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.

NPS 101: Detractors
NPS 101: Detractors

n this post, we explore NPS Detractors. This is Part 2 of 3 NPS 101 lessons we will be continuing to publish over the next few weeks. Stay tuned for a follow-up lesson on Passives and check out our post on Promoters.

What WFH Means for the Future of Contact Centres
What WFH Means for the Future of Contact Centres

One of the things that has become apparent from COVID-19 is that the questions surrounding whether or not contact centre employees can work from home have been answered. In this post, we will discuss a few key learnings from the new WFH trend and what it means for the future in terms of contact centre agents.

NPS 101: Promoters
NPS 101: Promoters

In this post, we explore NPS Promoters. This is Part 1 of 3 NPS 101 lessons we will be publishing over the next few weeks. Stay tuned for follow up lessons on Passives and Detractors.

5 Important Tips for B2B CX Success
5 Important Tips for B2B CX Success

In a B2B scenario, delivering great CX can become complicated as different players, bureaucracy, policies, and the added relationship of your customer's customers come into play. In this post, we have outlined five important strategies you can undertake to achieve CX success for B2B businesses.

Lessons from the Hotel Industry for CX Practitioners
Lessons from the Hotel Industry for CX Practitioners

A reputation for unparalleled customer service often comes with ridiculously high customer expectations. In this post, we will discuss some of the essential strategies that are employed in the hotel industry to deliver winning Customer Experiences.

#WFH Survey Results
#WFH Survey Results

Our survey on Working from Home during the COVID-19 pandemic has produced some very interesting results from respondents from a wide range of industries, roles, business types and sizes, and countries.

How to Improve Customer Lifetime Value (CLV)
How to Improve Customer Lifetime Value (CLV)

Customer Lifetime Value (CLV) is an important metric which shows how much profit your company can make from an individual customer over time. CLV is widely under-utilised.

How to Obtain Executive Buy-In for Added CX Initiatives
How to Obtain Executive Buy-In for Added CX Initiatives

Whether you haven’t done much to change your customer experience (CX) programme in a while and you’re ready to take it to another level or you are just at the outset of building one, you’re going to need buy-in from executive management before you take the steps to improve your CX programme. This will require you to convey the value and advantage of evolving your CX programme overtime. This can prove difficult when making your case to busy executives with other priorities on their minds. Below, we outline tips that can enable you to be better equipped to get executive buy-in and bring them into a mindset of being customer-centric too.

Everyone Wins When Your Employees Are Happy
Everyone Wins When Your Employees Are Happy

In this post, we discuss three elements that you should consider to ensure the happiness of your employees and ultimately improve CX.

Cleaning Up Common CX Mistakes
Cleaning Up Common CX Mistakes

Many businesses make the same mistakes when implementing their CX programmes. Some mistakes are easy to fix, but others require structural or organisational changes so that they don’t continue to impact your customers’ experiences or perceptions of your organisation. Here, we discuss some of the most common CX mistakes and tips for how to clean them up.

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