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.

Why You Don’t Need to Be a Luxury Brand to Offer a Luxury Experience
Why You Don’t Need to Be a Luxury Brand to Offer a Luxury Experience

In this post, we explore a number of practices employed by luxury brands to deliver winning customer experiences and how you can apply them to your business.

What Great CX Looks Like in the Subscription Economy
What Great CX Looks Like in the Subscription Economy

This post explores how CX differs for subscription-based businesses and the keys to excellent service in the subscription economy.

5 Actionable Statistics to Help You Evolve CX in 2021
5 Actionable Statistics to Help You Evolve CX in 2021

These five statistics show opportunities for CX growth and progression in 2021 that any business could take on. Take the time to examine them to see how you can take inspiration from them this year.

Strengthen CX by Introducing Sentiment Analysis to These 3 Channels
Strengthen CX by Introducing Sentiment Analysis to These 3 Channels

While qualitative information from metrics such as NPS, CES, and CSAT is beneficial for understanding how your business is performing, sentiment analysis allows you to go deeper to have a more robust view of the customer experience. You need sentiment analysis tools so that you can gain insights from every comment at a macro level. It makes it easy and straightforward to digest a large amount of data from multiple sources without much workforce or effort.

The Soft Skills Essential to CX Success
The Soft Skills Essential to CX Success

For Customer Experience and Service success, soft skills are essential to building and strengthening rapport and relationships with customers. Not only are they important for connecting to customers, but soft skills have a direct impact on KPIs such as NPS, CSAT, CES and CLV. They are the attributes that will keep your customers coming back and keep your employees happy and engaged.

Essential Priorities for Improving Survey Design
Essential Priorities for Improving Survey Design

Whether you are designing a survey for the first time or want to give your existing surveys a refresh, we’ve narrowed down the essential priorities of survey design to focus on. Consider these priorities if you want to maximise the quantity and quality of the customer feedback you receive.

4 Behaviours of Loyal Customers
4 Behaviours of Loyal Customers

Having satisfied customers is excellent, but having loyal customers is even better, as they continue to return to your business and have higher lifetime values. In this post, we have outlined four common behaviours of loyal customers.

How To Craft Survey Invitations for Higher Response Rates
How To Craft Survey Invitations for Higher Response Rates

The survey invitation will ultimately convince or entice your customers to give feedback, so it is just as important as the survey design itself. Consider these tips when crafting or redesigning your survey invitation to maximise your potential for higher response rates.

The Importance of Delivering Omnichannel CX
The Importance of Delivering Omnichannel CX

It is essential to offer your customers effortless experiences to keep them coming back. An omnichannel approach facilitates this, with seamless movement across touchpoints along the customer journey.

Strategies to Relieve Pressure and Improve CX in 2021
Strategies to Relieve Pressure and Improve CX in 2021

2021 will be a critical year to improve customer experience. Here we outline five strategies to look to as we ease into the new year.

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