Hi to all -
My company is considering a move from PureConnect Cloud (PCC) to Genesys Cloud CX. One of our primary concerns regarding the platform is the lack of post-call survey capability. My company surveys 100% of all calls for 2 of our lines of business. PCC allows for the call to be routed to a survey once the agent hangs up. We do NOT allow any agent to take control over which call to offer the survey vs not.
There was a suggested work-around using Architect, but that would leave us with possible risk of losing historical survey data, We also had the opportunity to preview Survey Dynamix, which I really liked in comparison to what PCC offers today. The issue is that, even with a native connection to Genesys Cloud, there is no way to get the call to the survey with agent intervention. There was some discussion about building a custom feature in the UI, where the call could be pulled back when the call ended and routed to the survey, but there is concern about the functional effectiveness of the custom feature, in addition to the impact to the caller experience.
I'm wondering if any current Genesys Cloud CX users have found other work-arounds to get the call to a post-call survey, whether it be through Survey Dynamix or another 3rd party client. I know that the post-call survey option is on the GCX roadmap, but from the sounds of it, that feature may be a ways off still.
Any guidance that can be provided would be most appreciated!
Senior Contact Center IVR & ACD System Administrator