Cross-Mining Speech Analytics

Transcribe. Analyze.
Take action based on customer feedback.

Cross-Mining every audio or text conversation into actionable data—sentiment analysis, categorization, AI-generated summaries, and translation.

Request a demo
18Languages
100%Automated
+30%Debriefing gain
Cross-Mining Speech Analytics CrossCX
Cross-Mining Speech Analytics Speech Analytics Cross-Mining
18
Languages
100%
Automated
Live

Cross Mining speech analytics and SaaS speech analytics software

Speech Analytics comprehensive Speech Analytics platform on the market is now available in On-Premise or SAAS versions.

Contact Us

Home Modules & Features Speech Analytics

Cross-Mining Speech Analytics


Cross-Mining understands what your agents hear.

Cross-Mining 100% of your interactions—voice, email, and chat—to automatically categorize every call, identify key insights, and free your teams from the manual work of listening and reporting.

Automatic routing — 100% of calls, without manual monitoring
Every interaction is automatically transcribed, categorized, and tagged. Your supervisors no longer have to listen to hours of recordings—they can take action based on the key insights.
AI Cost Management — Budgets, Tokens, Audited Populations
Run your analyses with customizable budget limits. Tailor your token packages to your actual needs—no surprises at the end of the month, and no unnecessary overspending.
Automatic alerts and reminders — before the problem takes hold
Identify high-risk customers, risky calls, and spikes in dissatisfaction—with real-time alerts and automatic reminders for priority cases.
Request a demo View the platform
30+
Supported languages
, natively
0 h

's manual listening test to evaluate
On / Off
Choose between SaaS or On-Premise

Beyond Transcription —
: What speech analytics Really speech analytics

Most tools stop at transcribing and scoring. Cross-Mining further: it identifies what matters, alerts the right people, distributes the information to your teams, and makes your employees’ day-to-day work easier.

  Intelligent or comprehensive analysis, depending on your needs—targeted sampling or 100% coverage; you choose the population, the campaign, and the type of call to audit.
Relevant alerts to the appropriate parties
When an alert is detected, it is automatically forwarded to the appropriate person—supervisor, manager, or compliance officer—without overwhelming everyone.
Advanced on-demand dashboards
Analyze any aspect of your conversations—by agent, campaign, topic, or time period—using views tailored to your specific business needs.
Seamless distribution to your teams
Automated reports, scheduled exports, open APIs—every team gets the right data at the right time, without manual data extraction.
Automatic follow-up for high-priority clients
Detecting signs of dissatisfaction or churn risk — high-priority customers are automatically contacted before it’s too late.
Improved satisfaction and retention
By understanding what causes frustration, what wins people over, and what drives decisions, your teams can focus on the real factors that make a difference—scripts, training, and processes.
Employees freed from tedious work
Transcription, tagging, summarization—everything that used to take hours is now done automatically. Your agents and supervisors can focus on what really matters.
Business dimensions

Four concrete impacts on your organization

Level of service
Automated analysis quickly identifies weaknesses in your interactions. Your managers have access to an objective assessment that allows them to correct, train, and help each agent improve—without having to wait for manual reviews.
Trends and a proactive approach
Identify recurring issues and emerging trends before they become problems. Your teams can update scripts, offers, and processes in real time, based on reliable data.
Compliance and Risk Management
Automatically monitor compliance with regulatory standards and internal procedures. If a discrepancy is detected, an alert is triggered immediately—well before a legal issue arises.
Customer sentiment & agent challenges
Analyzing tone, emotions, and feelings reveals what your customers are truly experiencing—and what your agents are going through. A better understanding leads to better responses and better support.
Cross-Mining Speech Analytics

A comprehensive and continuous analytics pipeline

Six capabilities, one engine. From raw transcription to actionable insights—everything is automated, traceable, and fed into the quality loop.

Speech to Text
Sentiment
Categorization
AI Abstracts
Translation
Generative AI
Step 1 of 6
Multi-channel automatic transcription
Voice, email, chat—all your channels are automatically transcribed, enriched with metadata, and archived. High-precision STT engine, compatible with over 30 languages.
Speech to Text
Speech to Text
Step 2 of 6
Sentiment and trend detection
Negative, positive, and neutral sentiment scores by interaction and by agent. Real-time detection of prohibited words, tone of voice, and signs of customer frustration.
Sentiment Analysis
Sentiment
Step 3 of 6
Automatic categorization of phrases
Identify and highlight key phrases, recurring themes, and categories of calls. Thematic dashboards updated in real time.
Categorization
Categorization
Step 4 of 6
AI-generated call summaries
Each interaction is automatically summarized—key points, commitments made, next steps. This saves time for agents and supervisors right away.
AI Call Summaries
Summaries
Step 5 of 6
Real-time translation of your interactions
Manage your multilingual content seamlessly: Cross-Mining on the fly to ensure consistent quality analysis across all your regions and markets.
Real-time translations
Translation
Step 6 of 6
Connectors to generative AI
Connect GPT, Claude, Gemini, or your private LLM. Cross-Mining prompts, structures outputs, and feeds them into Listener QM CRM Dataviz.
Generative AI Connectors
AI Connectors
What really sets us apart

Two features that
most tools lack

Beyond transcription and basic sentiment analysis, Cross-Mining two capabilities that radically transform what a conversational analytics tool can bring to your business teams.

Capacity #1
Data Visualization & Signal Exploration
Your conversation data isn't just analyzed—it's searchable in real time. Cross-reference sentiments, topics, agents, campaigns, and time periods without any limits. Access the original verbatim transcript with a single click from any metric. And as soon as a threshold is crossed, you'll receive an alert—before the problem escalates.
Multidimensional exploration Configurable real-time alerts Drill-down to the verbatim level
See CRM Dataviz
Capacity #2
On-demand business KPIs — built on three engines
Your teams define their own metrics based on their specific priorities—whether it’s a campaign, a theme, or a sales goal. Cross-Mining builds Cross-Mining by combining three simultaneous levels of analysis: what is said, how it is said, and how it sounds. The result: KPIs that are easy to explain, auditable, and directly actionable in coaching sessions.
LLM Semantic Analysis Emotional scoring Paraverbal cues
Request a KPI demo
Three analysis engines—
—provide a comprehensive analysis of every conversation
These three layers complement each other: LLM prompts identify business signals, sentiment tracks emotional shifts, and paraverbal cues assess the actual flow of the conversation.
LLM prompts
What is said—and what it means
Prompts that can be customized by campaign and call type detect key business signals: objections, key arguments, agent behavior, and ambiguous language. Each response is anchored within the conversation and references the source phrases.
Customizable by campaign · Yes/No/N/A responses
Sentiment Analysis
How it works — phrase by phrase
Emotional scoring for agents and customers on each statement. Detection of shifts in sentiment following a key event, aggressive language, and signals of doubt or conviction. Thresholds that can be configured to meet your business requirements.
Adjustable thresholds · Targeted analysis windows
Paraverbal cues
How it sounds—beyond words
Speech rate, overlap rate, meaningful pauses at key moments. These subtle vocal cues reveal the true quality of the interaction—its fluidity, the customer’s comfort, and the advisor’s engagement—where words alone are not enough.
Actions triggered at specific times
See these engines in action with your data Explore all features
Added value modules

Cross-Mining with the entire platform

Every signal detected by Cross-Mining Listener QM, CRM Dataviz Listener LMS creating a truly closed-loop insight process.

Listener QM Quality Monitoring
Listener QM Quality Monitoring
Human and AI evaluations for 100% of interactions. Corrective actions and training triggered automatically.
See Listener QM
CRM Dataviz CX Data Visualization
CRM Dataviz CX Data Visualization
360° view of contacts, quality, and satisfaction—linked to your CRM and CCaaS data in real time.
See CRM Dataviz
Listener Survey · VoC Surveys
Listener Survey · VoC Surveys
Multichannel satisfaction surveys featuring sampling, quotas, and analysis of customer feedback.
See Listener Survey
Listener LMS Online Training
Listener LMS Online Training
A discrepancy detected → a course automatically triggered. Learning paths linked to QM assessments.
See Listener LMS
Measured result · RATP

"The Speech Analytics module Speech Analytics very powerful."

RATP samples calls, easily combines listening grids, and uses Cross-Mining precise quality analysis—across all channels, every day.

Want to see how Cross-Mining your use cases?
Our experts will walk you through the platform using your own data—30 minutes, no strings attached, no PowerPoint.
Request a demo View the entire CrossCX platform

Frequently asked questions

The field of conversational analytics and Quality Monitoring is evolving rapidly, driven by advances in AI and new business needs.

Read more

Speech 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 more

Companies that deploy Quality Monitoring generally see tangible results in the performance of their contact centers. Several types of impact KPIs can be improved: 

Read more

In 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 more

The 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 more

Speech Analytics is the technology at the heart of Quality Monitoring . Definition: Speech Analytics an enterprise software tool that automates the monitoring of customer interactions.” It converts audio recordings of calls into actionable data using speech recognition and natural language processing. In practice...

Read more

Quality 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 more

The benefits of Quality Monitoring via Speech Analytics numerous and widely documented. They can be grouped into several major areas:

Read more

The reliability of Speech Analytics on several factors: the quality of the input data (recordings), the performance of the speech recognition and analysis algorithms, and the system configuration. Overall, recent solutions have made great strides in accuracy, but it is important to understand their potential limitations for wise use.

Read more

Added value modules

  • Data Visualization
  • Quality Monitoring
  • Process
  • Customer Surveys

Data Visualization

Cross-Mining with CRM Dataviz dashboards specifically designed for advanced data exploration and analysis of your customers' verbatim comments

Discover
cross crm dataviz logo

Quality Monitoring

Cross-Mining with Listener QM let you work with your agents to thoroughly review interactions using Speech Analytics, so you can avoid repeating the mistakes that cost you points!

Discover

Process

Cross-Mining with our Admin-Tools to alert your various users, coaches, or agents, or to trigger IT processes related to your analyses

Discover
admin tools logo

Customer Surveys

Cross-Mining with Listener Survey to enable you to analyze the Voice of the Customer at scale through a comprehensive set of feedback sources and verbatim comments, including surveys conducted

Discover
Listener Survey logo

Ready for a Cross-Mining presentation Cross-Mining
Contact us

Discover