Understand
Prove your AI investment is working.
You have invested in Genesys, one of the recognised leaders in contact centre as a service, and in the automation that runs on it. Sooner or later the board asks what it did for customers. CX Index gives you the answer, measured by the people the AI serves.
AI you can defend in the boardroom.
Speed and cost are easy to prove. Quality is the hard part, and it is the part your customers notice.
Why it matters now
The numbers that prove AI worked are the ones nobody collects.
Automation gets judged on its own numbers.
Containment and handle time go up. Whether the customer got what they came for goes unmeasured. CX Index closes that gap.
Every channel, one standard.
Agents, bots and blended journeys are scored the same way, so you can compare them honestly and move work to where it performs.
AI that security will approve.
Your provider, your data permissions, your audit trail. The controls that get AI past a risk committee.
The Performance Index
One score for people, bots and everything in between.
As spend moves to AI, the focus drifts to speed and cost. The Performance Index keeps quality in the frame. Every interaction is scored on the same scale, whoever or whatever handled it, so you can automate where it holds up and keep people where they matter.
Human agents
Scored by the customers they served.
AI and bots
Scored the same way, on the same scale.
Blended journeys
Handoffs measured end to end.
One index
A single view of quality across all three.
What you get
AI that does the work, with you in control.
Every conversation summarised
Conversations are transcribed and summarised with the core problem pulled out, so a case arrives ready to work.
Suggested resolutions
AI proposes how to resolve an issue from what has worked before, so agents respond faster and more consistently.
Emotion and intent
Frustration, relief, mixed feelings and what the customer actually meant, beyond positive and negative.
Topics found for you
Themes surface across thousands of comments automatically, with no categories to set up first.
Ask in plain language
Question your feedback the way you would an analyst, and get an answer grounded in your own data.
Governed by design
Choice of LLM provider or your own model, custom prompts and personas, permissioned data access, token monitoring and a full prompt audit log.
Real product screens. Click any screen to open it full size.
Explore the platform
Questions
Frequently asked questions.
What is the CX Index Performance Index?
A single quality score for human agents, AI and bots, and blended journeys, measured by the customers each one served.
Can we bring our own LLM?
Yes. You can choose your LLM provider or bring your own model, with permissioned data access.
How does CX Index keep AI auditable?
Every prompt is logged, token usage is monitored and access to data is permissioned by role.
See it with your own data
Show the board what your AI did for customers.
Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly how this works for your programme.