Integrations for better customer outcomes

We offer a variety of out of the box and custom integrations

Genesys Engage

Genesys Engage Genesys Engage combines world-class intelligent routing, real-time contextual journeys, and tools for digital transformation.

Genesys Cloud

Genesys Cloud Genesys Cloud creates fluid conversations across digital and voice channels in an easy, all-in-one interface.

Five9

Five9 Five9 Genius, the intelligent cloud contact center, is built on a highly reliable, secure and scalable cloud platform.

Freshdesk

Freshdesk Keep track of customer conversations experience by our agent and tickets monitoring tools.

Since we integrated CX Index and ICC we have created really powerful synergies. The results speak for themselves, and we are really excited by the prospect of future projects and integrations.

Tuukka Heinonen – Provad, A Visma Company
Custom NPS Integrations

Integration specialists

CX Index has a dedicated team that specialises in integrations. We integrate SAP, Salesforce, Tableau, Snowflake, Freshworks, Zendesk, MS Dynamics and many more.

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Surveys with Integrated Data

Seamlessly integrate value-added metadata to have the context needed to deliver the best outcomes for your customers and your business.

Artificial Intelligence and Big Data

Analyze and react to a high volume of user feedback with our Natural Language Processing Sentiment Analysis capabilities.

Stakeholder Engagement

CX Index ensures the right data gets to the right person with appropriate access controls all inside any Environment.

Social Advocate™

Social Advocate™ automates the process of having your satisfied customers advocate and enhance your brand reputation, improving SEO and increasing sales.

Metrics Management

Whether it's Customer Effort Score, NPS or CSAT, the CX Index metrics management tool makes it really easy for you to get set up and get the most value from your metrics.

Stakeholder Engagement

Agents can track the level of customer satisfaction that relates to their interactions, providing a clear picture.

Unrivalled Data Analysis

The unrivalled data analysis tools on CX Index are geared towards moving the dial on things that matter like agent engagement, first call resolution and customer effort.

Case Management / Social Advocate™

A two-pronged approach means we extract the best possible value from both positive and negative customer situations.

Genesys Engage

CX Index is a hosted feedback management platform that makes it easy to capture and distribute feedback with access to relevant information on live, interactive and intuitive dashboards.

The platform architecture of CX Index is designed to make the complex task of getting insights across the various tiers and complex structures of large-scale organizations. This, in turn, frees up time so instead of working on reports you can focus on insights that uncover opportunities for improved performance.

CX Index provides a solution to enhance customer experience and deliver competitive advantage. As strong believers in the efficacy of CX, we understand the importance of delivering an exceptional experience and act as partners as we go together on the journey with our customers to strive for optimal customer experience.

The CX Index contact center suite enables front-line employees to track their own customer satisfaction providing a clear picture of the aspects of their interactions that customers are satisfied or disappointed with. Empowering employees means fostering an environment of trust and helping your team to learn from successes and analyze failures. According to Kinicki & Kreitner, empowerment is about “sharing degrees of power with employees to better serve the customer” (2008, p. 333).

 

Genesys Cloud

Easy to deploy, Easy to use

An intuitive interface enables fast account setup and seamless integration with existing systems. No complicated training needed.

The power to grow

Genesys Cloud gives you a flexible environment that instantly scales to meet peak demands. Meet evolving customer demands with continuous feature and capability updates.

Understand what’s happening

Interactive dashboards give you a consolidated view of customers, call center agents and interactions—across all channels and locations. Reap the benefits of proactive contact center analytics and insights.

Manage your people and systems

Native, intuitive analytics provide powerful insights—from high-level summaries down to customized and detailed views. Leverage these tools to develop and make the most of each employee.

 

Five9

With Five9 Genius™, the Intelligent Cloud Contact Center, we are on a mission to help you transform your contact centre and make geniuses of your agents so you can deliver experiences your customer will love.

Customers have high expectations

These elevated expectations are forcing businesses to reimagine their customer experience strategy. Five9 is here to help you transform your contact center and make geniuses of your agents so they can deliver experiences customers love.

Contact Center

Five9 Genius, the intelligent cloud contact center, is built on a highly reliable, secure and scalable cloud platform. That makes it easy to rapidly trial and deploy new services while future-proofing your business by supporting AI and other emerging technologies. And because your contact center is in the cloud, you will have access to the latest capabilities through no-touch, non-disruptive real-time upgrades.

 

Freshdesk

Freshdesk simplifies work for your agents

Every email, feedback, chat, or call that comes in can be converted into tickets in Freshdesk. There is no more switching between multiple tools. No more missing out on follow ups and delaying replies.

Team Inbox

Unlike email, freshdesk ticketing system is designed for team collaboration and agent productivity. This means that you can do so much more than just sending replies. Prioritize every ticket based on the keywords. Assign every ticket to a specific agent and group so there is no confusion about who should be working on which ticket. Filter tickets based on specific properties so the most important tickets that agents should work on are front and center.

 

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Insights

Check out our most recent CX Index Insights about Contact Centres, Integrations and Customer Experience. Here you can learn about the key to CX success for any organisation.

Using Social Listening to Improve Your CX Strategy
Using Social Listening to Improve Your CX Strategy

NPS Benefits Quantified
NPS Benefits Quantified

NPS is much more than a measurement of promoters, passives and detractors. If used correctly and to its full potential, the metric has numerous benefits that can help your business to improve in challenging areas. A well-executed NPS programme will lead to reduced business costs, customers spending more, more new customers through referrals, and fewer customers lost to competitors, amongst other benefits. Below, we explore a number of benefits that prove how NPS improves business outcomes and demonstrate aspects that contribute to the ROI of an NPS programme.

Signs Your Contact Centre Needs to Get Better at CX
Signs Your Contact Centre Needs to Get Better at CX

Contact centres can be notorious for offering poor customer experiences. Almost everyone has a story relating to an interaction with a contact centre leaving them frustrated, angry or even more confused about an issue than before they called. While not every negative contact centre interaction can be avoided, it is important to identify the problems in your contact centre to make sure you aren’t perpetuating the stereotype that contact centres are awful and you are doing the best job you can to produce positive customer experiences. 

Do You Understand Your Customers?
Do You Understand Your Customers?

No two customers will have the same perception of what an ideal customer experience should be like. It is up to you to understand who your customer base is so that you can provide the best service in a holistic way, despite the many differences across who your customers may be.

How to Gain More NPS Promoters
How to Gain More NPS Promoters

There are a few steps you can take to make sure that your customers aren’t apathetic spenders who return but don't actively advocate for your brand. This includes focussing on your most loyal customers and integrating them as a part of your brand identity as well as giving them reasons to stay loyal.

How to Share Customer Feedback with Your Employees
How to Share Customer Feedback with Your Employees

A safe way to engage your employees and to promote transparency amongst your teams is to share customer feedback with them. This is of particular importance for the oft under-appreciated frontline employees who interact with your customers on a day-to-day basis. Making your employees aware of what customers are saying about them and their team members, whether positive or negative, can really motivate your employees’ performance as there is much to be learned. Realistically, there are right and wrong ways of doing this. Taking the wrong approach could be counterproductive, leaving your staff confused, disappointed or distracted. The suggestions below should help constructively share feedback, adding value to your employee engagement strategy.

The CX Books We’re Reading Now
The CX Books We’re Reading Now

We have developed a list of some of the most interesting customer experience focused books out there. Broken into three categories (Brands, Loyalty and Delight), these are the books you should read if you are looking for inspiration to recharge your organisation’s existing CX programme or infuse a new mindset of customer-centricity into your operations. 

Improving the Hold Time Experience in Your Contact Centre
Improving the Hold Time Experience in Your Contact Centre

While hold times are inevitable in some instances, if there is a consistent trend towards long hold times in your contact centre, you must take steps to alleviate the problem. This is an enormous point of frustration for customers and is entirely avoidable. Customers don’t understand what is going on behind the scenes of a contact centre, so their patience for wait times is very limited. Being kept on hold for a long period of time can turn a neutral or positive customer very quickly into an angry one, so shorter hold times should be a major priority for improving your contact centre. 

CX-based Compensation Systems – Do They Work?
CX-based Compensation Systems – Do They Work?

Many companies have adopted CX-based compensation systems as a means to encourage employees to improve CX based on metrics obtained through customer feedback. While these compensation schemes are popular, they often backfire, creating more harm than good. There are alternative methods to reward your employees for progress that should be considered before adopting a CX-based compensation system.

Don’t Exhaust Your Customers – How To Avoid the Perils of Survey Fatigue
Don’t Exhaust Your Customers – How To Avoid the Perils of Survey Fatigue

To perform a robust and comprehensive survey of your customer base you need a high quantity of high-quality responses. If you are keen on improving your company's customer experience (CX) you are likely excited about getting as much customer feedback from your customers as possible. While your enthusiasm for your feedback surveys is great, your customers likely do not enjoy filling them out as much as you may enjoy sending them. 

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