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 happen as part of the call by routing the call to the call at the end of the agent-call. Alternatively, after the call as a separate follow-up survey.

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

Pricing

Preferred Channel Selection

Select the most appropriate channel to get customer feedback. Use your IVR to utter a set of questions or send 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.

This feature is currently only available for the Cisco CCE platform. The support for CCX will also be added soon.

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.

Survey Dashboards

A customized survey dashboard can be designed through ExpertFlow Dashboards&Wallboards Application.

You can define gadgets and see statistical survey data the way you wish.

The Dashboard application is not added to the default product offering. Talk to sales to add the module on demand if required.

See Survey Features for more details.

Hardware Requirements

See Hardware Sizing sheet for machine specifications.

Software Requirements

Operating System	CentOS 7
Browser	Chrome (the latest)
Docker CE	Docker CE 18+ and docker-compose
Database	MS SQL Server 2014/2016 Standard or Enterprise editions. To support an HA deployment, an SQL Server fail over cluster is required to be set up to provide DB fail over.

Compatibility with specific versions of Cisco Contact Center Express and Enterprise

Cisco Unified Contact Center Enterprise (UCCE, PCCE)

versions

11.5 and higher

An on-demand test cycle may be executed on versions other than the above.

Cisco Unified Contact Center Express (UCCX)

versions

11.5 and higher (Premium)

An on-demand test cycle may be executed on versions other than the above.

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
Outbound callback surveys
Survey Reports
Survey integration APIs - for an integration with chat solutions

Limitations with respect to CCX/E

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