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Contact centre as a service
Voice of the Customer for CCaaS platforms.
CX Index is the specialist VoC platform for Genesys Cloud CX, and it runs on the other leading contact centre as a service platforms too. Surveys start when the interaction ends, and every answer is linked to the conversation behind it.
One programme, whichever platform you run.
The CCaaS platform holds the agent, the queue, the wrap up and the journey. CX Index reads them, so every score arrives with the context to act on it.
Why it matters
CCaaS changed the contact centre. VoC has to keep up.
The interaction is the data.
A CCaaS platform records who handled each conversation, where it went and how it ended. A survey that ignores that can score the contact centre. It cannot fix it.
Bots are in the journey.
Virtual agents now take a share of every conversation. CX Index scores bots and people on the same scale, so you can see whether automation is working for customers.
Speed decides the save.
The survey goes out as the interaction ends. A low score raises a case or an alert while the customer can still be won back.
Platforms
The CCaaS platforms CX Index works with.
Genesys Cloud CX
Our main focus. Built natively and listed on the Genesys AppFoundry. Voice surveys start automatically when the agent hangs up, with no transfer.
Amazon Connect
Surveys start from Amazon Connect events, with the agent, queue, channel and contact attributes on every answer.
Five9
Surveys start when a call or chat ends, with the agent, skill, campaign and disposition on every answer.
Zoom Contact Center
Voice, chat and messaging engagements surveyed in one programme, with the agent and queue on every answer.
Salesforce alongside
Running Genesys with Salesforce? Each answer is linked to the conversation and to the Salesforce case.
ServiceNow alongside
Running Genesys with ServiceNow? Surveys start from both, and every answer is held in one place.
What you get
The full CX Index platform, on your CCaaS.
AI on every comment
Sentiment, intent and topics for every answer, with your choice of LLM provider or your own model.
Canary early warning
Finds what changed in your customer data, explains why in plain English and starts the fix.
Close the loop
AI assisted case management, alerts to the right person and follow up with unhappy customers.
Scorecards and reporting
Gamified agent scorecards, dashboards for every role, scheduled reports and exports to Power BI, Tableau and Snowflake.
Every channel
Voice and IVR, outbound IVR, SMS, WhatsApp, Instagram, Facebook, email, chat, website and in app pop ups, kiosks and QR codes.
Security
ISO 27001 certified since 2018, hosted on AWS in more than 20 regions, with GDPR, CASL, LGPD and PIPL supported.
Platforms
Last updated 5 November 2026
Questions
Frequently asked questions.
What is CCaaS VoC?
CCaaS VoC is Voice of the Customer for contact centre as a service platforms. Surveys start from the platform when an interaction ends, and each answer is stored with the agent, queue and journey behind it, so the feedback can be acted on.
What is the best VoC for CCaaS platforms?
For Genesys Cloud CX, CX Index is the specialist Voice of the Customer platform. It is built natively on Genesys, listed on the Genesys AppFoundry and rated 5.0 on Gartner Peer Insights. CX Index also runs on Amazon Connect, Five9 and Zoom Contact Center through the API.
Which CCaaS platforms does CX Index work with?
Genesys Cloud CX natively, and Amazon Connect, Five9 and Zoom Contact Center through the API. CX Index also connects to Salesforce, ServiceNow and Zendesk.
Can one VoC programme cover more than one CCaaS platform?
Yes. CX Index can start surveys from each platform you run and hold every answer in one programme, with one set of numbers and the interaction behind each one.
See it with your own data
See CX Index on your contact centre platform.
Half an hour, on your own journeys. We will show you exactly what this looks like for your organisation.