What CX Index does

CX Index, legally Feedback Analytics Limited, is an Ireland-based Voice of the Customer (VoC) software vendor founded in 2012 and operating globally with enterprise customers across banking, retail, travel, insurance, healthcare, utilities, public sector, BPOs, e-commerce, and technology. The company sells a cloud-native VoC platform built exclusively on and natively integrated with the Genesys Cloud CX contact-center ecosystem, with distribution through enterprise direct sales, the Genesys AppFoundry marketplace, and a network of solution partners. Core product modules — Feedback, AI Innovation, NLP & Sentiment, Case Management, and Reporting & Analytics — collect customer feedback across ten or more channels including voice/IVR, chat, email, SMS, WhatsApp, and social media; add-on modules extend coverage to social listening, advocacy, employee experience, and WhatsApp campaigns.

The platform's technical differentiator is the tight coupling of feedback data with Genesys interaction metadata (reason for contact, agent/team, wait time, department, prior experience), enabling richer AI/NLP analytics and closed-loop case management than standalone VoC tools. AI capabilities include sentiment analysis, predictive analytics, speech transcription, and anomaly-driven alerts, applied to text, audio, and structured metric inputs. The business is a subscription SaaS model with quote-based enterprise pricing, supported by ISO27001, GDPR, HIPAA, and CCPA compliance posture and validated by Gartner recognition as one of 30 leading VoC vendors globally and a 5.0 G2 rating. Named customers include ATB Financial, SuperValu/Musgrave, atom bank, Davivienda, Saudia Airlines, ADUSA, and Holt Renfrew, with documented outcomes such as a 500% increase in survey response rates (ATB) and a 33% NPS lift (SuperValu).

Name

CX Index

Legal name

Feedback Analytics Limited

Website

https://cxindex.com

Company type

Private

Founded year

2012

Operating status

Operating

Headcount range

1–10 employees

Short description

CX Index is an Ireland-based Voice of the Customer SaaS vendor, founded 2012, whose platform is built natively on Genesys Cloud CX and serves enterprise customers across banking, retail, travel, insurance, healthcare, and other regulated verticals with omnichannel feedback collection, AI-driven analytics, and closed-loop case management.

Ownership category

akta.pro rank

Product category

Customer Experience / Voice of Customer Software

NAICS

Custom Computer Programming Services (541511), Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services (518210), Marketing Research and Public Opinion Polling (541910)

SIC

Services-Computer Programming, Data Processing, Etc. (7370)

akta.pro primary industry

Customer Experience (CX) & Voice-of-Customer Analytics (BPAHALAK)

akta.pro secondary industries

Customer Experience (CX) & Digital Experience (BPAHAEAC), Customer Experience (CX) & Voice of Customer (NPS/CSAT, Journey Research) (MPAAALAH), Customer Experience (CX) QA, Analytics & Voice-of-Customer Operations (BPAAABAN)

Keywords

• Voice of customer
• Customer experience platform
• Omnichannel feedback
• Sentiment analytics
• Contact center analytics

Headquarters

HQ city

Dublin

HQ country

Ireland

HQ region

Europe

Offices1 record

Markets served

GTM type

B2B

Offering type

Software

Cost components

Personnel, Technology or R&D, Marketing or Sales, Infrastructure, Operations

Revenue model

1. SaaS Subscription (implied): CX Index operates as a cloud-based SaaS platform with a subscription revenue model, as evidenced by the availability of free trials, enterprise sales motion, and Genesys AppFoundry marketplace listing. The platform is offered as a results-driven VoC solution for organizations seeking to improve customer experiences.

Go-to-market motion3 records

Distribution channels3 records

Marketing channels5 records

Core offering

CX Index is a cloud-native Voice of Customer (VoC) SaaS platform built natively on Genesys Cloud CX, delivering omnichannel customer feedback collection (voice/IVR, chat, email, SMS, WhatsApp, social, in-app), AI/NLP analytics, sentiment analysis, real-time dashboards, and automated closed-loop case management. The platform is sold to enterprise customers to capture, analyze, and act on customer feedback at scale within the Genesys ecosystem.

Product overview

CX Index is a Voice of the Customer (VoC) platform built natively for the Genesys Cloud ecosystem. The product suite consists of a core platform with integrated modules: Feedback (omnichannel survey collection), AI Innovation (AI-driven analytics), NLP & Sentiment (natural language processing), Case Management (closed-loop feedback), and Reporting & Analytics (dashboards and insights). Additional specialized modules include Social Listening, Social Advocate™, WhatsApp Campaigns, Hosting & Security, and Employee Experience. The platform is cloud-first with native Genesys integration, supporting feedback collection across voice (IVR), chat, email, SMS, WhatsApp, and social channels, with AI-powered analytics transforming feedback into actionable intelligence.

Differentiator

Problem solved

Functional benefit

Brands

• Social Advocate™: Social advocacy tool for managing social media interactions and customer feedback.

Products and services

• Feedback Omnichannel feedback optimization solution that gathers customer feedback across multiple channels including email, SMS, voice, chat, and social media. Increases response rates by capturing feedback on the channel the customer is currently using; designed for enterprises running Genesys Cloud contact centers.
• AI Innovation AI-driven Voice of Customer analytics offering that uses machine learning to analyze feedback, identify patterns, predict customer behavior, and uncover key drivers of satisfaction or dissatisfaction, keeping AI investment focused on delivering superior CX results.
• NLP & Sentiment Natural Language Processing and sentiment analysis capabilities that unlock deep insights from customer feedback, transforming the way human language is understood and analyzed to determine whether data is positive, negative, or neutral.
• Case Management Closed-loop feedback management system that automatically creates internal cases when negative survey feedback triggers predefined parameters, forwards cases to relevant stakeholders, and tracks resolution status, transforming customer feedback into meaningful action.
• Reporting & Analytics Comprehensive reporting and analytics solution featuring intelligent dashboards and reporting built for every scenario and stakeholder, providing real-time insights and customizable dashboards for agents, managers, and executives.
• Social Listening Social media monitoring and listening capabilities that capture and analyze customer feedback from social channels to provide comprehensive brand perception insights.
• Social Advocate™ Social advocacy tool that helps brands identify and leverage satisfied customers as advocates, turning positive customer experiences into word-of-mouth marketing opportunities on social platforms.
• WhatsApp Campaigns WhatsApp-based survey and campaign tools enabling feedback collection through WhatsApp messaging, with support for both ping-pong surveys and embedded digital survey links.
• Employee Experience Employee feedback and engagement tools that recognize the link between employee satisfaction and customer experience, enabling measurement of employee experience alongside customer feedback.
• Hosting & Security Cloud-first hosting infrastructure with enterprise-grade security including ISO 27001 certification, GDPR compliance, HIPAA compliance, and CCPA-compliant secure data handling practices.

Quantifiable outcome

• 500% increase in survey response rates (ATB Financial)
• +7 more outcomes

Named customers10 records

Segments9 records

Ideal customer profiles3 records

Technology focussed Yes

API detail

Has API

Yes

API docs

API detail

Core technology

AI maturity

App detail

Integration8 records

AI capability8 records

Feature11 records

Partnerships

Seven partnerships are on record, tiered core/flagship, core and secondary.

• Genesyscore/flagshipTechnology or IntegrationCX Index is the premier Voice of Customer (VoC) vendor within the Genesys ecosystem. The partnership provides native integration across all Genesys channels (voice/IVR, chat, email), with CX Index listed on the Genesys AppFoundry marketplace. Genesys, recognized by Gartner as a leader in the Magic Quadrant for CCaaS, is the trusted choice for organizations delivering exceptional customer experiences. CX Index enables companies to precisely capture, analyze, and act on customer insights within the Genesys environment, transforming feedback into actionable intelligence.
• SalesforcecoreTechnology or IntegrationCX Index integrates with Salesforce CRM systems, optimizing customer experience processes while boosting operational efficiency and elevating customer relationship management. The integration allows data sharing between CX Index VoC data and Salesforce customer records.
• ServiceNowcoreTechnology or IntegrationCX Index integrates with ServiceNow, enabling seamless data flow between VoC feedback and service management workflows. This integration supports operational efficiency and comprehensive service improvement.
• SAPcoreTechnology or IntegrationCX Index integrates with SAP ERP solutions to optimize customer experience processes while boosting operational efficiency. The integration enables data sharing between VoC platform and enterprise resource planning systems.
• TableausecondaryTechnology or IntegrationCX Index data exports seamlessly to Tableau for powerful data visualization and analysis, enabling customers to create custom dashboards and reports from VoC data.
• Power BIsecondaryTechnology or IntegrationCX Index supports data exports to Microsoft Power BI, enabling customers to leverage familiar business intelligence tools for VoC data visualization and analysis.
• SnowflakesecondaryTechnology or IntegrationCX Index exports data to Snowflake, enabling customers to leverage the Snowflake Data Cloud for advanced analytics and data warehousing of VoC feedback data.

Scale indicators5 records

Recent moves3 records

Expansion highlights6 records

Direct peers

• Qualtrics: One of the largest enterprise VoC and customer experience management platforms, directly competing with CX Index for enterprise CX budgets. Qualtrics is much broader in scope but competes head-to-head on VoC analytics, NPS/CSAT, and AI-driven insight — and is often the alternative being evaluated when a Genesys buyer looks at CX Index.
• Medallia: Enterprise VoC and CX platform with deep omnichannel feedback, speech/text analytics, and journey analytics. Medallia competes with CX Index in the same enterprise buyer persona across banking, retail, travel, and healthcare — the exact verticals CX Index targets.
• InMoment: Cloud-based CX and VoC platform with AI-driven analytics, social listening, and case management. InMoment competes with CX Index across mid-market and enterprise CX programs and offers a comparable set of features including closed-loop case management and omnichannel surveys.
• Forsta (formerly Confirmit): Enterprise VoC, customer experience, and market research platform with strong survey, analytics, and feedback management capabilities. Forsta competes with CX Index in regulated and enterprise verticals — particularly financial services and B2B — and serves as a common alternative considered by Genesys customers.

Broad incumbents

• NICE (CXone): A leading CCaaS and customer experience analytics incumbent with broad VoC, real-time analytics, and interaction recording capabilities. NICE is both a competitor (broad VoC suite) and an adjacent channel — enterprises on NICE rather than Genesys are outside CX Index's natural addressable market.
• Five9: Major CCaaS vendor with its own analytics, WFM, and increasingly native CX insight capabilities. Five9 is a competing contact center platform whose growth directly constrains CX Index's TAM, since CX Index does not natively integrate with Five9.

Emerging players

• Khoros: Customer engagement platform with social listening, digital care, and CX analytics capabilities. Khoros overlaps with CX Index's social listening and omnichannel feedback modules and competes for digital-first CX budgets in retail, telecom, and travel.
• SentiSum: AI-native VoC and customer feedback analytics platform focused on NLP, sentiment, and automated tagging across support channels. SentiSum represents the new wave of AI-first challengers taking share from established VoC platforms — relevant for assessing competitive pressure on CX Index's AI roadmap.
• Sprinklr: Unified customer experience management platform with strong social listening, care, and VoC modules. Sprinklr overlaps with CX Index on social listening and omnichannel feedback but addresses a broader CX buyer — often considered alongside CX Index in mid-market and enterprise evaluations.

Others

• Genesys: Core platform partner rather than a direct competitor. Genesys owns the customer relationship and the CCaaS market position that CX Index depends on; Genesys' product strategy and AppFoundry economics directly determine CX Index's growth ceiling and risk profile.

Market position

Strengths5 records

Weaknesses4 records

Competitive moat5 records

Key risks5 records

Key highlights7 records

Customer concentration

• LinkedInlinkedin.com/company/cx-index
• Xx.com/cxindex
• Facebookfacebook.com/CXINDEX

Compliance4 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles2 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about CX Index