Genesys Cloud (formerly PureCloud)

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IVR Survey

  • 1.  IVR Survey

    Posted 10 days ago
    Has anyone, or is it possible through Purecloud, to send a customer to a survey after a call. For example, ask them if we can transfer them to our survey line, click transfer and then the patient get asks a list of questions and to rate, using their keypad the rating. Then we can pull a report of the rating and the call associated with that survey.

    I get asked to take surveys all the time for customer service calls and I was wondering if Purecloud has this feature.

    Ly Lim
    Cardinal Health 5, LLC

  • 2.  RE: IVR Survey

    Top 25 Contributor
    Posted 10 days ago
    Edited by Vaun McCarthy 10 days ago
    The only "out of the box" option currently is an email/web survey that relies on you having contact email info dvia the External Contacts directory or an API request into your own data.  You use a QA policy to trigger that survey invite flow.  You might be able to build something from scratch leveraging outbound campaigns but it wouldn't be able to make use of the in-built survey/NPS system.  It would be a call-back rather than an immediate transfer once the agent ends their part of the call.  Then there's third party AppFoundry integrations which I haven't really looked into myself.

    There are a few ideas on the ideas portal around post call routing but I don't think I've seen any sign that it would be available any time soon.

    This is one of the things on my list of frustrating stuff having come over to Genesys Cloud from Genesys Engage :)

    Vaun McCarthy
    NTT New Zealand Limited

  • 3.  RE: IVR Survey

    Posted 10 days ago
    I've seen good results from Survey Dynamix which is over in the AppFoundry store. You can pull surveys after the fact and it's pretty robust. If a customer agrees to take part in a survey, but the customer hangs up prior to an agent transferring them, the system can call the customer back with the survey. Otherwise the agent can transfer the customer and it's pretty seamless.

    Until Genesys introduces more features I would definitely recommend checking out the different options in the AppFoundry.

    Paul Dittrich
    Aria Solutions

  • 4.  RE: IVR Survey

    Posted 8 days ago
    Edited by Ramon Szeitszam 8 days ago
    Here's another option with some important disclaimers! This is not a great solution for most use cases but I'll post it for completeness.

    You could create your voice survey using an In Queue Flow, then associate it as the In-Queue flow for a new Queue (Contact Center > Queues > Voice). The Queue only exists for the purpose of playing the survey and never has an agent assigned.

    Agent can then blind transfer the customer to that queue and the customer get the "survey". Of course this is not ideal:
    • Survey results are stored as attributes in the Conversation so reporting is 100% custom and is not retained indefinitely
    • Survey results are not integrated into Quality Management
    • Changing the survey requires Architect skills so it typically only suits fairly static requirements
    • Agent has to initiate the transfer to the survey

    Ramon Szeitszam
    Spark New Zealand