Omnichannel Survey Solution for Cisco Contact CentersCisco Unified Contact Center Express (UCCX), Enterprise (UCCE) or PCCE

Get customer feedback for multi-channel interactions, including voice calls, web chats, or physical interactions at a shop/site.

Online Management of Contact Center Surveys

Run several surveys simultaneously per each contact center helpline. Switch a survey on and off at any time. Scheduling allows conducting surveys during the specified hour(s) of a day, day(s) of the week.

Survey via preferred channel

Catch customer feedback through frequently used media channels. Drop a quick survey SMS as soon a customer leaves the site/shop. Show customized questionnaires to customers on the web as an online chat ends and/or present the customer with a questionnaire to be answered on the IVR.

User-defined Questionnaires

Define survey questions on your own. Add as many as 10 questions in a survey. Keep using the same or define different questions for all contact center helplines.

Reports

Detailed statistical reports provide deep insights into customer feedback patterns, shows a percentage of favorable, unfavorable answers.

Note: Collaboration Survey can co-reside with any other CC Admin module.

Hardware Requirements

See Hardware Sizing sheet for accurate machine specifications.

Software Requirements

Operating System Windows Server 2012 Standard Edition R2
Browser Chrome (the latest)

Compatibility with specific versions of Cisco Contact Center Express and Enterprise

Cisco Unified Contact Center Enterprise (UCCE, PCCE)

versions 10.0, 10.5 and higher

Cisco Unified Contact Center Express (UCCX)

versions 10.5 and higher (Enhanced and Premium)
Feature Experflow Cisco
Easy-to-manage survey configuration with a web-based UI Limited
Survey after outbound campaign calls as well as routine inbound calls
Survey Switch - Start/stop a survey Limited - IVR script needs to be modified
Reusable questionnaires Limited- IVR script needs to be modified
Schedule surveys for specific hour(s) of a day, day(s) of the week Limited - IVR script needs to be modified
Email notifications to notify about poor ratings
SMS Surveys
Web Surveys - with an integration to the 3rd party chat client
Permissions-based access
Outbound callback surveys
Survey Reports
Survey integration APIs - for an integration with chat solutions

Functionality Limitations with respect to CCX/E

Feature Description For CCE For CCX
Automated survey after inbound call Automated survey on the same inbound call
Outbound Survey calls Generate a separate outbound call after the inbound call ends Roadmap
Do-Not-Call List Adding do not call numbers in the DNC list so the system never makes a survey call to those numbers Roadmap
Proactive Voice Surveys Make outbound calls immediately on the uploaded CSV Roadmap
Proactive SMS Surveys Run outbound SMS surveys instantly on a collection of numbers Roadmap
Survey Settings for Repetitive Callers Choose when a caller should listen to the survey if he repeated calls x times within y period Roadmap
SMS Surveys Send SMS survey to the customer once a call ends Roadmap
Survey for selective agents Create surveys for selective agents to evaluate agent performance Roadmap
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