Voice of Experience
Integrated Surveys for CC
Overview
Understanding your customers experiences is critical to delivering outstanding service. With our Voice of Experience (VoX) application, you can quickly and easily tap into your customers feelings, sentiments and impressions through the power of a modern survey tool collects their direct feedback while measuring the customer experience that they have experienced within their customer journey. VoX is fully integrated with your Contact Center stack, so that surveys are simple to design, develop and execute. And, with our powerful reporting engine, you get results in a snap.
Benefits
Listening is Good Business
By listening to the voice of your customer, you not only show your customers that you care about their opinions, but also gain valuable information to build customer intelligence. This feedback can later be analyzed and compared with additional data gathered, call characteristics and agent characteristics to identify any correlation between the caller’s experience and customer feedback to identify positive or negative trends to improve overall customer experience.
Get Results Fast
Through our Advanced Analytics & Reporting features you can view the data in varying scenarios or send the results to a co-worker with the click of a button. And, because VoX is integrated with your customer systems, you will gain new insights, identify trends and improve the overall customer experience.
We Play Nice with Others
All of our Applications are built to work with your existing technology infrastructure and solutions. We have deep expertise in the leading Contact Center technologies, including Avaya and Cisco.
Integrated with Your Contact Center
VoX includes extensive contact center and agent monitoring using Avaya AES Computer Telephony Services, Avaya Elite Contact Center and Avaya Experience Portal. Additionally, we provide insight into real-time call center and agent behavior so that customer responses are correlated with their call and agent characteristics.
Saves Time & Money
Because VoX is simple to administer, easy to manage and fully integrated with your customer systems, your team will save an enormous amount of time and energy with your customer surveys.
Built for Complex Requirements
We really shine when your requirements are complex. We are Contact Center consultants and innovators who have developed amazing applications that make superior customer experiences happen.
Features
Voice Powered
A modern survey tool that captures feedback and customer sentiment through voice response. Through advanced touch-tone (DTMF) and speech recognition features with support for multiple languages, VoX providing your customers flexibility for how they leave feedback.
Supports Many Survey Types
Do you need a tool that supports a broad range of different types of surveys? We have you covered, as VoX is flexible and easy to use for both Inbound and Outbound surveys. Some of the most common survey types include: Agent Post-Call Experience, Product / Service Review, Product / Service Satisfaction, and more.
Response Aggregation
VoX captures and correlates customer sentiment with contact center metrics and empowers you to improve overall customer experience.
Monitor your Customer’s Experience
VoX captures your customers’ experience through contact center metrics such as wait times handle times, hold times, agent information and transfer statistics and correlates those measures with your customer’s sentiment to empower you to improve overall customer experience.
Quick Action Response
VoX provides you with the necessary information to proactively rescue customers who have had a negative experience or reward positive experiences by alerting management and providing insight into customer service management tools. This enables you to quickly spot and resolve issues with your agent workforce or contact center routing.
Modern User Interface
Our browser-based administration, prompt and dashboard gives users an easy way to view prompts and reporting for surveys.
Analytics & Reporting
Easily run predefined reports for entire survey sample summaries as well as call detail reports for each individual caller. These reports include both summaries of what the overall population answered to the surveys as well as individual responses and the corresponding call information (Queue time, hold time, ANI, agent id etc.) Optional automated transcription allows for verbatims of customers comments to be included in call detail reports to gain valuable insight into the voice of the customer. Summarization is available by customers’ responses across surveys, agent groups, individual agents, dates and VDNs. When you want to share the results, we make it simple to export (CSV / XLS / PDF) a file.