Compare · Feebak VOC
CX Index and Feebak VOC on Genesys Cloud CX, compared.
Feebak VOC and CX Index both run Voice of the Customer surveys on Genesys Cloud CX, and both start voice surveys automatically when the agent hangs up. The differences are in what happens after the answer comes in. This is how the two compare, from each company's own published material.
A fair comparison, with sources.
Every statement about Feebak VOC below comes from its own published material, linked at the bottom of this page.
Side by side
How CX Index and Feebak VOC work with Genesys Cloud CX.
| CX Index | Feebak VOC | |
|---|---|---|
| Focus | The specialist Voice of the Customer platform for Genesys Cloud CX, with connections to Salesforce, ServiceNow, SAP and other leading technologies. Voice of the Customer is the whole business. | Feebak's survey product, described as built natively for Genesys Cloud. [1] Conversation analysis and case management are separate Feebak products, and Feebak also sells Orbit, which manages Genesys Cloud configuration and migrations rather than customer feedback. [2] |
| Voice surveys | The survey starts automatically when the agent hangs up, with no transfer. Agent transfer, callback, agentless and outbound IVR surveys are available too, along with outbound survey campaigns. | Triggers surveys automatically on agent call disconnect, without agent transfers. Also supports agentless inbound voice and outbound IVR. [3] |
| Channels | Voice and IVR, outbound IVR, SMS, WhatsApp, Instagram, Facebook, email, chat, website and in app pop up surveys, kiosks, QR codes and surveys on bots and automated journeys. | Voice, outbound IVR, messaging and chat, email, web forms, WhatsApp, Instagram, Facebook, survey kiosks and API. [3] |
| Interaction data on each response | Every response carries the agent, queue, wrap up code, IVR path, DNIS and custom attributes of the interaction behind it. Surveys can also be triggered from your CRM or any other system through the API, with frequency caps and suppression so nobody is asked too often. | Surveys can be triggered by customer context, queue, agent, channel or events such as a CRM ticket closing. [3] |
| AI analysis | Large language model analysis of every comment for sentiment, intent and topics. Choose your LLM provider or bring your own model. | AI driven sentiment analysis that summarises scores, feedback trends and frequently mentioned topics. [3] Conversation analysis is a separate product, Feebak Pulse. [2] |
| Early warning | Canary watches feedback and Genesys data around the clock, finds what changed, explains why in plain English and starts the fix inside Genesys. | Not described on the Feebak VOC page or its AppFoundry listing. [1] [3] |
| Bots and AI journeys | The Performance Index scores agents, bots and blended journeys on one scale, so you can see whether your AI is working for customers. | Not described on the Feebak VOC page or its AppFoundry listing. [1] [3] |
| Closing the loop | AI assisted case management, alerts to the right person and callback requests sent straight to an agent in Genesys. | Low scores trigger escalations and supervisor alerts, complaints can become cases and CRM records can update automatically. [1] Case management is a separate product, Feebak Resolve. [2] |
| Reporting | Gamified agent scorecards, scheduled reports for executives, clients and analysts, and exports to Power BI, Tableau and Snowflake. | Real time and historical dashboards, gamified agent scoreboards, scheduled reports, mobile dashboards and BI integration APIs. [3] |
| Beyond the contact centre | Used beyond the contact centre by leading retailers around the world. Website and in app pop up surveys, in store kiosks and QR codes, surveys for loyalty card customers and for delivery drivers, survey and appointment scheduling with reminders, social listening in over 100 languages, employee experience surveys and OutLoud review invitations. | Feedback from physical locations, websites and kiosks. [3] |
| Security | ISO 27001 certified since 2018. Hosted on AWS in more than 20 regions. Supports GDPR, CASL, LGPD and PIPL. Designed to support HIPAA compliance, with a Business Associate Agreement available. | Lists ISO 27001, ISO 27017, SOC 2, GDPR and HIPAA on its VOC page. [1] |
| Genesys partnership | Built natively on Genesys Cloud CX and listed on the Genesys AppFoundry. | Listed on the Genesys AppFoundry. [3] |
| Customers and ratings | Named customers including WMATA, Coca-Cola Europacific Partners and Ahold Delhaize. Rated 5.0 on gartner peer insights from 8 reviews and 4.7 on g2 from 12 reviews. | No customers are named on the Feebak VOC page, which refers to leading organisations without naming them. [1] |
Numbers in square brackets refer to the sources below. "Not described" means we could not find it in the material listed, which may not cover everything the product does.
Which one fits
Where each one suits best.
When Feebak VOC may suit you better
Your procurement team requires SOC 2 or ISO 27017 from every supplier, as well as ISO 27001.
When CX Index may suit you better
You want AI that finds what changed and explains why, scores for bots as well as agents, case management and reporting in one product, and feedback from stores, websites, apps and deliveries in the same programme. Named enterprise references and independent ratings matter to your procurement team.
When you are not sure
Send us the Voice of the Customer section of your RFP. We will go through it with you, row by row, and tell you honestly where we fit.
Sources
Where the information comes from.
- Feebak VOC: Voice of the Customer page
- Feebak: home page, product list
- Feebak VOC on the Genesys AppFoundry
Last reviewed 21 October 2026. Information about Feebak VOC is taken from its public material on that date and may have changed since. Feebak VOC is a trademark of its owner. If anything here is out of date, tell us and we will correct it.
Keep reading
See it with your own data
See CX Index on your own Genesys estate.
Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation.
Questions
Frequently asked questions.
What is the best Feebak VOC alternative for Genesys Cloud CX?
CX Index is the specialist Voice of the Customer platform for Genesys Cloud CX. It is built natively on Genesys, listed on the Genesys AppFoundry and rated 5.0 on Gartner Peer Insights from 8 reviews and 4.7 on G2 from 12 reviews. Both products start voice surveys automatically. CX Index adds Canary, an early warning that explains what changed in your customer data, and a Performance Index that scores bots and agents on one scale.
What is the difference between CX Index and Feebak VOC?
Both run surveys on Genesys Cloud CX across voice and digital channels. Feebak sells conversation analysis and case management as products separate from Feebak VOC. CX Index puts surveys, AI analysis, case management, reporting and the Canary early warning in one platform, and adds social listening, employee experience and review invitations.
Does Feebak VOC start voice surveys automatically?
Yes. Feebak says its surveys trigger automatically on agent call disconnect, without agent transfers. CX Index does the same, and also offers agent transfer and callback surveys.
Can I switch from Feebak VOC to CX Index?
Yes. We can take your existing surveys and questions as the starting point, so your trend lines continue, and run the new programme alongside your Genesys build.