Genesys Product card

Value Proposition

NPS for Genesys offers an automatic and flexible survey set-up that enables you to view insightful feedback data in Genesys. Our Genesys plug-in is an extension of your existing nps.today account and customer loyalty program.

Below you see a demonstration video of our Genesys plug-in:

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MEASURE

• Set up and manage branded surveys

• Set up automated survey triggers after ended conversation.

• Set up NPS triggers in other customer systems

UNDERSTAND

• Make feedback visible for the agent when claiming a call.

• Make feedback visible in all your other customer systems like Salesforce, Teams, Slack, and Outlook

• Analyze feedback in your favorite BI system, incl. the plug & play app for Power BI

• Identify trends with manual or AI based tagging/categorization

ACT

• Set up automated email alerts and notifications based on responses in nps.today.

Key Features

Send Survey

Automated surveys

The integration ensures that after any conversation ends — whether it was a phone call, a chat, an email exchange, or a messaging session, the customer is automatically sent a survey. This ensures a complete picture of customer satisfaction regardless of how the customer chooses to contact us.

Survey fatigue

Our throttling feature prevents survey fatigue by automatically checking when a customer last provided feedback. This intelligent anti-spam logic ensures surveys are skipped (or the IVR prompt is bypassed) if a recent feedback submission is detected, protecting the customer experience.

View response data in Genesys

See Customer Feedback Instantly

When an agent receives a call or is reviewing a recently finished interaction, the customer's previous feedback history is displayed directly within the Interaction Widget. This equips the agent to be fully prepared and informed before they answer the call, instantly knowing if they are engaging with a highly satisfied customer or one who needs special attention, thus enabling immediate service personalization.

Personalized Performance Review

The Employee widget provides a dedicated app where the agent can easily see all feedback that customers have submitted on conversations they have handled.
This grants agents full transparency into their individual performance, fostering continuous self-improvement and helping them track how their service approach impacts customer satisfaction.

Close the loop

Set up automated email notification

Create automated email notifications when a customer submits important feedback. These notifications are sent directly to the agent or their manager, enabling them to rapidly act on incoming responses and close the feedback loop.