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CrossCX
crosscx.com
What it is
CrossCX analyzes customer interactions and links the resulting insights to actions across human and AI service channels. Its modules cover quality monitoring, speech analytics, CX data visualization, surveys, online training and data management, and can be implemented or purchased separately. 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 also offers customer and employee surveys and tailored training paths through a branded portal. More than 25 ready-to-use connectors are listed, including Genesys, Salesforce, Zendesk, Cisco, Avaya and Teams. Generative AI connectors integrate GPT, Claude and Gemini. Deployment options include SaaS, on-premise and private cloud. Pricing is quote-based and depends on monthly conversation volume and channels.
Spec sheet
- Purpose
- CrossCX analyzes customer interactions and links insights to actions to improve customer experience across human and AI channels.Read 7 Oct 2026 · crosscx.com
- 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.Read 7 Oct 2026 · crosscx.com
- Deployment
- CrossCX offers SaaS and on-premise deployment, including hosting in France or deployment in a data center or private cloud.Read 7 Oct 2026 · crosscx.com
- Integrations
- The site lists more than 25 ready-to-use connectors and names Genesys, Salesforce, Zendesk, Cisco, Avaya, and Teams.Read 7 Oct 2026 · crosscx.com
- Security
- CrossCX states data flows use TLS 1.3 and OAuth2 and have timestamped access logs that make transactions traceable and auditable.Read 7 Oct 2026 · crosscx.com
- Privacy
- CrossCX describes automatic anonymization for personal data in transcripts and recordings, including IBANs, names, addresses, and phone numbers.Read 7 Oct 2026 · crosscx.com
- Support
- The company says each client has a dedicated account manager familiar with their setup and industry.Read 7 Oct 2026 · crosscx.com
- Headquarters
- Paris, FranceRead 28 Sep 2026 · crosscx.com
- Founded
- 2015Read 28 Sep 2026 · crosscx.com
- APIs and ETL
- CrossCX provides documented APIs with secure tokens and real-time webhooks, plus an ETL tool for configuring data pipelines without coding.Read 7 Oct 2026 · crosscx.com
- Company history
- CrossCX was launched in 2015 under the name Cross-CRM by Customer Square, a French company founded in 2009.Read 7 Oct 2026 · crosscx.com
- 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.Read 7 Oct 2026 · crosscx.com
- 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.Read 7 Oct 2026 · crosscx.com
- Generative AI
- Generative AI connectors integrate GPT, Claude, and Gemini for summaries, suggestions, and automated actions.Read 7 Oct 2026 · crosscx.com
- Hosting
- CrossCX describes SaaS, on-premises, and private-cloud hosting options, including PCI DSS hosting and hosting by an authorized health-data host.Read 7 Oct 2026 · crosscx.com
- Modular platform
- CrossCX says its modules can be implemented independently and purchased separately.Read 7 Oct 2026 · crosscx.com
- 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.Read 7 Oct 2026 · crosscx.com
- Privacy and security
- The site describes GDPR compliance, anonymization, access controls, retention controls, and time-stamped audit logs.Read 7 Oct 2026 · crosscx.com
- Publisher
- Customer Square develops CrossCX; the company says it was founded in 2009 and launched the software in 2015 as Cross-CRM.Read 7 Oct 2026 · crosscx.com
- Quality monitoring
- Listener QM supports customizable evaluation grids, manual evaluations, agent self-evaluations, and evaluation history.Read 7 Oct 2026 · crosscx.com
- Speech analytics
- Cross-Mining transcribes conversations and provides sentiment analysis, categorization, AI-generated summaries, and translation.Read 7 Oct 2026 · crosscx.com
- Surveys and training
- The platform includes customer and employee surveys, plus tailored training paths delivered through a branded portal.Read 7 Oct 2026 · crosscx.com
- 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.Read 7 Oct 2026 · crosscx.com
Strong points and limits
Strong points
- Modules can be implemented independently
- Analyzes voice, email and chat conversations
- Supports more than 30 languages
- Offers SaaS, on-premise and private-cloud deployment
Limits
- Pricing is available on request
- Designed for structured service teams or contact centers
Who it suits
CrossCX is intended for companies with structured customer service departments or contact centers, including quality, customer experience and operations teams. Its separate modules and hosting choices may suit organizations with specific deployment requirements.
Verdict
CrossCX combines interaction analysis with quality monitoring, surveys and training, with modules available separately. Organizations will need a quote based on their conversation volume and channels.
Where Specifiction places it
- Customer Experience Management Software#14 of 347.7
