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CX Index and Sixbell VOC Analytics on Genesys Cloud CX, compared.
Sixbell VOC Analytics uses generative AI to analyse speech and text conversations on Genesys Cloud. CX Index asks customers what they thought and links every answer to the conversation behind it. They answer different questions, and some teams use both. This is how the two compare, from each company's own published material.
A fair comparison, with sources.
Every statement about Sixbell below comes from its own published material, linked at the bottom of this page.
Side by side
How CX Index and Sixbell work with Genesys Cloud CX.
| CX Index | Sixbell | |
|---|---|---|
| Focus | The specialist Voice of the Customer platform for Genesys Cloud CX, with connections to Salesforce, ServiceNow, SAP and other leading technologies. | Conversation analytics built for Genesys Cloud, from Sixbell, a customer experience company with offices in Chile, Mexico, Peru and Colombia. [1] [3] |
| What it analyses | Survey answers and comments, call and chat transcripts and social posts, each linked to the Genesys interaction behind it. | Speech and text conversations, with every interaction analysed and no sampling. [1] [2] |
| Customer 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. 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. | Not described for VOC Analytics, which analyses conversations rather than asking customers for feedback. [1] [2] |
| AI analysis | Large language model analysis of every comment for sentiment, intent and topics. Choose your LLM provider or bring your own model. | Generative AI categorises every conversation and identifies contact reasons, emotions and friction points. [1] [2] |
| Uses | Voice of the Customer, closing the loop with unhappy customers and scoring agents, bots and blended journeys. | Customer experience and quality automation, plus sales and collections. [1] |
| Spotting change | Canary watches feedback and Genesys data around the clock, finds what changed, explains why in plain English and starts the fix inside Genesys. | Automated quality monitoring with smart dashboards and early deviation detection. [2] Sixbell says it detects breaks in the experience before they escalate. [4] |
| Closing the loop | AI assisted case management, alerts to the right person and callback requests sent straight to an agent in Genesys. | Not described in the material we reviewed. |
| Services | Guided onboarding that runs alongside your Genesys build, with no custom integration code to write. | VOC Gestionado, a service layer with consulting, customisation and continuous improvement programmes. [1] |
| How to buy | Through the Genesys AppFoundry, your Genesys partner or directly from CX Index. | Genesys AppFoundry, and contract pricing in usage units on 1 or 12 month terms, published on AWS Marketplace. [1] [2] |
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 Sixbell may suit you better
You want every recorded conversation categorised for quality, sales and collections, with a local services team in Latin America to run it.
When CX Index may suit you better
You want to hear from customers directly, link every answer to the Genesys interaction and act on unhappy customers, with an early warning that explains what changed.
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.
- Sixbell VOC Analytics on the Genesys AppFoundry
- Sixbell VOC Analytics on AWS Marketplace
- Sixbell: home page, offices and partners
- Sixbell: solutions
Last reviewed 21 October 2026. Information about Sixbell is taken from its public material on that date and may have changed since. Sixbell is a trademark of its owner. If anything here is out of date, tell us and we will correct it.
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See it with your own data
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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.
Is Sixbell VOC Analytics a survey tool?
Not on its own. Sixbell describes VOC Analytics as generative AI analysis of speech and text conversations for customer experience, quality and sales, and the material we reviewed does not describe surveys in it. CX Index runs surveys on Genesys Cloud CX and also analyses call and chat transcripts alongside survey comments.
What is the difference between conversation analytics and Voice of the Customer surveys?
Conversation analytics tells you what was said in the call or chat. A survey tells you what the customer thought of it afterwards. Many contact centres use both, because a calm conversation can still leave a customer unhappy.
Can CX Index analyse conversations as well as surveys?
Yes. CX Index analyses call and chat transcripts alongside survey comments and social posts, with large language models for sentiment, intent and topics.