Genesys Genesys



Connect Qualtrics CustomerXM for Customer Care with your Genesys PureCloud platform to add context to your customer support journey.

Core Experience

Customer Experience

Created By

By Qualtrics

With the integration between Qualtrics and Genesys PureCloud, contact centers can seamlessly deploy post-interaction feedback requests via email, SMS and chat, and automate the closed loop process through Qualtrics based on customer feedback

Outcomes Delivered

Predict, understand, and act on customer issues to improve the support experience

  • Improve response rates by automatically flagging problems like: broken question logic, mobile compatibility, and legal compliance issues
  • See the key drivers of churn, loyalty, and satisfaction and know how to prioritize actions for maximum impact
  • Identify frontline coaching opportunities to better the customer experience and improve engagement effectiveness

Category Tags

Improve customer support satisfaction

Understand what’s driving customer satisfaction and identify areas to improve the support experience. With customized, role-based dashboards and automated action workflows, you can share insights effortlessly across the organization and take action.

Reduce the cost to serve

Measure the entire support journey and uncover and fix frustrating and costly experience gaps – for your customers and your agents.

Solution Details

  • Deploy dynamic surveys based on 20+ attributes such as contact frequency, geolocation, and customer segments
  • Automate alerts and actions based on defined thresholds for metrics such as CSAT, Customer Effort Score, or NPS
  • Create new tickets based on actions triggered from customer feedback and assign owners
  • Improve response rates by automatically surfacing survey problems like: broken question logic, mobile compatibility, legal compliance issues, and even potential bias in survey question wording
  • Connect systems with no coding required. This out-of-the-box solution only requires configuration and authentication



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Qualtrics Experience Management Platform™ is used by the world’s most iconic brands to
optimize the four core experiences of business.

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