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Act
Hear the conversations that never reach a survey.
Most unhappy customers never fill in a survey. Some of them tell their followers instead. CX Index listens across social media, forums, blogs and news sites, and puts what it hears into your contact centre, where someone can act.
Public feedback, handled like any other.
A complaint on social media is a case waiting to be opened. Treat it like one.
Why it matters now
Your customers talk in public first.
The loudest feedback is unsolicited.
What customers say to their followers is often more honest than what they say in a survey.
Answer engines are listening too.
Public sentiment shapes what AI tells the next buyer about you. Knowing it is the first step to improving it.
Speed protects the brand.
A spike caught in the first hour is a response. Caught in the first week, it is a crisis.
How it works
Listen. Understand. Respond.
The same loop as the rest of your programme, pointed at the public conversation.
Listen
Keywords, hashtags and brand mentions tracked across social media, forums, blogs and news.
Understand
AI reads sentiment, detects intent and clusters topics so you see what matters.
Respond
Signals trigger alerts, create cases or surveys, and route into contact centre queues.
What you get
A listening post built for enterprise.
One unified dashboard
Social platforms, forums, blogs and news sites tracked in a single place.
AI powered insight
Sentiment analysis, intent detection and topic clustering on every conversation.
Straight into the contact centre
Notifications flow into your contact centre infrastructure so issues get a prompt response.
Dashboards you configure
Focus on the metrics, keywords and hashtags that matter to your business.
History and trends
Historical data and long term patterns for strategic decisions.
Enterprise scale
Large volumes across many channels, regions and languages.
Real product screens. Click any screen to open it full size.
Explore the platform
See it with your own data
Hear what your customers say when you are not asking.
Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly how this works for your programme.