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

Get customer feedback by triggering surveys via voice (IVR), SMS or web. Callcenter 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. 

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.

Reports

Get customer insights with detailed survey reports. Since the survey solution is part of Expertflow CIM, survey results can 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 in Cisco CUIC reports.

Hardware Requirements

See Hardware Sizing sheet for 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

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