CrossCX
CrossCX analyzes customer interactions and links insights to actions across human and AI channels.
What CrossCX is
CrossCX analyzes customer interactions and links insights to actions across human and AI channels. It is designed for companies with structured customer service departments or contact centers, including quality, customer experience, and operations teams. Its modules cover quality monitoring, speech analytics, CX data visualization, customer and employee surveys, online training, and data management; modules can be used separately or together. Listener QM evaluates human advisors and AI agents manually, with assistance, or automatically. Cross-Mining transcribes, categorizes, summarizes, and measures sentiment in voice, email, and chat conversations, supporting more than 30 languages. The platform lists more than 25 ready-to-use connectors, including Genesys, Salesforce, Zendesk, Cisco, Avaya, and Teams. Generative AI connectors bring in GPT, Claude, and Gemini for summaries, suggestions, and automated actions. Deployment options include SaaS, on-premise, and private cloud, including hosting in France. CrossCX describes GDPR, anonymization, access and retention controls, and timestamped audit logs. Connections are read-only by default; optional FlagDATA can write calculated data to a customer-selected database. Pricing is quote-based and depends on monthly conversation volume and channels.
Good
- Evaluates human advisors and AI agents
- Analyzes voice, email, and chat in over 30 languages
- Modules can be implemented independently
- Offers SaaS, on-premise, and private-cloud deployment
Watch out
- Pricing is quote-based
- No free trial period is stated
Who it suits
CrossCX suits organizations with structured customer service teams or contact centers that need interaction analysis, quality monitoring, or training tools. Its modular setup may fit teams that want to deploy or purchase capabilities individually.
Verdict
CrossCX covers interaction analysis, quality management, surveys, and training, with modular use and several deployment options. Teams should request a quote based on their conversation volume and channels.
The facts
Each one read from CrossCX's own pages, with the date it was checked.
What it does
- APIs and ETL
- CrossCX provides documented APIs with secure tokens and real-time webhooks, plus an ETL tool for configuring data pipelines without coding.checked 7 Oct 2026
- Data connection
- CrossCX says it monitors telephony, CRM, and CCaaS data in read-only mode by default; optional FlagDATA can write calculated data to a database selected by the customer.checked 7 Oct 2026
- Data connections
- CrossCX says connections are read-only by default and use TLS 1.3 and OAuth2 tokens; optional FlagDATA can write calculated data to a chosen database.checked 7 Oct 2026
- Deployment
- CrossCX offers SaaS and on-premise deployment, including hosting in France or deployment in a data center or private cloud.checked 7 Oct 2026
- Generative AI
- Generative AI connectors integrate GPT, Claude, and Gemini for summaries, suggestions, and automated actions.checked 7 Oct 2026
- Hosting
- CrossCX describes SaaS, on-premises, and private-cloud hosting options, including PCI DSS hosting and hosting by an authorized health-data host.checked 7 Oct 2026
- Integrations
- The site lists more than 25 ready-to-use connectors and names Genesys, Salesforce, Zendesk, Cisco, Avaya, and Teams.checked 7 Oct 2026
- Intended users
- CrossCX says it is for companies with a structured customer-service department or contact center, including quality managers, customer-experience directors, and operations supervisors.checked 7 Oct 2026
- Modules
- The platform includes quality monitoring, speech analytics, CX data visualization, customer surveys, online training, and data management modules, which can be used individually or together.checked 7 Oct 2026
- Privacy
- CrossCX describes automatic anonymization for personal data in transcripts and recordings, including IBANs, names, addresses, and phone numbers.checked 7 Oct 2026
- Privacy and security
- The site describes GDPR compliance, anonymization, access controls, retention controls, and time-stamped audit logs.checked 7 Oct 2026
- Publisher
- Customer Square develops CrossCX; the company says it was founded in 2009 and launched the software in 2015 as Cross-CRM.checked 7 Oct 2026
- Purpose
- CrossCX analyzes customer interactions and links insights to actions to improve customer experience across human and AI channels.checked 7 Oct 2026
- Quality monitoring
- Listener QM supports customizable evaluation grids, manual evaluations, agent self-evaluations, and evaluation history.checked 7 Oct 2026
- Security
- CrossCX states data flows use TLS 1.3 and OAuth2 and have timestamped access logs that make transactions traceable and auditable.checked 7 Oct 2026
- Speech analytics
- Cross-Mining transcribes, categorizes, summarizes, and measures sentiment in voice, email, and chat conversations; the site says it supports more than 30 languages.checked 7 Oct 2026
- Support
- The company says each client has a dedicated account manager familiar with their setup and industry.checked 7 Oct 2026
- Surveys and training
- The platform includes customer and employee surveys, plus tailored training paths delivered through a branded portal.checked 7 Oct 2026
The company
- Company history
- CrossCX was launched in 2015 under the name Cross-CRM by Customer Square, a French company founded in 2009.checked 7 Oct 2026
- Founded
- 2015checked 28 Sep 2026
- Headquarters
- Paris, Francechecked 28 Sep 2026
Where it runs
- Modular platform
- CrossCX says its modules can be implemented independently and purchased separately.checked 7 Oct 2026
Money
- Trial and pricing
- The AI-agent evaluation page says pricing is quote-based and depends on monthly conversation volume and channels; it describes a one-time audit delivered in three weeks but does not state a trial period.checked 7 Oct 2026
