Listener QM
Your interactions are evaluated. Automatically.
CrossCX non-compliance, analyzes sentiment, and prioritizes reviews using AI—across all your channels, in real time, without overburdening your teams.
CrossCX two complementary approaches to Quality Monitoring —which can be used together or separately depending on your goals, volume, and teams.
Auto-QM
Comprehensive, automated evaluation of interactions based on predefined criteria—without human intervention.
Augmented QM
AI pre-analyzes and prioritizes—so your evaluators can focus on what really matters.
Four main categories of automated detection—active from the moment of deployment and customizable to align with your business rules and industry.
Lexical field & prohibited words
Automatic detection of non-compliant terms, missing required phrases, or potentially problematic wording in all your conversations.
Atmosphere & Mood
Real-time emotional analysis — detection of rising tension, key moments of satisfaction or dissatisfaction, and changes in tone throughout the conversation.
Legal Risk
Identification of statements that pose legal or regulatory risks—unauthorized commitments, off-script promises, or references to confidential information.
Compliance & Procedures
Verification that your scripts follow all required steps—welcome, identification, closing, and legal notices—in 100% of interactions.
Automatic QM leveragesCross-Mining
Cross-Mining take things a step further.
Transcription, sentiment analysis, categorization, summarization, translation — Cross-Mining every audio or text conversation into actionable data that is directly used by automated and augmented QM.
Speech to text management
Automatic transcription of your recordings — accurate, multilingual, and tailored to your audio quality.
DiscoverSentiment Analysis
Emotion and sentiment detection — tone, rhythm, and sentiment score calculated at every key moment.
DiscoverCategorization
Extraction of key phrases and expressions — to feed into your QM and Speech Analytics themes.
DiscoverAutomatic summaries
Generation of a summary for each conversation—valuable for debriefings and saving supervisors time.
DiscoverReal-time translation
Instant translation to facilitate audits in an international setting — 18 languages supported.
DiscoverQM doesn't stop at evaluation
. It drives action.
Every QM score and every detected signal can automatically trigger a corrective action, targeted coaching, or LMS training—without the supervisor having to open an additional dashboard. This is the CrossCX closed-loop system.
Want to try it out?
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