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Surveys are a feature of Genesys. They are the whole of CX Index.
The Genesys Cloud survey module is a good place to start and it stays exactly where it is. This is the rest of the programme, requirement by requirement, in the language a buying committee uses.
Scoped to survey and Voice of the Customer functionality only. Genesys Cloud is a leading CX and AI platform, which is why we build on it.
| Requirement | Genesys native survey | CX Index | What it adds |
|---|
How this was scoped.
What the comparison covers
CX Index platform, live dashboard, partner portal and onboarding materials, set against published Genesys Cloud customer survey documentation. It is not a comparison with Genesys Cloud as a contact centre platform, which is a far broader product.
What not native means
That the capability is not a standard function of the Genesys customer survey module. The wider platform can often be extended through Architect, triggers, APIs, data actions, the AppFoundry or custom development. This compares native capability with a supported, purpose built operating model. It is not capability against impossibility.
Check it yourself.
Every claim in the Genesys column comes from public Genesys documentation. The links go straight to the source.
Questions
Frequently asked questions.
What does the Genesys Cloud native survey module do?
It handles post call voice surveys well and covers 6 of the 37 Voice of the Customer requirements in our comparison natively.
Does CX Index replace the Genesys native survey module?
No. Your Genesys policies, forms and views stay where they are. CX Index builds the rest of the programme around them.
Which requirements does CX Index add?
Among others: outbound and callback journeys, bot and automated interaction surveys, SMS, WhatsApp and social channels, sentiment and themes, case management, alerts and escalation, BI exports, SQL access and bring your own AI.
Bring your own requirements and we will go through them.
Send the Voice of the Customer section of your RFP. We will mark it up against this matrix and show you which rows matter for your estate.