Compare · Medallia
CX Index and Medallia on Genesys Cloud CX, compared.
Medallia is an enterprise experience management platform, and its contact centre feedback product works across several contact centre platforms. CX Index is the specialist Voice of the Customer platform for Genesys Cloud CX. If your contact centre runs on Genesys, this is how the two compare.
A fair comparison, with sources.
Every statement about Medallia below comes from its own published material, linked at the bottom of this page.
Side by side
How CX Index and Medallia work with Genesys Cloud CX.
| CX Index | Medallia | |
|---|---|---|
| Focus | The specialist Voice of the Customer platform for Genesys Cloud CX. Leading retailers also use it well beyond the contact centre, in stores, on websites and apps and across deliveries. | An experience management platform that brings together feedback from online, in person, contact centre and chat. [1] |
| How it connects to Genesys | Built natively on Genesys Cloud CX and listed on the Genesys AppFoundry. Surveys are triggered by the Genesys interaction itself. | Contact centre feedback comes through Mindful Feedback, a product from Mindful, which Medallia owns. It integrates with Genesys Cloud and other contact centre platforms. [2] [3] |
| Set up | Guided onboarding that runs alongside your Genesys build, with no custom integration code to write. | Mindful Feedback surveys are configured as survey interactions in Genesys Cloud, following Medallia documentation. [3] |
| Channels on Genesys | Voice and IVR, outbound IVR, SMS, WhatsApp, Instagram, Facebook, email, chat, website and in app pop ups, kiosks, QR codes and surveys on bots and automated journeys. | IVR, SMS, email and web surveys, with surveys deployed directly from the IVR. [2] |
| Contact centre platforms | Genesys Cloud CX is the focus. CX Index also works with Salesforce, ServiceNow, Zendesk, Five9, Amazon Connect and Zoom Contact Center through the API. | Genesys Cloud, Amazon Connect, Twilio Flex, Five9, Avaya and Talkdesk, among others. [2] |
| Best suited to | Organisations on Genesys Cloud CX that want feedback from every touchpoint, in the contact centre and beyond it, linked to the interaction behind it and live in days. | Organisations comfortable with a professional services engagement and a slower, more considered rollout. |
Numbers in square brackets refer to the sources below. Where a cell has no number, it describes CX Index.
Which one fits
Where each one suits best.
When Medallia may suit you better
You are comfortable with a professional services engagement and you want a slower, more considered rollout.
When CX Index may suit you better
You run Genesys Cloud CX and want feedback from every touchpoint, in the contact centre, in stores, online and across deliveries. You want it built natively around Genesys, live in days and run with a specialist team that knows Genesys.
When you are not sure
Send us the Voice of the Customer section of your RFP. We will go through it with you, row by row, and tell you honestly where we fit.
Sources
Where the information comes from.
- Medallia: Customer Experience
- Mindful Feedback: Voice of Customer for contact centres
- Medallia documentation: Mindful Feedback with Genesys Cloud
Last reviewed 21 October 2026. Information about Medallia is taken from its public material on that date and may have changed since. Medallia is a trademark of its owner. If anything here is out of date, tell us and we will correct it.
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See it with your own data
See CX Index on your own Genesys estate.
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Questions
Frequently asked questions.
What is the best Medallia alternative for Genesys Cloud CX?
For contact centres on Genesys Cloud CX, CX Index is the specialist alternative. It is built natively on Genesys, listed on the Genesys AppFoundry and rated 5.0 on Gartner Peer Insights from 8 reviews and 4.7 on G2 from 12 reviews. CX Index also runs programmes beyond the contact centre, in stores, on websites and apps and across deliveries, and goes live in days. Medallia may suit organisations comfortable with a professional services engagement and a slower, more considered rollout.
How does Medallia work with Genesys Cloud CX?
Medallia offers contact centre feedback through Mindful Feedback, from Mindful, which Medallia owns. It integrates with Genesys Cloud and other contact centre platforms and offers IVR, SMS, email and web surveys.
Can I switch from Medallia to CX Index?
Yes. We can take your existing surveys and questions as the starting point, so your trend lines continue, and run the new programme alongside your Genesys build.