INDECX
INDECX is a Brazil-based Customer Experience and Voice of the Customer platform that serves over 1,000 enterprise and mid-market companies across Latin America with AI-powered multichannel feedback collection, sentiment analysis, churn prediction, and unified VoC 360 analytics.
- Company typePrivate
- Founded2010
- HeadquartersCampinas, Brazil
- Headcount101–250
- GTM typeB2B
- OfferingSoftware
What INDECX does
INDECX is a Brazil-based Customer Experience (CX) management and Voice of the Customer (VoC) platform founded in 2010 as Quest Inteligência, headquartered in Campinas, São Paulo state, with branch offices in São Paulo and Vitória. The company serves over 1,000 enterprise and mid-market clients across Brazil and Latin America with a customer roster that includes Mercedes-Benz, Localiza, Unimed, OTIS, MRV, Ultragaz, Senac, Veloe, GWM, and Iveco, spanning verticals such as automotive, mobility, energy, real estate, education, healthcare, and financial services. INDECX positions itself as the leading CX platform in Latin America, with deep regional context expertise and full LGPD/GDPR compliance.
The company's core technology stack consists of two flagship products: INDECX XM, a multichannel CX management platform that collects customer feedback across 11 channels (WhatsApp, SMS, Email, QR Code, Web Widget, In-app Widget, Tablet, Phone/CATI, Totem, Link, and API) and delivers over 60 analytical reports with AI-powered sentiment analysis, theme detection, and root-cause analysis; and INDECX HUB, a VoC 360 unified data center that consolidates feedback from surveys, social media, customer service, support tickets, Reclame Aqui, Consumidor.gov, and CRMs into a single AI-powered dashboard. The platform is complemented by INDECX TOTEM (Fresh Feedback), a physical survey kiosk for in-location feedback; vertical solutions including Automotive Data, Phone Surveys (CATI), and Market Research; and services such as CX BPO, CX Consulting, and INDECX Academy training. Proprietary AI capabilities include churn prediction (claimed 85%+ accuracy), real-time anomaly detection, and natural language processing for sentiment and categorization. The platform offers a documented RESTful API with official SDKs in JavaScript, Python, PHP, and Ruby, and integrates natively with Salesforce, HubSpot, Zendesk, Microsoft Dynamics 365, RD Station, MV Healthcare Tasy, Power BI, Tableau, and Looker.
INDECX operates a sales-led, high-touch go-to-market combining enterprise field sales for large accounts and inside sales for mid-market prospects, with quote-based annual subscription pricing that varies by survey volume, channels, and features. Revenue streams include platform subscriptions (XM, HUB), hardware sales (Totem), and a substantial professional services layer (BPO, consulting, market research, CATI phone surveys, and Academy training). The company is privately held and appears to be founder-owned, led by CEO Rafael Nascimento (who also serves as DPO), CTO Caio Nascimento, CXO Tomás Duarte, CFO José Luis, CPO Luiz Carvalho, and Head Comercial Monique Rocha. In 2025 INDECX merged with TRACK.CO and crossed the 1,000-company milestone; in 2026 it acquired beX educação, indicating an active inorganic growth strategy in the LATAM CX market.
INDECX firmographics
Firmographics- Name
- INDECX
- Legal name
- INDECX
- Website
- https://indecx.com.br
- Company type
- Private
- Founded year
- 2010
- Operating status
- Operating
- Headcount range
- 101–250 employees
- Short description
- INDECX is a Brazil-based Customer Experience and Voice of the Customer platform that serves over 1,000 enterprise and mid-market companies across Latin America with AI-powered multichannel feedback collection, sentiment analysis, churn prediction, and unified VoC 360 analytics.
- Ownership category
- akta.pro rank
INDECX industry classification
Industry- Product category
- Customer Experience Management Software
- NAICS
- Software Publishers (513210), Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services (51821), Custom Computer Programming Services (541511), Computer Systems Design Services (541512), Telephone Call Centers (56142)
- SIC
- Services-Prepackaged Software (7372), Services-Computer Programming, Data Processing, Etc. (7370), Services-Computer Integrated Systems Design (7373)
- akta.pro primary industry
- Customer Experience (CX) & Voice-of-Customer Analytics (BPAHALAK)
- akta.pro secondary industries
- Customer Experience (CX) & Digital Experience (BPAHAEAC), Embedded & OEM Analytics (HDAEAMAC), Customer Experience (CX) QA, Analytics & Voice-of-Customer Operations (BPAAABAN)
Keywords
Where INDECX is headquartered
LocationHeadquarters
- HQ city
- Campinas
- HQ country
- Brazil
- HQ region
- Latin America
Offices3 records
Markets served
INDECX business model
Business model- GTM type
- B2B
- Offering type
- Software
- Cost components
- Personnel, Technology or R&D, Marketing or Sales, Operations, Infrastructure
Revenue model
- INDECX XM Platform Subscription: Subscription-based access to the core CX platform with multi-channel survey collection, AI analytics, reporting dashboards, and integrations. Pricing varies by volume of surveys and features included.
- INDECX HUB Platform Subscription: Subscription for the unified VoC 360 data center that consolidates feedback from multiple sources with AI-powered analysis and reporting.
- Survey Totem Hardware and Software: Physical totem devices for capturing customer feedback in physical establishments, including the Fresh Feedback totem solution.
- CX BPO Services: Outsourcing of customer experience operations including closed-loop processes, detractor management, follow-up, and customer recovery services.
- CX Consulting Services: Specialized consulting for CX program design, implementation, maturity assessment, journey mapping, customer-centric culture development, and executive mentoring.
- CATI Phone Survey Services: Professional phone survey collection service using CATI methodology with quality control, recording, and real-time reporting.
- Market Research Studies: Quantitative and qualitative research studies including mystery shopper programs, competitive analysis, and sector-specific research.
- INDECX Academy Training: Online courses and certifications for CX professionals including free and exclusive paid programs for platform users.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Subscription | Annual | Enterprise subscription with full platform access and dedicated support |
| Subscription | Annual | Mid-market subscription with core platform features |
Go-to-market motion3 records
Distribution channels4 records
Marketing channels9 records
INDECX product offering
Product offeringCore offering
INDECX operates a cloud-based Customer Experience (CX) and Voice of the Customer (VoC) platform that enables enterprises to design, distribute, and analyze multichannel customer feedback surveys. The platform combines real-time analytics, AI-powered sentiment and churn prediction, automated dashboards, and integrations with CRM, helpdesk, and messaging tools. It is sold primarily as a subscription to mid-market and enterprise companies in Brazil and Latin America, complemented by consulting, BPO, market research, CATI phone surveys, and dedicated industry solutions such as automotive data and totem-based fresh feedback.
Product overview
INDECX is a Brazil-based Customer Experience management platform offering a comprehensive suite of products and solutions. The core platform consists of INDECX XM (CX management with multichannel surveys and AI analytics) and INDECX HUB (VoC 360 for unifying customer feedback across all channels). These are complemented by the INDECX TOTEM/Fresh Feedback (physical survey kiosk), multiple vertical solutions (Automotive Data, Phone Surveys CATI, Market Research, CX BPO, CX Consulting), and INDECX Academy for CX training and certification. The platform integrates with major CRMs (Salesforce, HubSpot, Zendesk, Microsoft Dynamics), social media, government complaint portals (Reclame Aqui, Consumidor.gov), and offers a RESTful API with SDKs for custom integrations. Built entirely in Brazil since 2014 with proprietary AI for sentiment analysis, categorization, and predictive churn analytics.
Differentiator
Problem solved
Functional benefit
Brands
- INDECX XM: CX Platform for customer experience management with real-time feedback collection across multiple digital channels, AI-powered reports, and root cause analysis.
- INDECX HUB
- INDECX TOTEM (Fresh Feedback)
Products and services
- INDECX XM
Quantifiable outcome
- Veloe raised NPS to excellence zone by integrating 100% of customer voice into strategic decisions
- +3 more outcomes
Companies that use INDECX
Customer profileNamed customers10 records
Segments6 records
Ideal customer profiles3 records
INDECX technology and API
TechnologyTechnology focussed Yes
API detail
- Has API
- Yes
- API docs
- API detail
Core technology
AI maturity
App detail
Integration15 records
AI capability7 records
Feature10 records
INDECX partnerships and signals
Strategic signalPartnerships
Eleven partnerships are on record, tiered core, key, specialized and supporting.
- SalesforcecoreNative integration with Salesforce CRM enabling bidirectional data synchronization, automated survey triggers based on CRM events, and unified customer view combining CX data with sales and support information.
- HubSpotcoreNative integration with HubSpot marketing and sales platform for automated survey distribution, contact scoring based on NPS, and campaign effectiveness measurement.
- ZendeskcoreIntegration with Zendesk customer service platform for closing the loop on detractors, linking support tickets to satisfaction scores, and improving service quality based on customer feedback.
- Microsoft Dynamics 365keyIntegration with Microsoft Dynamics 365 ERP/CRM for enterprise customers requiring Microsoft ecosystem compatibility and data synchronization across business systems.
- WhatsAppcoreWhatsApp Business integration as a primary survey channel enabling organizations to collect customer feedback directly through WhatsApp messaging, achieving high response rates.
- RD StationkeyIntegration with RD Station marketing automation platform for Brazilian market, enabling automated marketing-driven survey triggers and lead quality correlation with customer satisfaction.
- Reclame AquikeyReal-time monitoring and response integration with Reclame Aqui, Brazil's leading consumer complaint platform. Enables organizations to track, respond, and manage customer complaints within the INDECX HUB unified view.
- Consumidor.govkeyIntegration with Consumidor.gov.br government consumer complaint platform for compliance tracking and unified complaint management within the INDECX HUB.
- MV Healthcare TasyspecializedSpecialized integration with MV Tasy healthcare information system for patient experience measurement in hospitals and clinics, meeting healthcare-specific compliance requirements.
- Google Meu NegóciosupportingIntegration with Google My Business for location-based customer feedback collection and review management across multiple business locations.
- X (Twitter)supportingSocial media monitoring integration for capturing customer mentions and sentiment on X (Twitter) as part of the unified VoC 360 data consolidation.
Scale indicators11 records
Recent moves9 records
Expansion highlights7 records
INDECX competitors and assessment
Company assessmentDirect peers
- Qualtrics: Direct global competitor in experience management and Voice of Customer analytics. Both INDECX and Qualtrics sell multi-channel survey collection, sentiment analysis, NPS/CSAT measurement and closed-loop workflows to enterprise customers, making Qualtrics the most direct comparator for INDECX's core platform business.
- SurveyMonkey (Momentive): SurveyMonkey is a direct peer in survey-based customer feedback collection, NPS measurement and self-serve analytics. It serves a similar SMB-to-mid-market buyer and competes with INDECX XM in the standardized CX survey market.
- Medallia: Direct competitor in enterprise CX and VoC with text analytics, omni-channel feedback, and predictive analytics. Comparable to INDECX in targeting large enterprise CX programs with AI-driven insight generation, and represents the global standard INDECX competes against for multinational accounts in Brazil.
Broad incumbents
- Zendesk: Broader customer experience and customer service platform that overlaps with INDECX's CX, omnichannel and Zendesk-integrated use cases. As a much larger, publicly traded incumbent with deep penetration in Brazil, Zendesk is a comparable incumbent that competes for the same enterprise CX/VoC budget.
- Salesforce (Experience Cloud / Survey): Salesforce offers CX-adjacent survey and feedback capabilities inside its CRM platform. As INDECX has a native Salesforce integration, Salesforce is both a partner and the broadest incumbent competitor for end-to-end enterprise CX programs in Brazil and globally.
- HubSpot (Service Hub / Customer Feedback): HubSpot offers customer feedback and NPS tooling as part of its CRM platform, directly overlapping with INDECX's mid-market positioning. Like Salesforce, HubSpot is a current integration partner of INDECX and a broader incumbent competing for the same marketing/CRM-led CX buyer.
Regional players
- Tracksale: Brazilian NPS platform focused on retail and consumer brands, with strong penetration in Brazilian e-commerce. Tracksale is the closest local pure-play NPS competitor to INDECX, making it a direct regional comparable for the Brazilian mid-market CX segment.
- Weni: Brazilian customer engagement platform combining CX surveys, WhatsApp automation and AI analytics. Weni is a regional peer that directly overlaps with INDECX on WhatsApp-native feedback and AI-driven customer engagement in the Brazilian market.
Emerging players
- Typeform: Typeform is an emerging player in conversational surveys and form-based customer feedback with growing enterprise CX use cases. It overlaps with INDECX's 'Smart Questionnaires' product and competes for design-conscious mid-market and SMB customers.
- AskNicely: NPS and customer experience platform focused on frontline teams and operational CX workflows. AskNicely is an emerging peer with comparable NPS measurement, coaching loops, and SMB/mid-market positioning to INDECX's lighter-weight deployments.
Market position
Strengths5 records
Weaknesses5 records
Competitive moat6 records
Key risks6 records
Key highlights7 records
Customer concentration
INDECX social profiles
Digital presenceINDECX compliance and trust
Trust signalCompliance7 records
INDECX financial estimates
Financial estimateRevenue estimate
Valuation estimate
INDECX leadership team
Management profileNumber of profiles
Profiles6 records
INDECX subsidiaries and ownership
Company hierarchySubsidiaries1 record
INDECX funding detail
Funding detailFunding overview
Funding rounds
Investors
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
INDECX M&A and investment
M&A and investmentM&A2 records
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about INDECX
What does INDECX do?
INDECX operates a cloud-based Customer Experience (CX) and Voice of the Customer (VoC) platform that enables enterprises to design, distribute, and analyze multichannel customer feedback surveys. The platform combines real-time analytics, AI-powered sentiment and churn prediction, automated dashboards, and integrations with CRM, helpdesk, and messaging tools. It is sold primarily as a subscription to mid-market and enterprise companies in Brazil and Latin America, complemented by consulting, BPO, market research, CATI phone surveys, and dedicated industry solutions such as automotive data and totem-based fresh feedback.
Is INDECX a public or private company?
INDECX is a private company. It is classified as founder individual operated bootstrapped and is currently operating.
When was INDECX founded?
INDECX was founded in 2010. It employs 101 to 250 people.
Where is INDECX based?
INDECX is headquartered in Campinas, Brazil, in the Latin America region.
How does INDECX make money?
Eight revenue lines are on record. INDECX XM Platform Subscription is the primary driver. The others are INDECX HUB Platform Subscription, survey Totem Hardware and Software, CX BPO Services, CX Consulting Services, CATI Phone Survey Services, market Research Studies and INDECX Academy Training.
Who are INDECX's main competitors?
Direct peers on record are Qualtrics, SurveyMonkey (Momentive) and Medallia. Broad incumbents are Zendesk, Salesforce (Experience Cloud / Survey) and HubSpot (Service Hub / Customer Feedback). Regional players are Tracksale and Weni. Emerging players are Typeform and AskNicely.
Does INDECX have an API?
Yes. Complete RESTful API for integration with systems. Endpoints for surveys, responses, reports, and more. Supports OAuth 2.0 or API Key authentication, standardized JSON responses, transparent rate limiting, pagination and filter support. Official SDKs available for JavaScript, Python, PHP, and Ruby. Webhooks for real-time notifications about important events. Developer documentation is at github.com/indecx/doc-indecx/blob/main/api_v3.md.
What industry is INDECX in?
INDECX's product category is Customer Experience Management Software. Its primary akta.pro industry code is BPAHALAK, Customer Experience (CX) & Voice-of-Customer Analytics, with a secondary code of BPAHAEAC, Customer Experience (CX) & Digital Experience. Its NAICS code is 513210 and its SIC code is 7372.