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Integrations · Genesys and ServiceNow
Voice of the Customer for Genesys Cloud CX and ServiceNow.
Many of our customers run Genesys Cloud CX for the contact centre and ServiceNow for service management. CX Index is the hub in the middle. It surveys customers after Genesys conversations and ServiceNow events, and holds every answer in one place.
One hub for both.
Each answer is linked to the Genesys conversation and to the ServiceNow record behind it, so nobody has to stitch the story together by hand.
Why it matters
Genesys and ServiceNow are close partners.
Genesys expanded its strategic partnership with ServiceNow in September 2025, through the Unified Experience from Genesys and ServiceNow. [1] ServiceNow 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 ServiceNow. 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 ServiceNow events, such as an incident or case being resolved.
Step 3
Each answer is stored with the Genesys metadata and the ServiceNow case number, assignment group and priority.
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 ServiceNow, 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 ServiceNow 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 ServiceNow at the same time?
Yes. CX Index connects to both through their APIs. Surveys start from Genesys conversations and ServiceNow events, and every answer is held in one place.
Why use one Voice of the Customer platform across Genesys and ServiceNow?
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 ServiceNow partners?
Yes. Genesys expanded its strategic partnership with ServiceNow in September 2025, through the Unified Experience from Genesys and ServiceNow. ServiceNow also invested in Genesys in 2025.