Omnichannel Survey
Cisco Unified Contact Center Express (UCCX), Enterprise (UCCE or PCCE)
Get customer feedback by triggering surveys via voice IVR, SMS or web. Surveys can be happen as part of the call if the agent (or script) forwards the call to the survey tool. Alternatively, it can happen as a separate follow-up survey, after any type of interaction (voice call, SMS, Email).

Preferred Channel Selection

Select the most appropriate channel for feedback or combine them. Play an IVR with a certain set of questions, or send an SMS at the end of the call. You can also present a questionnaire on the web after an online chat ends.

Online Management of Contact Center Surveys

Run several surveys simultaneously per each contact center helpline. Switch a survey on and off at any time. Schedule surveys during specified hour(s) of a day, day(s) of the week, or for certain customer profiles.

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.


View survey results in historical or real-time reports. The survey solution is part of Expertflow's customer interaction Module (EF CIM), and all survey results will be attached to the customer interaction history, which is available though a RESTful API. It can be extracted and combined with external data such as your CRM, or with reporting tools such as Cisco CUIC or Expertflow's Wallboard if yould like to monitor customer satisfaction in real-time.

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
Multi-channel outbound campaign manager, directly from a CRM
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