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Listener QM

Listener QM Generative AI · Orchestration


's generative AI at the heart of your Quality Monitoring.

CrossCX connecte vos LLM préférés — cloud, on-premise ou souverain — pour analyser, évaluer et résumer vos interactions.

30+Languages
Voix, email
& chatInteractions
Cloud-
, and On-PremYour choice
Use Cases Choosing a Model Orchestration AI Connectors
Customer interaction
Voice · Email · Chat
Online LLM
Abstract Sentiment QM Score
→ Action triggered
30+
Languages
Cloud & On-prem
Flexible deployment
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Listener QM

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Use cases

What AI actually does in CrossCX.

Six features available today, connected to your favorite LLM. And a seventh that’s paving the way for the future: orchestration via AI agents.

Categorization

AI agents analyze your interactions and suggest phrases to categorize—by topic, evaluation criteria, or early warning signs.

Augmented assessment

The AI model prioritizes interactions most likely to require improvement—for more effective evaluators.

Speech to text

Automatic transcription and sentiment analysis, with the option to choose the engine based on language, audio quality, and the volume of data to be processed.

Extraction of key phrases

AI extracts key insights from each conversation—to power your Speech Analytics themes Speech Analytics enhance your quality management.

Automatic summaries

Generating a conversation summary—valuable for quality management and debriefings, helping to save time without losing context.

Real-time translation

Traduction instantanée pour faciliter l’audit dans un contexte international, dans la langue de votre choix.

Vision 2027

AI Agents & Orchestration

The next step: agents who don’t just analyze, but take action —initiating corrective measures, routing issues to the right manager, or creating a ticket in your CRM—all on their own and in a way that’s fully traceable.

View the orchestration

New · CX Ask · MCP

CrossCX, starting with Claude, ChatGPT, Mistral, and Microsoft Copilot.

L’IA générative travaille dans CrossCX. Avec CX Ask · MCP, CrossCX travaille aussi dans votre assistant IA : mêmes droits, mêmes grilles, en langage courant.

  • View
  • Ask
  • Act
  • Administer
  • Produce
  • View
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Freedom of choice

Choose your AI.
CrossCX it.

The world of AI is evolving rapidly. CrossCX lock you into a single provider—you choose the right model based on your technical, regulatory, and budgetary constraints.

Cloud AI

  • Maximum computing power
  • Handling high volumes and high throughput
  • High-performance multilingual models
  • Continuous updates to the templates
OpenAI · Azure · Google Cloud

On-Premise Self-Managed

  • Data is never shared with third parties
  • GDPR compliance
  • AI that is completely disconnected from the Internet is possible
  • Ideal for regulated industries
Bertin · Mistral · private deployment

Hybrid & Multi-model

  • Combine multiple AI systems depending on the use case
  • Speech on one model, summaries on another
  • Scale up without overhauling your integration
  • Compare and switch plans easily
Complete flexibility
Connectors available today OpenAI · Azure Cognitive · Google Cloud Speech · Mistral · Bertin · Amazon Comprehend – Claude
See all AI connectors
Orchestration · Vision 2027

AI doesn’t stop at analysis.
It drives action.

Every signal detected by your AI connectors can automatically trigger a corrective action, targeted coaching, or rerouting—thanks to the CrossCX orchestration layer. Regardless of your CCaaS or CRM. With proof and a full audit.

Request a demo View the orchestration

Automated & Augmented Quality Management

Scanner vos interactions, détecter les non-conformités et prioriser les évaluations.

Corrective Actions

Initiate, track, and measure action plans directly from the platform.

All connectors

Écoute, analytique, flux de travail et Data RH — des connecteurs clé en main.
New · Built-in AI Chat

Chat IA intégré —
interrogez vos données en langage courant.

Posez votre question directement dans votre interface CrossCX, sur PC comme sur mobile : l’assistant répond par une analyse structurée et affiche à l’écran les indicateurs qui l’appuient.

PC & mobile
Chat IA · Pilotage qualité Connecté à vos données CrossCX
Why did the volume of calls increase yesterday?
Analysis:
  1. Finding: The increase was concentrated in two campaigns
  2. Factors: Delivery and order tracking are on the rise
  3. Restrictions: one day only, to be confirmed during the week
✓ Updated view Volumes by campaign and reasons for increase displayed on screen
Request a demo
Questions en langage courant Volumes, qualité, thématiques, irritants : posez la question comme vous la poseriez à un analyste.
Des réponses structurées Constat, facteurs, limites : une analyse que l’on peut relayer, pas un simple chiffre.
L’écran suit la conversation Les indicateurs utiles s’affichent et la page se règle sur ce dont vous parlez.
Fondé sur vos données Chaque réponse s’appuie sur les données qualité de votre plateforme et précise ce qu’elles ne permettent pas de conclure.
Agent-Based AI

Towardautonomous and auditable AI agents
.

La prochaine étape : déclencher une action corrective depuis la conversation, avec validation du superviseur, puis des agents capables d’agir en autonomie sur vos flux CRM et CCaaS, d’appliquer vos règles métier et de produire une trace complète — escalade automatique pour les cas complexes, zéro intervention pour les cas standards.

Request a demo View the orchestration

Other features :

Monitoring chatbots and voicebots with CrossCX

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