ACTIVE_Surveys/ Quality Assurance

Omnichannel Survey

Cisco Unified Contact Center Express (UCCX), Enterprise (UCCE or PCCE)

Get customer feedback by triggering surveys via voice (IVR), SMS or web. Call center surveys can be happened as part of the call if the agent or script forwards the call to the survey or alternatively, at the end of the call as a separate follow-up survey. 

Available for all Cisco contact center platforms including Express UCCX, Enterprise UCCE and Packaged CCE.

Preferred Channel Selection

Select the most appropriate channel to get customer feedback. Play an IVR with a certain set of questions or send an SMS at the end of the call and/or show a web survey to the customer with a customizable questionnaire at the end of a UCCX chat.

Online Management of Call Center Surveys

Create several surveys per call center DN or helpline with a web-based admin portal. Switch a survey on or off at any time. Control survey execution with schedules to run surveys only during specified hour(s) of a day, day(s) of the week.

User-defined Questionnaires

Administrators define survey questions on their own. Add as many as 10 questions in a survey. Use different questionnaires in different surveys based on conditions such as the DN where the call landed.

Callback Surveys

Dial a delayed callback survey to the customer as soon an inbound call ends or proactively to a list of customers. Configure the callback delay as per your business requirements.

Reports

Get customer insights with detailed survey reports. Since the survey solution is part of Expertflow CIM, survey results can also be attached to the customer interaction history and made available to agents with the Customer Profile & Interactions gadget, to let them handle future interactions more carefully .

Survey scores can be extracted and stored in external systems such as your CRM over APIs and can also be made available as Cisco CUIC reports.

Hardware Requirements

See Hardware Sizing sheet for machine specifications.

Software Requirements

Operating SystemCentOS 7
BrowserChrome (the latest)
Docker CEDocker CE 18+ and docker-compose

Compatibility with specific versions of Cisco Contact Center Express and Enterprise

Cisco Unified Contact Center Enterprise (UCCE, PCCE)

versions10.0, 10.5 and higher

Cisco Unified Contact Center Express (UCCX)

Docker CE 18+ and docker-compose
versions10.5 and higher (Enhanced and Premium)
Docker CE
FeatureExperflowCisco
Easy-to-manage survey configuration with a web-based UIhttp://www.expertflow.com/wp-content/uploads/tick.pngLimited
Survey after outbound campaign calls as well as routine inbound callshttp://www.expertflow.com/wp-content/uploads/tick.png
Survey Switch – Start/stop a surveyhttp://www.expertflow.com/wp-content/uploads/tick.pngLimited – IVR script needs to be modified
Reusable questionnaireshttp://www.expertflow.com/wp-content/uploads/tick.pngLimited- IVR script needs to be modified
Schedule surveys for specific hour(s) of a day, day(s) of the weekhttp://www.expertflow.com/wp-content/uploads/tick.pngLimited – IVR script needs to be modified
Email notifications to notify about poor ratingshttp://www.expertflow.com/wp-content/uploads/tick.png
SMS Surveyshttp://www.expertflow.com/wp-content/uploads/tick.png
Web Surveys – with an integration to the 3rd party chat clienthttp://www.expertflow.com/wp-content/uploads/tick.png
Outbound callback surveyshttp://www.expertflow.com/wp-content/uploads/tick.png
Survey Reportshttp://www.expertflow.com/wp-content/uploads/tick.png
Survey integration APIs – for an integration with chat solutionshttp://www.expertflow.com/wp-content/uploads/tick.png

Limitations with respect to CCX/E

FeatureDescriptionFor CCEFor CCX
Automated survey after inbound callAutomated survey on the same inbound callAvailableAvailable
Outbound Survey callsGenerate a separate outbound call after the inbound call endsAvailableRoadmap
Do-Not-Call ListAdding do not call numbers in the DNC list so the system never makes a survey call to those numbersAvailableRoadmap
Proactive Voice SurveysMake outbound calls immediately on the uploaded CSVAvailableRoadmap
Proactive SMS SurveysRun outbound SMS surveys instantly on a collection of numbersRoadmapAvailable
Survey Settings for Repetitive CallersChoose when a caller should listen to the survey if he repeated calls x times within y periodAvailableRoadmap
SMS SurveysSend SMS survey to the customer once a call endsAvailableAvailable
Survey for selective agentsCreate surveys for selective agents to evaluate agent performanceRoadmapAvailable

Customer Interaction Management

Schedule, track, score customer interactions and context, linked to your CRM
Campaigns
Multi-channel outbound campaign manager, directly from a CRM
Callback
Callers can request a callback either from a webpage or while waiting in a calling queue
Surveys / Quality Assurance
Quality Assurance and Customer (satisfaction) scores after a call / interaction
Customer Profiles
Add/ edit customer records on-premise. Sync Customer profiles from the corresponding CRMs
Interaction history
Follow a customer's journey across channels (IVR, Voice, Email, Chat, Social, SMS). Do the same per agent and link it to your CRM
Agent Guidance
Scripted call guides and forms for agents
Tagging and Wrap up
Add tags/ labels/ wrap-up reasons to interactions