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.
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.
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 RequirementsSee Hardware Sizing sheet for machine specifications.
|Operating System||Windows Server 2012 Standard Edition R2|
|Browser||Chrome (the latest)|
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)|
|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|
|Web Surveys – with an integration to the 3rd party chat client|
|Outbound callback surveys|
|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|