Listener QM
's generative AI at the heart of your Quality Monitoring.
CrossCX your favorite LLMs—whether cloud-based, on-premise sovereign—to analyze, evaluate, and summarize 100% of your interactions.
, and On-PremYour choice
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 management
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
Instant translation to facilitate audits in an international context — 18 languages supported, depending on the connector.
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 orchestrationChoose 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
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
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
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.
Supervisor AI Chat —
: Take action without opening a single dashboard.
Ask a question in plain language, get a response backed by evidence, and trigger a corrective action—all from a single interface connected to all your data streams.
- Reminder period > 48 hours (38%)
- Inappropriate product script v3.2
- Poorly Routed Climbs N2
Towardautonomous and auditable AI agents
.
The next step: agents capable of working independently on your CRM and CCaaS workflows, applying your business rules, and generating a complete audit trail—with automatic escalation for complex cases and zero intervention for standard cases.
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