Voice of the Customer
With Centra CX VOC for Cloud Platforms you can add seamlessly integrated post-call IVR surveys to your cloud based contact center platform as well as collect customer feedback from email, web-chat, SMS and online channels.
- Automatically trigger Post interaction IVR, Email, Webchat or SMS Surveys
- Decide which survey to trigger based on customer or attached data
- Associate surveys with agents, teams, business units and divisions.
CentraCX VOC for Cloud Platforms provides flexible integration options that makes it easy for IT and seamless for your contact center.
Centra CX VOC post interaction surveys are triggered by a script on agent disconnect that is loaded within your cloud based platform. The script securely invokes the CentraCX VOC Trigger API and passes selected attached metadata. In the case of IVR Surveys the caller is then transferred to the Centra PSTN or SIP phone number that is returned by the CentraCX VOC trigger API.
CallerID & SIP Header Integration
For cloud based platforms that do not support scripting or script execution on disconnect the Caller ID or SIP Header mechanism provides an easy and effective integration capability.
At the conclusion of the customer call the agent performs a blind transfer to the nominated CentraCX PSTN number or SIP URL. In the instance of PSTN transfers the CallerID / ANI is compared against a mapping for each agent and the correct survey to be tirgerred and the associated agent are identified.
For SIP based transfers the SIP FROM field is utilised and optionally the identifier for the survey can be included with a custom SIP header field.
PIN based integration does not rely only inherent capabilities within the cloud contact centre platform and as a result can be used with any platform.
In this situation the agent places the customer on hold near the conclusion of their interaction and utilises a ‘speed dial’ to initiate a ‘two step transfer’ to the Centra CX VOC survey. The agent is asked to enter a PIN that is assigned uniquely to them. The agent then completes the transfers allowing the customer to complete the survey whilst the agent is ready for their next call