Freedom251 › Customer Experience Management Software
CrossCX
What CrossCX is
CrossCX analyzes customer interactions and links the resulting insights to actions across human and AI service 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, surveys, training, and data management, and can be deployed independently or together. Listener QM assesses 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, 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. Pricing is on request.
Who it suits
CrossCX suits organizations with established customer service departments or contact centers, especially quality, CX, and operations teams. Its modular setup can fit teams seeking selected capabilities or a broader collection of service tools.
What it does well
- Modules can be purchased and implemented separately.
- Cross-Mining supports more than 30 languages.
- More than 25 ready-to-use connectors are listed.
- SaaS, on-premises, and private-cloud deployment options.
- Read-only data connections are the default.
What to know first
- Pricing is available on request only.
- No free trial period is stated.
Limits
Pricing depends on monthly conversation volume and channels. Data connections are read-only by default; writing calculated data to a chosen database requires optional FlagDATA.
Getting started
- Visit the CrossCX website.
- Choose SaaS, on-premise, or private-cloud deployment.
- Select the modules to implement; modules can be used separately or together.
- Request a quote based on monthly conversation volume and channels.
- Connect telephony, CRM, or CCaaS data using the documented APIs, connectors, or ETL tool.
Verdict
CrossCX brings interaction analysis, quality monitoring, surveys, training, and data tools into a modular platform for structured service teams. Buyers should request pricing and confirm which modules and deployment option meet their needs.
Questions
How is CrossCX priced?
Pricing is quote-based and depends on monthly conversation volume and channels.
What deployment options does CrossCX offer?
It offers SaaS, on-premise, and private-cloud deployment, including hosting in France.
Can CrossCX modules be bought separately?
Yes. Modules can be implemented independently and purchased separately, or used together.
Which integrations does CrossCX list?
It lists more than 25 ready-to-use connectors, including Genesys, Salesforce, Zendesk, Cisco, Avaya, and Teams.
Who develops CrossCX?
Customer Square develops CrossCX. The French company was founded in 2009 and launched the software in 2015 as Cross-CRM.
Can CrossCX write to a customer database?
Connections to telephony, CRM, and CCaaS data are read-only by default. Optional FlagDATA can write calculated data to a database selected by the customer.
Facts from CrossCX's own pages
- 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, 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, 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, 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, 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, 7 Oct 2026
- Founded
- 2015 · crosscx.com, 28 Sept 2026
- Generative AI
- Generative AI connectors integrate GPT, Claude, and Gemini for summaries, suggestions, and automated actions. · crosscx.com, 7 Oct 2026
- Headquarters
- Paris, France · crosscx.com, 28 Sept 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, 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, 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, 7 Oct 2026
- Modular platform
- CrossCX says its modules can be implemented independently and purchased separately. · crosscx.com, 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, 7 Oct 2026
- Privacy
- CrossCX describes automatic anonymization for personal data in transcripts and recordings, including IBANs, names, addresses, and phone numbers. · crosscx.com, 7 Oct 2026
- Privacy and security
- The site describes GDPR compliance, anonymization, access controls, retention controls, and time-stamped audit logs. · crosscx.com, 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, 7 Oct 2026
- Purpose
- CrossCX analyzes customer interactions and links insights to actions to improve customer experience across human and AI channels. · crosscx.com, 7 Oct 2026
- Quality monitoring
- Listener QM supports customizable evaluation grids, manual evaluations, agent self-evaluations, and evaluation history. · crosscx.com, 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, 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. · crosscx.com, 7 Oct 2026
- Support
- The company says each client has a dedicated account manager familiar with their setup and industry. · crosscx.com, 7 Oct 2026
- Surveys and training
- The platform includes customer and employee surveys, plus tailored training paths delivered through a branded portal. · crosscx.com, 7 Oct 2026
- 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. · crosscx.com, 7 Oct 2026