Survey Manager

Know What Your Customers Are Thinking  - Survey Across All Communication Channels

Syntellect Survey Manager is a component of Syntellect Customer Interaction Management (CIM) that enables contact centers to survey callers about their experience, providing valuable insight into customer perception, satisfaction and their overall feeling about your contact center. Survey Manager allows contact center managers to quickly and easily measure satisfaction by incorporating surveys across all channels of contact center communication.

The power of Survey Manager is using a single point of management for survey administration, tracking and proactive responses, making it easier to change surveys at any time. Survey Manager also includes proactive notification and escalation features to allow management to take action in real-time, such as escalation to a manager or schedule a callback when a poor survey result is received.

Survey Manager Features

By tightly coupling Survey Manager to Syntellect CIM, the survey becomes part of the customer interaction history in iVault. Close integration means that automated procedures can be invoked based on survey responses. System variables and interaction properties can become part of the survey. This integrated approach provides the best opportunity for soliciting real-time feedback, receiving immediate
responses and enabling rapid follow-up.

Key Survey Manager Capabilities:

• Browser-based administration and reports
• Create, test and deploy multiple IVR and Web surveys
• Deploy a single survey to both Web and IVR together
• Define the survey start and end date, or specify the number of responses to collect
• Select survey questions from a library or create your own
• Define actions based on survey responses such as escalation to a manager or schedule a callback
• Review and monitor survey results via Survey Manager or Syntellect iVault
• Assign surveys to queues, queue groups, itypes or system values
• Define if the survey is to be conducted through agent initiation, callback or using e-mail
• Define custom scoring for each individual survey and question

Visit the Contact Center Resources section to discover more about Syntellect's interaction management solutions, whitepapers, case studies, articles and other information about the contact center industry.

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