Why are so many callers leaving self-service?
Callers exit early and wait for an agent instead of finishing in the IVR.
CXi · IVR analytics for Genesys Cloud
See where callers struggle, and fix it.
CXi (Customer Experience Insights) maps the full customer journey through your Genesys Cloud IVR and analyzes every call end to end, so you know exactly where callers complete, transfer or give up.
End to endEvery call path mapped
PinpointedSticking points found
CentralizedOne place for IVR reports
Genesys CloudBuilt for your IVR flows
Illustration of an IVR journey report. Steps and figures are examples.
Sound familiar?
Questions every contact center asks about its IVR.
Customers expect quick, personal self-service. When the IVR falls short, containment, satisfaction and costs all suffer, and the cause is hard to see.
Where exactly do callers hang up or transfer?
Hang-ups and unnecessary transfers raise cost and frustrate customers.
Is something broken that nobody has noticed?
Faults and downtime go unseen until customers start to complain.
What is CXi?
Turn IVR call data into a roadmap for better self-service.
CXi is Pointel's IVR analytics platform for Genesys Cloud. It follows each call from the first prompt to self-service completion, a transfer to an agent or a hang-up.
Without CXi
You know something is wrong
But not where, or why.
- Abandons are a single total, with no step attached
- Transfer rates show how many, not where from
- IVR reporting is scattered across systems
- Changes are judged on opinion, not data
With CXi
You see the exact step
So the fix is clear.
- Every call path mapped end to end
- The precise prompt where callers leave
- Where and why calls transfer to agents
- Centralized reports and a fact-based roadmap
What CXi shows you
Understand every step of the IVR journey.
From the first prompt to the final outcome, in one analytics platform.
01
Map every customer journey
CXi reconstructs each call's path through your IVR menus and prompts, and analyzes it end to end, from entry to completion, transfer or abandon.
- Journey mapping across every IVR path
- End-to-end analysis of each call
Billing line journeyThis week
Main menuAccount numberPayment
62%Self-service
27%To agent
11%Abandoned
Illustrative values.
02
Pinpoint where callers struggle
Find the steps where customers repeat, hesitate or hang up, and see exactly where calls leave self-service for an agent.
- Sticking points highlighted
- Transfer and abandon insight by step
Drop-offs by stepShare of drop-offs
Illustrative values.
03
Report and track in one place
Centralized reports on IVR performance and customer–IVR interactions, so you can see how each change to the IVR affects results over time.
- IVR performance and interaction reports
- Trends before and after IVR changes
ContainmentAfter simplifying a step
58%Before change
62%After change
Illustrative values.
What CXi helps you decide
Make IVR decisions on facts, not opinions.
CXi converts call data into business intelligence for the choices that shape your self-service experience.
Call flow design
Simplify the menus and prompts that slow callers down, and turn your IVR into a more contextual, adaptive experience.
Reports available depend on your Genesys Cloud IVR flows and how CXi is configured for you.
Call spikes
See how the IVR and transfers behave under heavy volume.
Self-service options
Decide which tasks callers can complete without an agent.
Agent transfers
Send the right calls to agents, and keep the rest in self-service.
Breakpoints
Spot downtime and faults before customers report them.
How it works
From call data to better journeys.
A repeatable cycle for improving your Genesys Cloud IVR.
Collect
CXi gathers data from calls through your Genesys Cloud IVR.
Map
Each call's path through menus and prompts is reconstructed.
Analyze
Containment, transfers and abandons are measured at every step.
Report
Results appear in central reports and sticking-point views.
Improve
Teams fix bottlenecks and measure the difference.
Who it's for
One view of the IVR for every team.
The same journey data answers different questions for each team.
CX leaders
How customers really experience self-service.
Operations
Call spikes, transfers and service levels.
Business analysts
IVR KPIs together in one place.
IVR designers
Which steps to simplify or redesign.
IT operations
Downtime and breakpoints, found fast.
FAQ
CXi questions.
Can't find what you're looking for? Our team can walk you through CXi with your own IVR in mind.
Ask a questionWhat is CXi?
Pointel's IVR analytics platform for Genesys Cloud. It maps the customer journey through your Genesys Cloud IVR and analyzes calls end to end to give actionable insight.
Which platform does CXi work with?
CXi works with Genesys Cloud and analyzes calls through your Genesys Cloud IVR flows.
What problems does CXi help find?
Poor containment, disconnects, high drop-out and transfer rates, IVR downtime and breakpoints.
What reports does CXi provide?
Reports on IVR performance, customer–IVR interactions and the sticking points that cause customers to struggle, all in one place.
Does it help during call spikes?
Yes. It shows how the IVR and transfers behave under heavy volume, so you can decide how to handle spikes.
How is CXi different from STAMP?
STAMP tests IVR and contact center flows before and after changes. CXi analyzes how real customers move through the IVR.
Find the step that's costing you callers.
See how CXi maps your Genesys Cloud IVR journeys and shows where to improve.