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Integrations · Genesys and Salesforce
Voice of the Customer for Genesys Cloud CX and Salesforce.
Many of our customers run Genesys Cloud CX for the contact centre and Salesforce for the customer record. CX Index is the hub in the middle. It surveys customers after Genesys conversations and Salesforce events, and holds every answer in one place.
One hub for both.
Each answer is linked to the Genesys conversation and to the Salesforce record behind it, so nobody has to stitch the story together by hand.
Why it matters
Genesys and Salesforce are close partners.
Their joint offer, CX Cloud from Genesys and Salesforce, combines the Genesys Cloud contact centre with an agent workspace in Salesforce Service Cloud. [1] Salesforce also invested in Genesys in 2025. [2]
More companies now run both. Their customer feedback often ends up split between the two, with part of the story in the contact centre and part in Salesforce. CX Index brings it back together, so every customer in both ecosystems is heard and looked after.
How it works
One programme across both platforms.
Step 1
Surveys start from Genesys events, such as a call or chat ending.
Step 2
They also start from Salesforce events, such as a case closing.
Step 3
Each answer is stored with the Genesys metadata and the Salesforce case number, owner and account.
Step 4
AI reads every comment, and Canary watches both sources for anything that changes.
Step 5
Low scores raise an alert or a case, so the right person follows up with the customer.
What you get
The hub for your customer feedback.
Both sides of the story
The conversation in Genesys and the record in Salesforce, on the same answer.
One set of numbers
One NPS and CSAT across both platforms, so the contact centre and the service teams work from the same figures.
Canary across both
Finds what changed, explains why in plain English and starts the fix.
Close the loop
AI assisted case management and alerts to the right person.
Scorecards and reporting
Gamified agent scorecards, dashboards for every role and exports to Power BI, Tableau and Snowflake.
Security
ISO 27001 certified since 2018 and hosted on AWS in more than 20 regions.
Sources
Where the partnership details come from.
Keep reading
Last updated 21 October 2026
See it with your own data
See CX Index across your Genesys and Salesforce estate.
Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation.
Questions
Frequently asked questions.
Can CX Index work with Genesys Cloud CX and Salesforce at the same time?
Yes. CX Index connects to both through their APIs. Surveys start from Genesys conversations and Salesforce events, and every answer is held in one place.
Why use one Voice of the Customer platform across Genesys and Salesforce?
So the contact centre and the service teams see the same customers and the same numbers. Feedback split across two systems hides the full story.
Are Genesys and Salesforce partners?
Yes. Their joint offer, CX Cloud from Genesys and Salesforce, combines the Genesys Cloud contact centre with an agent workspace in Salesforce Service Cloud. Salesforce also invested in Genesys in 2025.