IPCC Express 4.05 Post Call Survey

Answered Question
May 28th, 2008

Does anyone have any example scripts that I can use to leverage IPCC Express for post call surveys?

I have this problem too.
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Correct Answer by ebreniz about 8 years 7 months ago

Regarding this post call surveys, obviously, you can use CRS scripting to do these surveys and develop custom reports to do it. But in this case, if you have different surveys for different services or for different lines of business you would need to deploy a different script with different statistics reports to measure the surveys. Every time you need to change something in the survey you need to open your CRS script editor, change the script, upload it to the repository and change you reports development.

I have experienced with the Customer Feedback solution from Verint which allows a Contact Center to have a system to manage these survey process easily: from a web interface, a supervisor not IT sutff, can create surveys, record promts for each survey and upload it to the Customer Feedback server without needed to have IVR skill programming.

You can get more information in this URL:

http://verint.com/contact_center/section2a.cfm?article_level2_category_id=21&article_level2a_id=279

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Correct Answer
ebreniz Tue, 06/03/2008 - 08:21

Regarding this post call surveys, obviously, you can use CRS scripting to do these surveys and develop custom reports to do it. But in this case, if you have different surveys for different services or for different lines of business you would need to deploy a different script with different statistics reports to measure the surveys. Every time you need to change something in the survey you need to open your CRS script editor, change the script, upload it to the repository and change you reports development.

I have experienced with the Customer Feedback solution from Verint which allows a Contact Center to have a system to manage these survey process easily: from a web interface, a supervisor not IT sutff, can create surveys, record promts for each survey and upload it to the Customer Feedback server without needed to have IVR skill programming.

You can get more information in this URL:

http://verint.com/contact_center/section2a.cfm?article_level2_category_id=21&article_level2a_id=279

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