Compare · Qualtrics
CX Index and Qualtrics on Genesys Cloud CX, compared.
Qualtrics is a broad experience management platform used across customer, employee and market research. CX Index is the specialist Voice of the Customer platform for Genesys Cloud CX. If your feedback programme runs mainly through a Genesys contact centre, this is how the two compare.
A fair comparison, with sources.
Every statement about Qualtrics below comes from its own published material, linked at the bottom of this page.
Side by side
How CX Index and Qualtrics work with Genesys Cloud CX.
| CX Index | Qualtrics | |
|---|---|---|
| Focus | The specialist Voice of the Customer platform for Genesys Cloud CX. Also used well beyond the contact centre, in stores, on websites and apps and across deliveries, and for employee experience surveys. | An experience management platform with a Genesys Cloud integration. [3] |
| 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. | Event based. Genesys sends interaction data to a Qualtrics endpoint through a Web Services Data Actions integration, authenticated with an API token. [1] |
| Set up | Guided onboarding that runs alongside your Genesys build, with no custom integration code to write. | Needs Genesys admin access, OAuth client credentials and a Qualtrics API token. Qualtrics notes that response workflows need programming knowledge. [1] |
| 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. | Post interaction feedback requests by email, SMS and chat. [2] |
| Who supports the integration | CX Index supports the Genesys integration end to end, with Genesys partners. | Qualtrics states that custom coding features are provided as is, without assistance from its support team. [1] |
| 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 with in house Qualtrics expertise, or a professional services engagement to build and maintain the Genesys integration. |
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 Qualtrics may suit you better
You have in house Qualtrics expertise, or you are comfortable with a professional services engagement to build and maintain the Genesys integration.
When CX Index may suit you better
You run Genesys Cloud CX and want feedback from every touchpoint, in the contact centre and beyond it, triggered natively by Genesys interactions on every channel including bots. You want it live in days, with a team that supports the integration for you.
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.
- Qualtrics support: Integrating with Genesys
- Qualtrics Marketplace: Genesys Cloud Integration
- Qualtrics: experience management platform
Last reviewed 21 October 2026. Information about Qualtrics is taken from its public material on that date and may have changed since. Qualtrics is a trademark of its owner. If anything here is out of date, tell us and we will correct it.
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Questions
Frequently asked questions.
What is the best Qualtrics 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 and goes live in days. Qualtrics may suit organisations with in house Qualtrics expertise, or a professional services engagement to build and maintain the Genesys integration.
How does Qualtrics connect to Genesys Cloud CX?
According to Qualtrics documentation, Genesys sends interaction data to a Qualtrics endpoint through a Web Services Data Actions integration, which then triggers the survey. Set up needs Genesys admin access, OAuth credentials and a Qualtrics API token.
Can I switch from Qualtrics 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.