automated, and AI-enhanced evaluation—with built-in corrective actions and training.
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Quality Monitoring Listener QM
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Evaluate your interactions.
Make corrections where it counts.
Automatically.
Listener QM voice, email, chat, and social media—with or without AI—without requiring you to change your existing processes.
, Quality Manager
A comprehensive and integrated quality cycle
6 steps, one platform. From detection to remediation—everything is connected, traceable, and measurable.
Listener QM with the entire platform
Each CrossCX module CrossCX Listener QM for a truly closed-loop quality process, from detection to training.
"Save 20% of your time right from the start."
Managers’ time is now dedicated to workshops and quality initiatives—rather than manual monitoring. That’s the promise of Listener QM freeing up your teams to focus on what really matters.
Frequently asked questions
The field of conversational analytics and Quality Monitoring is evolving rapidly, driven by advances in AI and new business needs.
Read moreSpeech 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
Read moreCompanies that deploy Quality Monitoring generally see tangible results in the performance of their contact centers. Several types of impact KPIs can be improved:
Read moreThe 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:
Read moreIn theory, one might think that AI is enough and that we could “listen less to our customers.” “That’s not the right approach,” warns one expert— Speech Analytics instead be viewed as a way to improve your ability to listen. ...
Read moreThe 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.
Read moreQuality Monitoring refers to the use of conversational analytics technologies (including Speech Analytics) to systematically assess the quality of customer interactions on a large scale, rather than through occasional manual monitoring. In practice, it automates the process of monitoring customer calls or conversations and analyzing their content...
Read moreThe benefits of Quality Monitoring via Speech Analytics numerous and widely documented. They can be grouped into several major areas:
Read moreAdded value modules
- Speech Analytics
- CRM Dataviz
- Online Courses
- CRM Data
Speech Analytics
Listener QM with Cross-Mining enable the creation of a true quality analysis bot, which flags interactions containing negative sentiment or prohibited words and sends alerts to your evaluators regarding their content.
View the module CRM Dataviz
Listener QM with CRM Dataviz enable in-depth analysis of your evaluations and improvement plans.
View the module
Online Courses
Listener QM with Listener LMS automatically enroll your agents in the appropriate courses based on their assessments, and to track their Quality Monitoring natively through your Quality Monitoring tool.
View the module CRM Data
Listener QM with our Admin-Tools to notify your various users, coaches, or agents, or to trigger IT processes related to your evaluations.
View the module 
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