Unity Connection Interview Handler for customer survey

gsidhu · ‎06-26-2009

Hi

Can Cisco Unity Connection Interview Handler be used for 'customer satisfaction surveys' ?

This is for a Contact Center Express (UCCX ver 7.0) environment - after an Agent completes a call the 'customer' is directed to the Cisco Unity Interview Handler where he/she will be asked questions with the responses recorded on Cisco Unity. On completion of the survey the caller hangs up. The recording is then e-mailed to a group of users for analysis. This is for recording approximately 350 surveys a day, 6 days a week using the Interview Handler.

My assumption is that the Interview Handler is not a suitable solution for this requirement, in which case can anybody suggest a suitable product.

Thanks

James Hawkins · ‎06-28-2009

Hi,

An interview handler just asks questions and then records answers into a single wav file.

You would have to have someone listen to the messages and enter the data manually into whatever database you are using.

A better solution could be to ask questions with either yes/no answers (press yes for 1 and 2 for no) or rate on a scale from 1 to say 5.

UCCX Premium could be configued to write this information directly to a SQL database meaning no manual input and big savings in the long run.

Please rate if helpful.

philippe.cousineau · ‎10-08-2009

can unity repeate the question if there is no answer to a question in an interview handler