Engage your customers with targeted, in-the-moment survey
- Collect feedback from your customers immediately after their interactions with your agent via IVR
automated survey that are delivered based on the business
- Building a survey is simple and straightforward with templates or point-to-click designer. Surveys
are presented based on the rules your business define which cna be dynamic and relevant.
Facilitate Timely Action
By defining rules to trigger alerts automatically and being able to link feedback to actuall call
recordings, your business can drill down to specific calls for further analysis or implement a broader
strategic change such as initiating training programs to help optimize agent engagement and
retention level or restructure your business to align with current customer demand
Provide Real-Time Reporting and Analytics
Create rich, relevant report and dashboard to help your team turn feedback into actions:
- Participation Metric Reports: Overview and detail view of response and completion rate, question
detail ,individual and aggregated responses, access to recorded calls and more
-Business Objective Reports: Summary of metrics to identify strong and weak performers for agent,
supervisor and manager level
-KPI Correlation Matrix: Discrepancies between two or more areas of strength and weaknesses
Combine with other VoC solution to improve your Overall Customer Experience
Combine with Verint Enterprise Feedback Management to capture customer sentiment across
additional channels such as email, website, mobile and SMS to achieve a comprehensive view.
This comprehensive view can help you gain a clearer picture of customer perception and drive
actions to improve customer experience and gain competitve advantage in your business
Ready to get started?
Contact us