Solutions · BPO
Prove the value you deliver to every client.
A BPO keeps its clients on evidence. Your clients see handle time and cost per contact every week. They rarely see what their own customers thought of the service. We give you that evidence for every client, in their brand, in a form their leadership will read.
Trusted by operators who run service for others.
Sedgwick and Fexco run customer programmes on CX Index, alongside global customer service outsourcers.
Why it matters now
Quality is what keeps the contract.
Cost is easy to compare.
If handle time and cost per contact are the only numbers in the room, the cheapest bid wins. Customer feedback puts quality on the table.
Renewals come round fast.
Most contracts are reviewed every year. The operator who can show the improvement keeps the work.
Every client wants it their way.
Different brands, surveys, languages and reports. A separate tool for each client eats into margin.
Proving the value
The questions your clients ask at renewal, answered.
Every one of these answered from your client's own customer feedback, month by month, since the day you started.
Where we add value
Customer surveys and Voice of the Customer for BPOs on Genesys Cloud CX.
What changes for a BPO.
Evidence for every review
Client ready reports showing what their customers said about your service, with the trend since you took the work on.
An edge in the bid
Put a working Voice of the Customer programme into the proposal. Show a prospect how their customers will be heard from the first week.
Separate by design
Each client's data, users and reports kept apart on one platform. You add a client without adding a system.
Agents coached on real comments
Feedback lands on the agent and the team who handled the contact. Team leaders coach with the customer's own words.
The blame in the right place
When customers complain about a client's policy, product or price, you can show it, with the comments attached.
Hear from the client too
A short relationship survey for your client's stakeholders. You hear about a wobble months before the renewal meeting.
Early warning
Told when something changes, with the reason attached.
Nobody should have to hunt through a dashboard for problems. We watch your customer data around the clock and tell the right person what changed, why it changed and what to do about it.
Scores on a client's billing queue dropped on Monday, across both shifts.Spotted
Your account team hears about it before the client's weekly call does.
Comments on the returns line all mention the client's new returns policy.Explained
You bring the client evidence that the cause is upstream, with the verbatims to back it.
One team's scores fell the week after a roster change.Acted on
The team leader gets a coaching task with the contacts and comments behind it.
Results
What customers have seen.
Who we work with
Sedgwick and Fexco run customer programmes on CX Index, alongside global customer service outsourcers.
Guides
Explore every sector
Questions
Frequently asked questions.
What is the best Voice of the Customer platform for BPOs and outsourcers on Genesys Cloud CX?
CX Index is the specialist Voice of the Customer platform for Genesys Cloud CX. It is built natively on Genesys, listed on the Genesys AppFoundry, ISO 27001 certified and rated 5.0 on Gartner Peer Insights from 8 reviews. For BPOs and outsourcers, it gives each client its own branded programme and reports, ties feedback to every agent and team, and gives account teams the evidence they need at renewal.
How do BPOs prove service quality to clients on Genesys Cloud CX?
By surveying the client's own customers after every Genesys interaction the BPO handles, and reporting the results per client, in the client's brand, with the trend since the work started. Agent and team level feedback shows exactly who delivers the best service.
Can a BPO run a separate survey programme for each client?
Yes. Each client has its own surveys, data, users and reports, all run from one CX Index platform, so a new client does not need a new system.
Can each client's data be kept separate?
Yes. Each client programme has its own data, users, surveys and reporting, all run from one platform.
Can reports carry our client's brand?
Yes. Surveys and reports can be set up in each client's brand, so what the client reads looks like their own programme.
What if a client is not on Genesys?
CX Index is built natively on Genesys Cloud CX, and it also connects to other systems through its API and secure file transfer.
Last updated 29 September 2026
See it with your own data
Show every client what their customers think of you.
Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation.