PCS allows managers to run customer satisfaction surveys following their interactions with the call center including interactions through voice calls and web chats.
Surveys through following channels are available as of today:
- IVR surveys: An IVR-based questionnaire can be played to a customer over the same incoming call or as a separate outbound call (for now available only for CCE deployments), once the customer ends up talking to the contact center representative.
- SMS Surveys: As a replacement to IVR surveys, an SMS message can also be sent to take quick customer feedback after an inbound call ends.
- Web Survey: A Web-based survey can be pushed to the customer at the end of a web chat. Note that PCS exposes RESTful APIs for 3rd-party chat engines to trigger a web survey automatically at the end of a web chat.
A Contact center can run multiple surveys of different types simultaneously for its different call center services and DNs (Dialed Numbers).
For product features, see business features.
Surveys exposes integration APIs to fetch survey details record customer feedback. Read more...
To install the solution, see this deployment guide.
To learn more about configuration of Surveys components, see users and configuration guides.
Click here, to access our release notes for this version.
For a complete technical specification of the solution including solution setup prerequisites, solution architecture, deployment models, see Solution Reference.
To view complete solution requirements, click here.