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Feedback has never mattered more.
You are replacing conversations with automation. Every one of those conversations used to tell you something. CX Index puts the customer's voice back in the room, on the channels they use, while they are still there to answer.
Don't leave the customer outside the room.
When AI takes over the conversation, the only reliable way to know it is working is to ask the people on the other end. Get that wrong and you find out in your churn numbers, a year too late.
Why it matters now
Automation changes what you can see.
Fewer conversations, less signal.
Every contact a bot handles is one your team never hears. Without feedback, the automated part of the journey is invisible.
Efficiency is easy to measure. Loyalty is harder.
Handle time and containment tell you what the machine did. Only the customer can tell you whether it worked for them.
Relationships break slowly.
A customer who gives up on a bot rarely complains. They stop coming back. Feedback is how you catch it early.
Channels
Ask on the channel they are already using.
Response rates rise when you ask while the customer is still engaged, on the channel they chose.
What you get
From the question to the fix.
Triggered by the interaction
Surveys fire from Genesys events and your own systems, so the question arrives while the experience is still fresh.
Real time alerts
Critical or negative feedback raises an alert immediately, so someone can act while the customer is still listening.
Close the loop
Follow up automatically after a bad score, so customers see their feedback change something.
A view for every role
Frontline teams, supervisors and executives each see the dashboard that matters to them.
Connected to your systems
Genesys, Salesforce, REST API, SFTP and other leading technologies, so feedback flows into the workflows you already run.
Built for scale
High volumes across many markets and languages, with frequency caps and suppression so nobody gets asked too often.
Real product screens. Click any screen to open it full size.
Explore the platform
Questions
Frequently asked questions.
How do I set up a post call survey on Genesys Cloud CX?
CX Index triggers the survey from the Genesys interaction. The caller can be transferred to an IVR survey at the end of the call, or sent a survey by SMS or email straight afterwards. Every answer is linked to the conversation, the agent and the queue.
Can I run an IVR survey on Genesys Cloud CX?
Yes. Callers answer by keypad or by speech, the transfer happens automatically at the end of the call and customers are selected at random, so agents cannot choose who is surveyed. See our guide to voice and IVR survey design.
How do chat surveys work on Genesys Cloud CX?
The survey appears in the chat window as soon as the conversation ends, or as a link to a short web survey. It works for chats handled by agents and by bots. See our guide to chat survey design.
Which channels can CX Index survey customers on?
Voice and IVR, SMS, WhatsApp, email, chat, web, QR codes and social, all triggered by Genesys interactions or by events from your other systems.
Last updated 29 September 2026
See it with your own data
Put the customer back in the room.
Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly how this works for your programme.