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.

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.

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.

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.

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.

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.

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.

Modern User Interface

Our browser-based administration, prompt and dashboard gives users an easy way to view prompts and reporting for surveys.

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.

Response Aggregation

VoX captures and correlates customer sentiment with contact center metrics and empowers you to improve 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.

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.

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.

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.

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.

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.

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.

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.

Modern User Interface

Our browser-based administration, prompt and dashboard gives users an easy way to view prompts and reporting for surveys.

Response Aggregation

VOX captures and correlates customer sentiment with contact center metrics and empowers you to improve overall customer experience.

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.

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.

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.

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.

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.

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.

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.

Contact Us Today!