CrossCX
Paris, France
What it is
CrossCX analyzes customer interactions and connects what it finds to actions intended to improve customer experience across human and AI channels. Its modules cover quality monitoring, speech analytics, CX data visualization, customer surveys, online training and data management; customers can use them individually or together. Listener QM evaluates human advisors and AI agents manually, with assistance or automatically. Cross-Mining transcribes, categorizes and summarizes voice, email and chat conversations, and measures sentiment across more than 30 languages. The platform also offers customer and employee surveys, tailored training paths through a branded portal, and more than 25 ready-to-use connectors, including Genesys, Salesforce, Zendesk, Cisco, Avaya and Teams. Generative AI connectors use GPT, Claude and Gemini for summaries, suggestions and automated actions. Deployment options include SaaS, on-premises and private cloud. CrossCX describes GDPR, anonymization, access, retention and audit-log controls. It is designed for companies with structured customer service departments or contact centers. Pricing is available on request.
For and against
For
- Modules can be implemented and purchased separately.
- Evaluates both human advisors and AI agents.
- Analyzes voice, email and chat in over 30 languages.
- Offers SaaS, on-premises and private-cloud deployment.
- Lists more than 25 ready-to-use connectors.
Against
- Pricing is available only on request.
- No trial period is stated.
The verdict
CrossCX brings interaction analysis, quality monitoring, surveys and training into a modular customer experience platform. Its deployment choices and range of connectors are useful considerations for contact-center teams, while pricing requires a request.
Who it suits
CrossCX suits companies with structured customer service departments or contact centers, especially quality, CX and operations teams. Its separate modules may suit organizations looking for specific capabilities as well as those seeking a broader platform.
On the record
- APIs and ETL
- CrossCX provides documented APIs with secure tokens and real-time webhooks, plus an ETL tool for configuring data pipelines without coding.crosscx.com · read 7 Oct 2026
- Company history
- CrossCX was launched in 2015 under the name Cross-CRM by Customer Square, a French company founded in 2009.crosscx.com · read 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.crosscx.com · read 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.crosscx.com · read 7 Oct 2026
- Deployment
- CrossCX offers SaaS and on-premise deployment, including hosting in France or deployment in a data center or private cloud.crosscx.com · read 7 Oct 2026
- Generative AI
- Generative AI connectors integrate GPT, Claude, and Gemini for summaries, suggestions, and automated actions.crosscx.com · read 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.crosscx.com · read 7 Oct 2026
- Integrations
- The site lists more than 25 ready-to-use connectors and names Genesys, Salesforce, Zendesk, Cisco, Avaya, and Teams.crosscx.com · read 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.crosscx.com · read 7 Oct 2026
- Modular platform
- CrossCX says its modules can be implemented independently and purchased separately.crosscx.com · read 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.crosscx.com · read 7 Oct 2026
- Privacy
- CrossCX describes automatic anonymization for personal data in transcripts and recordings, including IBANs, names, addresses, and phone numbers.crosscx.com · read 7 Oct 2026
- Privacy and security
- The site describes GDPR compliance, anonymization, access controls, retention controls, and time-stamped audit logs.crosscx.com · read 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.crosscx.com · read 7 Oct 2026
- Purpose
- CrossCX analyzes customer interactions and links insights to actions to improve customer experience across human and AI channels.crosscx.com · read 7 Oct 2026
- Quality monitoring
- Listener QM supports customizable evaluation grids, manual evaluations, agent self-evaluations, and evaluation history.crosscx.com · read 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.crosscx.com · read 7 Oct 2026
- Speech analytics
- Cross-Mining transcribes conversations and provides sentiment analysis, categorization, AI-generated summaries, and translation.crosscx.com · read 7 Oct 2026
