CrossCX vs Qualtrics

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.

Qualtrics provides survey tools and an experience-management platform called XM Data & AI, which combines experience data with human context to support decisions and outcomes. Its free Qualtrics Surveys account is for one user and allows three active surveys, 30 questions per survey and 500 total responses. It includes skip, display and branch logic. The Strategic Research plan costs $420.00 per month, billed as $5,040 annually, for 1,000 responses shared across users; it also supports unlimited users and surveys, and includes 23 question types. A 30-day Strategic Research trial provides access to most premium features, with some restrictions; without an upgrade, it downgrades to the free account. Paid plans include more than 20 guided research solutions and advanced analysis such as crosstabs, statistical tools and generative-AI video summaries. Surveys support more than 70 languages, while dashboards support 24. Data exports include CSV, TSV, Excel and SPSS, among other formats. Qualtrics offers API access. Its Strategic Research Custom plan is for enterprise organizations needing higher response volumes, with pricing based on interactions and 5,000 or more responses.