Frequently Asked Questions

The reliability of Speech Analytics depends 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 in order to use them wisely.

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

Automated c Quality Monitoring refers to the use of conversational analytics technologies (including Speech Analytics) to evaluate the quality of customer interactions systematically and at scale, rather than through occasional manual monitoring. In practice, it automates the process of monitoring customer calls or conversations and analyzing their content…

Speech Analytics —also known as speech analytics—is the technology at the heart of automated Quality Monitoring . Definition: “ Speech Analytics is 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…

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.

In theory, one might think that AI is enough and that we could “listen less to our customers.” “That’s not a good approach,” warns one expert— Speech Analytics , on the contrary, should be viewed as a way to improve your ability to listen. …

The success of an automated Quality Monitoring project depends as much on the deployment method as on the technology itself. Here are the key best practices derived from real-world experience and expert recommendations:

Companies that implement automated c Quality Monitoring typically see tangible improvements in their contact center performance. Several types of impact KPIs can be improved 

Speech Analytics For information on internal compliance, legal compliance and personal data, ethics, and transparency, visit this page to gain a solid understanding of these topics as they relate to your project CrossCX

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

Yes, Cross CX is fully compliant with GDPR. Data is hosted in France or on-premise as needed, and the solution includes features for anonymization, access rights management, and retention period control. It adheres to the strictest security standards, which are essential for sensitive customer relationship data.

Cross CX goes far beyond standard contact center tools. Unlike simple recording modules or basic scoring/tagging features built into call center engagement or telephony solutions, Cross CX offers a comprehensive omnichannel analytics solution, AI trained on real-world cases, digital/CRM/telephony connectors that cover all your CX tools and channels, and a “comprehensive CX platform” approach with an integrated training module, dashboards, alerts, and automated action plans. The configuration capabilities for your manual or automated QM grids are far more advanced, and platform administrators have significantly greater autonomy. Furthermore, a vendor for whom this is the core business typically has a more robust and sustainable roadmap.

Cross CX helps companies improve their customer relationships and team performance. The solution identifies friction points in interactions, measures compliance, analyzes emotions (sentiment analysis), centralizes customer feedback (Voice of the Customer), and automatically triggers corrective actions or training. It is a key tool for managing the customer experience at scale.

Cross CX is designed for companies with a structured customer service department or contact center, regardless of industry. It is used by major players in banking, telecommunications, media, retail, and insurance. Whether you’re a quality manager, customer experience director, or operations supervisor, Cross CX provides the tools to track, understand, and improve every customer interaction.

Cross CX is a French platform specializing in automated Quality Monitoring , and Speech Analytics. It enables contact centers and customer service departments to automatically analyze conversations (voice, chat, email, etc.) and feedback from customers and employees to assess quality, understand customer sentiment, and improve the overall experience. Cross CX combines artificial intelligence, semantic analysis, customer feedback, agent training, and automated actions.

The Cross CX platform relies on real-time integration with cutting-edge AI. It combines its own engine with those of specialized partners to deliver highly accurate multilingual transcription and advanced semantic analysis (detection of positive/negative emotions, key phrases, etc.)​.

Cross CX stands out for its well-designed user experience. Customer feedback confirms the tool’s simplicity and versatility: teams can record calls and apply their evaluation rubrics with ease, thanks to an intuitive interface. Users particularly appreciate how intuitive …

Cross CX : The platform was designed from the ground up to be omnichannel. Cross CX centralizes all your customer interactions, whether they’re voice recordings, emails, chats, reviews, or social media posts. The AI scans these multichannel conversations and feedback in real time to extract useful insights …

Cross CX is, at its core, an open platform. There are numerous connectors available to integrate the solution with your telecom tools (call centers, cloud-based contact center solutions) and your CRM tools. In practice, Cross CX easily connects all your tools and centralizes day-to-day customer interactions…

Cross CX offers full openness through its APIs and integration tools. Powerful Cross-CX APIs have been created to interact with the platform, as well as technical modules such as GetDATA (in-house ETL for importing third-party data), SenDATA (generation of XLS exports and reports), and FlagDATA …

Customization is one of Cross CX’s key strengths. The tool allows you to fully customize assessment methods, rating scales, and related workflows. Specifically, you can configure your own criteria …

Reporting is at the heart of Cross CX’s offering. The platform provides state-of-the-art quality reports, featuring 360° analyses that combine all channels. It includes advanced reports that enable exploration and alerts regarding service quality, as well as …

As a European company, Cross CX natively integrates GDPR ( GDPR ) compliance into its platform. In practical terms, this means that every individual can, at any time, access their data, correct it, or request its deletion, and the tool supports these actions. Features for anonymizing personal data are …

The Cross CX solution has opted for real-time analysis. Thanks to the latest advancements in Speech Analytics , and AI, data from all your channels can be scanned automatically and in real time. In practice, this means that as soon as a conversation is in progress or has just ended, insights are available: a score of …

Cross CX emphasizes tailored support and its hands-on experience. The team is accustomed to rapid deployment at client sites: they transform features into concrete solutions tailored to YOUR needs, often in just 4 weeks. This agility is the result of….

Cross CX has opted for a comprehensive, modular solution. In addition to the automated " Quality Monitoring " and " Speech Analytics" features, the platform natively integrates Customer Voice modules (surveys, feedback) and training/LMS modules for agents, all managed through a shared 360° " CRM Dataviz ." This wealth of functionality …

Recognizing this challenge, Cross CX natively integrates corrective action management and links it to training. The Cross CX “ Quality Monitoring ” module makes it easy to manage action plans following assessments. For example, if the AI …

In terms of ROI, Cross CX highlights concrete results observed among its clients. In a white paper, the team notes that the automated “ Quality Monitoring ” approach has, in just a few months, improved compliance, customer satisfaction, and agent performance…

Quality Monitoring, or QM, is the process by which a contact center or customer service department evaluates the quality of interactions between its agents and customers. Evaluators or supervisors listen to or read a sample of calls, emails, or chats and rate them using a set of criteria defined by the company. The results are used to measure compliance, standardize practices, coach agents, and track quality over time.

Quality Monitoring software centralizes the entire quality management system: collecting interactions across all channels, sampling, evaluation grids, entering evaluations, history, reporting, and corrective actions. It replaces scattered files and untraced call monitoring with a consistent and measurable process. With Listener QM, quality managers track performance by agent, team, channel, and time period, and turn each evaluation into coaching or training.

The system follows a regular cycle. Voice, email, and chat interactions are first collected and archived via the platform’s connectors. The sampler then selects the conversations to be evaluated based on defined rules (team, agent, reason, time period) and quotas per evaluator. Each interaction is evaluated using the company’s quality rubric, then debriefed with the agent. The results are incorporated into quality reports and, if necessary, trigger an improvement plan, corrective action, or training. The cycle repeats in the next period to measure progress.

Manual " Quality Monitoring " relies on evaluators or supervisors assessing a sample of interactions. Automated " Quality Monitoring " applies quality criteria using AI to a much larger volume of interactions—up to 100% of them. Both approaches can be combined in " CrossCX."

Listener QM evaluates calls (voice), emails, chats and messaging, social media interactions, and, more broadly, any interaction centralized within the platform via the following connectors CrossCX. Customer reviews and surveys collected using Listener Survey can be cross-referenced with the evaluations. Conversations handled by chatbots, voicebots, or AI agents can also be evaluated using the same rubric as that for customer service representatives.

No. The " Quality Monitoring " provides structure and input for coaching; it does not replace it. The evaluation objectively assesses what happened during the interaction; the debrief between the supervisor and the counselor explains why and determines the next steps. In " Listener QM," each evaluation can lead to a debrief, a progress plan, a corrective action, or training " Listener LMS," and the counselor is notified of this in their dashboard and on the mobile app.