Solutions · Technology
Support is part of the product.
For software, telecoms and technology businesses, the support experience decides renewals as much as the features do. We tie customer feedback to accounts, products and releases, so product, support and customer success work from the same evidence.
Used by technology and telecoms businesses.
Programmes running for telecoms, cloud and IT services providers.
Why it matters now
Churn shows up in support long before the cancellation.
Renewals are decided in support.
A customer who struggles to get help starts looking around months before the contract ends.
Releases change sentiment overnight.
A new version or a changed plan can move scores in a day. You need to know which change did it.
One account has many voices.
In business accounts the buyer, the admin and the daily user all see something different.
Where we add value
Customer surveys and Voice of the Customer for technology and telecoms on Genesys Cloud CX.
What changes for your support and success teams.
Account health from real feedback
Scores and comments rolled up by account, with the renewal date alongside.
Release impact in plain view
Feedback tagged to the version and the product area, so product teams see what a release did to customers.
Bots measured on resolution
Containment tells you the bot ended the conversation. We ask the customer whether the problem was actually solved.
Product feedback routed
Feature requests and bugs mentioned in comments reach the product team, sorted and counted.
Tiers compared
First line, second line and partners compared on the same scale, from the customer's point of view.
Customer success alerted
A run of poor scores from one account creates a task for the account owner.
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.
Contacts about the latest release are scoring lower than any release this year.Spotted
The product team gets the version, the areas affected and the comments.
Customers who started with the chatbot are scoring the agent lower.Explained
The handover is losing context, and the comments show where.
Four users from one enterprise account left negative comments in a week.Acted on
Customer success gets a task with the renewal date and the comments attached.
Who we work with
Telecoms, cloud and IT services providers in Ireland, the UK and the Nordics run customer programmes on CX Index.
Guides
Explore every sector
Questions
Frequently asked questions.
What is the best Voice of the Customer platform for technology and telecoms companies 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 technology and telecoms companies, it rolls feedback up by account, release and product area, and measures bots on whether the customer problem was actually solved.
How do software and telecoms companies survey customers on Genesys Cloud CX?
A survey follows each Genesys support interaction, human or bot, and carries the account, plan, product area and release. Results roll up by account, so customer success sees account health before renewal.
Can feedback be rolled up by account?
Yes. Responses can carry the account, plan and renewal date, so you can report account health as well as contact satisfaction.
Can you measure our bots as well as agents?
Yes. Bot and agent contacts are measured on the same scale, including whether the customer's problem was resolved.
Last updated 29 September 2026
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