Genesys Cloud CX

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  • 1.  Survey via Qualtrics

    Posted 23 days ago

    Hello everyone,

    I am curious to know if it was possible to have an integration for web messenger that would trigger the survey at the end of the interactions?
    We have been exploring web surveys but also want to know if there is the possibility to have surveys done via Qualtrics.

    Does someone have any insights on this?

    Thank you,
    Louis


    #QualityManagement
    #Unsure/Other

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    Louis D.
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  • 2.  RE: Survey via Qualtrics

    Posted 23 days ago
    Yes, Qualtrics has full integration with Genesys Cloud and can use triggers like in GC for queues, users, etc. to send out surveys via email or SMS.  Here is the AppFoundry listing:  https://appfoundry.genesys.com/filter/genesyscloud/listing/0231db79-589f-4d6b-a6d6-60bf7b926327.

    Comparing the two is like comparing a VW to an Audi.  They both are made in Germany and both have good cars, but when you look at the details, the Audi will stand out above the VW.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Survey via Qualtrics

    Top 25 Contributor
    Posted 4 days ago
    Hi @Robert Wakefield-Carl,

    With the Qualtrics appfoundry integration you mentioned, do you now how this works with Outbound campaigns, is it just a DataAction you would call from the Campaign rules to send all the details across to Qualtrics?​

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    Anton Vroon
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  • 4.  RE: Survey via Qualtrics

    Posted 22 days ago
    I've recently implemented Qualtrics for Inbound Callers.
    The process was pretty smooth once you figure out the Qualtrics side of the objects and configuration.
    Their Reporting and Dashboards are much better.

    If you can get the email from the Customer side this should be pretty easy to get up and running.

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    Chris Martin
    CCS Medical
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  • 5.  RE: Survey via Qualtrics

    Posted 19 days ago
    I followed the setup step provided here: https://www.qualtrics.com/support/survey-platform/actions-module/json-events/#Genesys
    The action is successful, however, when looking at Qualtrics, the properties are not passed in Qualtrics and the survey is not sent to the email provided. Is there a step to take that is not mentioned in the documentation?​

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    Louis D.
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  • 6.  RE: Survey via Qualtrics

    Posted 19 days ago
    I followed the setup step provided here: https://www.qualtrics.com/support/survey-platform/actions-module/json-events/#Genesys
    The action is successful, however, when looking at Qualtrics, the properties are not passed in Qualtrics and the survey is not sent to the email provided. Is there a step to take that is not mentioned in the documentation?​

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    Louis D.
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  • 7.  RE: Survey via Qualtrics

    Posted 19 days ago
    Hi Chris,

    Thanks. Question on your solution here. We have the JSON successfully created but are looking into how this is getting triggered. In other words, what determinants are you using to drive the call to a survey upon completion? Should we be looking at policies from Genesys?

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    Willie Emanuele
    Shutterstock, Inc.
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  • 8.  RE: Survey via Qualtrics

    Posted 19 days ago
    Hi Willie,
      Great Question.  Right now we are using a schedule report/view to Sent to Exchange, from there we save that attachment and match the ANI with the Email from our CRM and then send that to and ftp folder where Qualtrics picks up the file and sends out the surveys.

    It's kind of messy, if you had an ANI lookup and saved the email address on the call you could stream line processing and use an API call to send the contact directly to Qualtrics.  You'd still need to send the caller over to Qualtrics before the call completes.  There probably an opportunity to allow the IVR to send the contact and the Agent script to negate it if the caller says no.

    Hope this helps,
      Chris ​

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    Chris Martin
    CCS Medical
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  • 9.  RE: Survey via Qualtrics

    Posted 4 days ago
    We're looking at a possible integration for a customer.

    Is it possible to set this up using the Call Recording Policies to export to an AWS S3 Bucket for Qualtric to pick up?

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    Joshua Civitareale
    Veridian Solutions
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  • 10.  RE: Survey via Qualtrics

    Posted 3 days ago
    That's a great thought.  I haven't tried that using Pure Cloud but that's exactly how we did it in Pure Connect.
    If you get a chance to try that can you let us know how it worked out?

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    Chris Martin
    CCS Medical
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