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 (available only for CCE platform in v12.2), 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 Surveys: A Web-based survey form 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 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.
The application exposes integration APIs to pull and play survey questions and record customer feedback. Read more...
To install the solution, see this deployment guide.
To learn more about the app configurations and how-to guides, see User Guide.
Click here to access the release notes.
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.