About CX Index
CX Index is a voice of the customer software from Feedback Analytics that supports insights collection on Genesys Cloud CX. It provides cloud-first capabilities, a help center, and quantifiable ROI analysis so organizations can measure customer satisfaction effectively. The tool is trusted by leading brands and has demonstrated a 33% increase in NPS among its users, showcasing its effectiveness in improving customer use strategies. CX Index facilitates actionable insights and helps businesses understand customer feedback in real-time. Key capabilities: cloud-first help center ROI analysis NPS improvement customer success stories Best for: organizations using Genesys Cloud CX that need to measure and analyze customer satisfaction.
CX Index by Feedback Analytics is a robust customer experience software solution designed to transform how organizations capture, analyze, and act on customer feedback. The software’s primary purpose is to help businesses improve customer satisfaction and loyalty through real-time insights, data-driven decision-making, and actionable analytics. At its core, CX Index allows organizations to measure customer sentiment using key metrics like Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES). It also incorporates advanced analytics capabilities such as sentiment analysis, root cause identification, and predictive modeling, which make it particularly valuable for organizations aiming to understand the "why" behind customer feedback and take proactive steps. The user interface of CX Index is sleek and professional, emphasizing clarity and functionality. The dashboard is well-organized, presenting key metrics and customer feedback data in a visually intuitive layout. Navigation is straightforward, with well-labeled tabs and menus that allow users to easily switch between different areas of focus—such as survey management, analytics, and performance tracking.
Pros & Cons
- AI-Powered Insights: Leverages advanced AI (NLP, sentiment analysis) to extract deep and actionable insights from customer feedback.
- Omnichannel Feedback: Gathers feedback across all customer touchpoints for a comprehensive view.
- Actionable Case Management: Facilitates turning feedback into direct action and issue resolution.
- Strong Reporting & Dashboards: Provides flexible and intelligent reporting for various stakeholders.
- Proven Results: Highlights quantifiable successes from case studies (e.g., NPS increase, reduced churn).
- Smart Onboarding & Support: Promises faster time-to-value and strong customer service.
- Strong Genesys Dependency: While a pro for Genesys users, it implies less versatility or optimized performance for businesses not using Genesys.
- Limited Public Pricing: Pricing details are not available on the provided page, requiring a demo or trial to learn more.
- General Feature Descriptions: While features are listed, the descriptions are high-level marketing points rather than detailed technical specifications.
Features
Key features
Architected specifically for Genesys, allowing seamless integration with Genesys Cloud CX for a unified customer experience management system.
Gathers customer feedback across all channels (surveys, web, mobile, email, SMS, social media, voice) to increase response rates and provide a holistic view.
Utilizes AI to analyze text and human language from customer feedback, extracting deep insights and understanding sentiment.
Leverages cutting-edge AI innovations to unlock the full potential of customer feedback, focusing on improving customer experience results.
Transforms feedback into actionable tasks by triggering and managing cases directly within the Genesys environment to resolve customer issues effectively.
Provides intuitive, interactive dashboards and customizable reports for all stakeholders, offering real-time insights into CX performance.
A streamlined onboarding process, shaped by years of VoC delivery, designed for faster time-to-value with less coordination overhead.
Additional features
Collects authentic customer feedback from various channels, including surveys, web, mobile apps, email, SMS, voice, and social media.
Analyzes human language to understand and interpret customer feedback.
Determines the tone and sentiment of customer comments.
Employs AI to identify trends, patterns, and actionable insights from large datasets.
Focuses on leveraging AI for comprehensive customer feedback analysis.
Allows for the triggering, monitoring, filtering, analysis, review, and response to customer issues without leaving the Genesys environment.
Facilitates a quick and efficient setup process.
Creates intelligent and customizable dashboards and reports for various stakeholders.
Aims to capture authentic customer feedback across all channels for a full understanding of customer feelings.
Combines feedback with metadata from Genesys to enable data-driven decisions.
Strengthens customer relationships, increases loyalty, and drives business growth.
Monitors and manages social media analytics and interactions, capturing brand mentions and discussions on relevant keywords.
(Implied by listing under "Product") Likely a feature to encourage public recommendations from satisfied customers.
(Implied by listing under "Product") Suggests the ability to manage campaigns via WhatsApp.
Ensures data is securely hosted and protected, with compliance to necessary standards (e.g., government-grade security, data sovereignty).
Offers tools to improve internal performance and job satisfaction (as mentioned in public sector context).
Provides aesthetically engaging, configurable, and responsive feedback forms that can be presented in any language.
Helps automatically design surveys with pre-determined questions.
(Mentioned in brochure for Genesys Cloud) Rewards small, measurable goals to increase agent engagement and productivity.
Provides measurable feedback to celebrate successes and improve performance.
Deep, native integration with the Genesys platform.
Amalgamates feedback with data from a range of third-party sources for more meaningful results.
Provides insights against industry peers to identify strengths and weaknesses.
Available on the AppFoundry.
Pricing
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About CX Index
CX Index is a voice of the customer software from Feedback Analytics that supports insights collection on Genesys Cloud CX. It provides cloud-first capabilities, a help center, and quantifiable ROI analysis so organizations can measure customer satisfaction effectively. The tool is trusted by leading brands and has demonstrated a 33% increase in NPS among its users, showcasing its effectiveness in improving customer use strategies. CX Index facilitates actionable insights and helps businesses understand customer feedback in real-time. Key capabilities: cloud-first help center ROI analysis NPS improvement customer success stories Best for: organizations using Genesys Cloud CX that need to measure and analyze customer satisfaction.
CX Index Details
CX Index's In-App Market Place
Does CX Index have an in-app market place?
Yes
How many Mini-Apps in the marketplace?
1
Mini Apps
N/A
Pricing Options
Accepted Payment Currencies
USD ($), EUR (€), GBP (£), AUD ($), CAD ($), JPY (¥), CNY (¥), INR (₹), BRL (R$)
Pros & Cons
- AI-Powered Insights: Leverages advanced AI (NLP, sentiment analysis) to extract deep and actionable insights from customer feedback.
- Omnichannel Feedback: Gathers feedback across all customer touchpoints for a comprehensive view.
- Actionable Case Management: Facilitates turning feedback into direct action and issue resolution.
- Strong Reporting & Dashboards: Provides flexible and intelligent reporting for various stakeholders.
- Proven Results: Highlights quantifiable successes from case studies (e.g., NPS increase, reduced churn).
- Smart Onboarding & Support: Promises faster time-to-value and strong customer service.
- Strong Genesys Dependency: While a pro for Genesys users, it implies less versatility or optimized performance for businesses not using Genesys.
- Limited Public Pricing: Pricing details are not available on the provided page, requiring a demo or trial to learn more.
- General Feature Descriptions: While features are listed, the descriptions are high-level marketing points rather than detailed technical specifications.
CX Index's Support Options
Email Address
support@cxindex.comContact
+353 1 4370899CX Index's Alternatives
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