Post Collaboration Surveys
This solution allows managers to run customer satisfaction surveys following their interactions with the call center, including voice calls and web chats.
Surveys through the 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 talking to the contact center representative.
SMS Surveys: As a replacement for IVR surveys, an SMS message can also be sent to take quick customer feedback after an inbound call ends.
A Contact center can run multiple surveys of different types simultaneously for its different call center services and DNs (Dialed Numbers).