Cross-Mining · Conversation Analysis

Analyze all your customer conversations
using AI.

Cross-Mining CrossCX ’s conversation analytics software. It automatically analyzes calls, emails, and chats to transform every interaction into actionable data: transcripts, sentiment, intent, categorization, AI-generated summaries, and business insights. This “ ” approach enables contact centers to understand what’s really happening in conversations and take action at scale. Available as SaaS or on-premises. Speech Analytics

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30+Languages
100%Automated
SaaSor On-premises
Cross-Mining Speech Analytics CrossCX
Cross-Mining Speech Analytics Speech Analytics Cross-Mining
30+
Languages
100%
Automated
Live

Cross-Mining – Conversation analysis software and Speech Analytics

CrossCX's conversation analytics platform, available as an on-premises or SaaS solution

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Overview
Cross-Mining Speech Analytics

Chaque conversation a une structure. Voyez-la.

Transcription, tags automatiques, sentiment et thématiques sur l'ensemble des appels, chats et e-mails — dans plus de 30 langues.

  • Tags posés automatiquement sur la timeline de l'appel : réclamation, geste commercial, résiliation évitée…
  • Sentiment au fil de la conversation et thématiques croisées sur tout le corpus
  • Transcription multilingue reliée à l'évaluation qualité dans Listener QM
Voir en démo → Voir le Quality Monitoring
Cross-Mining Speech Analytics


Cross-Mining understands what your agents hear.

Cross-Mining analyzes 100% of your interactions — voice, email, chat — to automatically qualify every call, detect critical signals, and free your teams from manual listening and reporting tasks.

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 configurable budget limits. Segment your token packages based on your actual needs—no surprises at the end of the month, and no unnecessary overuse.
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 changes

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

  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
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
Step 3 of 6
Automatic categorization of phrases
Identify and highlight key phrases, recurring themes, and categories of calls. Thematic dashboards that are continuously updated.
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
Step 5 of 6
Real-time translation of your interactions
Manage multilingual interactions seamlessly: Cross-Mining translates them in real time to ensure consistent quality analysis across all your regions and markets.
Real-time translations
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
What really sets us apart

Two features that
most tools lack

Beyond transcription and basic sentiment analysis, Cross-Mining offers two features that radically transform what a conversation 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 text
See CRM Dataviz
Capacity #2
On-demand business KPIs — built on three engines
Your teams define their own metrics based on their specific challenges—campaign, theme, or business objective. Cross-Mining builds them by combining three simultaneous levels of analysis: what is said, how it is said, and how it sounds. The result: explainable, auditable KPIs that are directly actionable for coaching.
LLM Semantic Analysis Emotional scoring Paraverbal cues
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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
Configurable prompts—tailored by campaign and call type—detect business signals: objections, key arguments, agent behavior, and ambiguous language. Each response is pinpointed 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 fits 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
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s &Useful Resources

Everything you need to know before making a decision—trends, compliance, and gap management. Plus, a team ready to answer any remaining questions.

FAQ · Trends
Where is Quality Monitoring headed?
AI assessment, real-time coaching, predictive analytics—the major trends transforming QM in 2025 and what CrossCX already CrossCX to address them.
Read the FAQ
FAQ · Corrective Actions
How to handle performance gaps and coaching?
Identify a gap, initiate training, track progress—everything that can be automated between assessment and corrective action.
Read the FAQ
Compliance · GDPR
CrossCX GDPR
Native anonymization, time-stamped logs, and automatically managed consent—how CrossCX compliance by default for QM and Speech Analytics.
See the GDPR page

Do you have a specific question about your architecture or your situation?

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Frequently asked questions

The field of conversational analytics and automa Quality Monitoring s is evolving rapidly, driven by advances in AI and the changing needs of businesses.

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The results are broken down into four categories of metrics: evaluator productivity, advisor performance, customer satisfaction, and compliance. These are measured by comparing pre- and post-results for the quality metrics already being tracked, and then in the quality reports.

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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. ...

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The introduction of the “ Speech Analytics ” may raise questions—or even concerns—among existing customer service representatives and quality analysts. It is therefore important to anticipate the impact on employees and to manage the change in a transparent and positive manner.

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Speech Analytics transforms calls into actionable data: transcription, detection of topics and key phrases, sentiment analysis, and presentation in dashboards and alerts. When extended to emails and chats, it becomes conversation analytics.

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Manual Quality Monitoring relies on evaluators who listen to or read a sample of interactions. Automated Quality Monitoring applies the same evaluation framework using AI to a much broader scope, which you define based on your business needs and budget. In CrossCX, both methods use the same evaluation framework and reports, and can be combined.

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The benefits of automated " Quality Monitoring " via Speech Analytics are numerous and well-documented. They can be grouped into several major categories:

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The reliability of Speech Analytics depends on three factors: the quality of the recordings, the performance of the transcription and analysis engines, and the configuration settings. Strong accents, fast speech, and jargon remain areas of concern, and human oversight remains essential.

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Added value modules

  • Data Visualization
  • Quality Monitoring software
  • Process
  • Customer Surveys

Data Visualization

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

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Quality Monitoring software

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!

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Process

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

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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

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Listener Survey logo
Monitoring chatbots and voicebots with CrossCX

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