Home / Survey tools for Genesys Cloud CX
Buyer's guide
Survey and Voice of the Customer tools for Genesys Cloud CX.
There are three kinds of survey tool: the surveys built into Genesys, specialist apps from the Genesys AppFoundry and enterprise experience platforms that integrate with Genesys. Conversation analytics products work alongside them and analyse what was said. This guide sets out the main ones, what each suits and the questions to ask in a demo.
We make CX Index.
Read this guide with that in mind. Every statement about another product links to that company's own material, and each option gets the same treatment.
The options
The main survey and Voice of the Customer tools for Genesys Cloud CX.
| Option | What it is | Suits | Watch for | Compare |
|---|---|---|---|---|
| Genesys native surveys | Web surveys and post call voice surveys built into Genesys Cloud CX. [1] | Teams that want a basic CSAT or NPS score and have Architect skills in house. | Voice surveys come with Genesys Cloud CX 3 and CX 4, or CX 1 and CX 2 with the WEM add on. [12] Results are viewed in Genesys quality views, and we found no built in analysis of comments described. [1] | 37 requirements compared |
| CX Index | The specialist Voice of the Customer platform for Genesys Cloud CX, also used beyond the contact centre by leading retailers around the world. Surveys, AI analysis, case management, reporting and the Canary early warning in one platform. | Contact centres on Genesys, and retailers measuring stores, web, app and deliveries in the same programme. | Built around Genesys Cloud CX. If Genesys is not your main contact centre platform, ask how the integration works for yours. | This site |
| Feebak VOC | A survey product built natively for Genesys Cloud. Conversation analysis and case management are separate Feebak products. [2] [9] | Genesys teams that want several tools from one vendor. | No early warning or bot scoring described for Feebak VOC. No customers named on its VOC page. | CX Index and Feebak VOC |
| Mindful Feedback | Post call surveys across several contact centre platforms. Formerly Survey Dynamix, now part of Medallia. [3] [4] [10] | Companies already buying from Medallia. | Analysis centres on keywords and sentiment. No early warning described. | CX Index and Mindful Feedback |
| Sixbell VOC Analytics | Generative AI analysis of speech and text conversations for customer experience, quality and sales, from a Latin American Genesys partner. It analyses conversations rather than running surveys. [8] | Teams that want every recorded conversation categorised, with a local services team in Latin America. | No customer surveys described in VOC Analytics, so it measures what was said rather than what the customer thought of it. | CX Index and Sixbell |
| Qualtrics | A broad experience management platform with a Genesys Cloud integration. [5] | Organisations with in house Qualtrics expertise, or a professional services engagement to build the Genesys integration. | The Genesys integration is set up with Genesys data actions, an OAuth client and a Qualtrics API token, so plan for technical owners. [11] | CX Index and Qualtrics |
| Medallia | An enterprise experience management platform that brings together feedback from online, in person, contact centre and chat. [6] Medallia also owns Mindful, which makes Mindful Feedback. [10] | Organisations comfortable with a professional services engagement and a slower, more considered rollout. | Contact centre feedback on Genesys comes through Mindful Feedback, a separate product. [3] [10] | CX Index and Medallia |
Other survey apps are listed on the Genesys AppFoundry. Numbers in square brackets refer to the sources below.
In the demo
Six questions to ask every vendor.
How does the voice survey start?
Ask them to show a voice survey that starts when the agent hangs up, with no transfer and no button. If the agent decides who gets surveyed, the scores drift towards happy customers.
What arrives with each answer?
Every response should carry the agent, queue, wrap up code and interaction ID. Without them you can score the contact centre but you cannot fix it.
Who reads the comments?
Ask how comments are analysed and whether the tool explains why a score moved. A sentiment label on its own tells you very little.
What happens to an unhappy customer?
Look for cases with an owner, alerts to the right person and a callback inside Genesys. A low score nobody acts on is wasted.
Can it score your bots?
If you run virtual agents, ask whether bot conversations are surveyed and scored on the same scale as agents.
Who supports the Genesys integration?
Find out who fixes it when Genesys changes. Some vendors leave custom integration code to you.
How to decide
A quick way to choose.
If you already run Qualtrics or Medallia across the business, start there and check how much of the Genesys integration you will need to build and support yourself.
If the contact centre is where most of your feedback comes from, shortlist the specialists and demo them side by side on your own journeys. Voice handling, what arrives with each answer and what happens after a low score will separate them faster than any feature list.
If you only need a score, start with the Genesys native surveys and move on when you need to know why the score moved.
Sources
Where the information comes from.
- Genesys Cloud Resource Center: About customer surveys
- Feebak: Voice of the Customer
- Mindful: Mindful Feedback for contact centres
- Mindful: Survey Dynamix renamed to Mindful Feedback
- Qualtrics Marketplace: Genesys Cloud integration
- Medallia: Customer Experience
- Genesys AppFoundry: customer engagement apps
- Sixbell VOC Analytics on the Genesys AppFoundry
- Feebak: home page and products
- Medallia: Medallia acquires Mindful, August 2022
- Qualtrics support: Integrating with Genesys
- Genesys Cloud Resource Center: Voice surveys FAQ
Last reviewed 21 October 2026. Product names are trademarks of their owners. 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 Voice of the Customer platform for Genesys Cloud CX?
It depends on where your feedback comes from. For programmes centred on a Genesys contact centre, CX Index is the specialist option: 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. Organisations running customer, employee and market research on one platform often choose Qualtrics or Medallia.
What survey apps work with Genesys Cloud CX?
Genesys Cloud CX includes its own web and voice surveys. Specialist apps on the Genesys AppFoundry include CX Index, Feebak and Mindful Feedback, formerly Survey Dynamix. Qualtrics and Medallia also integrate with Genesys Cloud CX.
Which tools start a voice survey automatically when the agent hangs up?
CX Index, Feebak and Mindful Feedback all say their voice surveys start automatically when the call ends, with no agent transfer. With the Genesys native surveys this is set up in Architect.
Is Sixbell VOC Analytics a survey tool?
Not on its own. Sixbell describes VOC Analytics as generative AI analysis of speech and text conversations, so it works alongside survey tools rather than replacing them.
Is Survey Dynamix still available?
Survey Dynamix is now Mindful Feedback. Mindful acquired it in October 2021 and renamed it in March 2022, and Mindful is now owned by Medallia.
Can Genesys Cloud CX run post call surveys on its own?
Yes. Genesys Cloud CX includes web surveys and post call voice surveys. Specialist tools add analysis of the comments, case management, reporting and surveys on more channels.