CX Index™ a leading Customer Experience Management Software announced today that its Voice of the Customer technology will be featured on the Genesys App Foundry.

Through the Genesys AppFoundry, CX Index™ will deliver enhanced listening capabilities to enterprises and SMBs worldwide. CX Index™ believes that the best way for contact centres to deliver great customer experiences is to empower the front line individuals to take ownership of managing their own performance.

The CX Index™ contact centre suite allows this to happen, by seamlessly enabling front line employees to track their own customer satisfaction providing a clear picture of the aspects of their interactions that customers are satisfied or disappointed with. Not all agents are star players, but some have qualities that can be improved for everyone’s benefit. CX Index™ makes this job easier and removes unnecessary reporting work from managers.

A suite of tools has been carefully designed to enable front line team members to take ownership of improving their own customer service performance, providing the capability to better serve customers and deliver winning customer experiences.

You may need to integrate data from a range of channels and data sets and CX Index™ has spent the time making this job relatively straightforward. Listening to the voice of the customer is something our customers love to do.

About the Genesys AppFoundry

The Genesys AppFoundry provides developers, ISVs, VARs and even customers a path to market via a feature rich marketplace-listing portal that allows our customers to browse and search for new solutions that solve problems or add value in their Genesys environment.

In addition to providing a platform to market for new solutions, the program also gives partners the opportunity to co-market their solution at Genesys events, webinars, and to the press. Finally, the marketplace program provides a commercial model that allows third-parties to directly compensate our sales force for sales of apps listed in the marketplace.

A collaboration of 2 Irish companies, CarTrawler and CX Index has won in the customer experience category in Ovum’s 3rd annual “On the Radar” awards for using customer feedback to drive business decisions.

Significantly, the collaboration means that through the CX Index platform Cartrawler is able to distribute meaningful data across the global car rental industry and this is central to what led to CX index and Cartrawler winning the award. In a recent piece of research, Jeremy Cox the principal analyst in CRM wrote:

“CX Index is a young, innovative company that has the potential to disrupt the traditional benchmarking industry by delivering real-time, closed-loop, comparative performance metrics that can be integrated with a firm’s operational systems.”

At the recently industry congress held in London, Ovum shortlisted Car Trawler for their use of CX Index’s innovative platform using customer feedback to drive business decisions. CarTrawler now leverage the data captured via CX Index to ensure that their customers’ experience is being maintained and can pull levers with suppliers to ensure standards are met.

CX Index™ founder and CEO David Heneghan said, that

“A key strategy of CX Index is to focus on breadth of data and partner with businesses that already have access to wide data sets. This approach means that through one channel, we can facilitate distribution of live comparative insights that have a real impact on business decisions across a whole industry.”

“By focusing on this approach, we can change how businesses look at customer data. A convenient by-product of this approach is that we can deliver deeper context on an industry wide basis at lower cost”.

“CarTrawler have been great supporters of our business and this is our first major project in the context of industry wide benchmarking. To be shortlisted by Ovum is a great endorsement of our strategy.

CarTrawler is a perfect match for our platform, and we see this is the beginning of a long journey that will be of very significant benefit to CarTrawler, the ground transportation industry and ultimately the customers who are renting the cars.”

Other businesses nominated in the Customer Experience category at the  Ovum Industry Congress which was held in London on May 12^th, were Canadian wireless and internet provider TELUS and mobile network provider Digicel.