VoC for Genesys Cloud
CentraCX is a powerful voice-of-the-customer platform that allows you to collect, understand and action customer feedback. Combining CentraCX and Genesys Cloud supercharges your feedback program with seamless collection of customer feedback on every interaction channel together with machine learning driven agent engagement, all through a single agent interface.
Why CentraCX for Genesys Cloud
Simple and fast setup. Install directly from Genesys AppFoundry and start using immediately
Native integration with Genesys Cloud for seamless agent experiences and richer customer data
Seamlessly trigger surveys from any Genesys Cloud interaction channels, agent simply ends interaction
Simple, cost-effective pricing model with no commitments, minimums or terms.
What is CentraCX?
CentraCX is a voice-of-the-customer SaaS based survey platform that enables real business improvements. Make the customer the centre of your business by collecting, understanding, and actioning their feedback at any point of their journey via any channel you want.
One platform. Multi-channel.
- Survey customers via any channel – Voice, Email, Web, SMS and API
- Seamlessly trigger surveys at any time
- Create your own metrics
- Capture feedback both in digital and voice channels
ML Driven Analytics.
- Agent and team specific feedback
- Meta data driven analytics
- Speech to Text transcription analysis
Real-time Contextual Data at your fingertips.
- Customisable interactive dashboards with individual, team and organisation metrics
- Real-time and ML data for frontline staff, team leaders and managers
- Drive action immediately.
CentraCX solutions for Genesys Cloud
CentraCX’s simple pricing provides a low entry point with a monthly cap for cost control.
| Capability | Survey | Voice of the Customer | |
| Collect | Channels | Voice, Email, SMS, Webchat | Voice, Email, SMS, Webchat, Web, API |
| Maximum questions per survey | 5 | Unlimited | |
| Maximum active surveys | 2 | Unlimited | |
| Prebuilt Contact Centre Integrations |  |
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| Prebuilt Best Practice VOC Surveys | |
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| Custom Integrations (Trigger API) | |
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| Understand | Voice to Text Transcription | |
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| N-Tier Organisation Hierarchy | |
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| Realtime Dashboards | |
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| Machine Learning - Voice Transcription | |
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| Machine Learning - Reason for Dissatisfaction | |
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| Action | Real time frontline feed | |
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| Whole of Business Collaboration | |
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| Notebooks | |
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| Service Recovery Business Process | |
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| Survey Lifecycle Action Engine | |
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| Custom Integrations (Action API) | |
Customers we’ve worked with
