XM Knowledge Base
Integration
IVR Technology Group
Get the Voice Of the Customer at the speed of NOW, with automated voice surveys for your contact center.
Core Experience
Customer Experience
Created By
IVR Tech
Add-on
by IVR Tech
Automated voice surveys by phone provide your contact center or customer service management with real-time customer feedback, at the moment of contact. Our powerful automated voice surveys by phone give you a frictionless way to solicit input from callers after their interaction with an agent is complete.
Surveys at the time of contact are more accurate and have a higher response rate because customers are actively engaged with you, and their opinion is fresh. Results, including transcribed open-ended questions, are immediately fed into your Qualtrics account for rapid insights.
CX Is Real-Time. Your Data Should Be Too.
Today’s consumer readily changes brands because of a poor experience. You can’t afford to rely on passive surveys to gauge the current state of your customers’ experiences. Post-call voice surveys capture the voice of the customer immediately after their live interaction with your customer service agent. Real-time data is invaluable for identifying agents who need more training, suddenly trending product or service issues, product launch irregularities, and more.
Outcomes Delivered
- Get real-time customer feedback pushed directly into your Qualtrics dashboard.
- Provide a frictionless way for customers to give feedback at their moment of contact with you.
- Dramatically improved response rates as opposed to email or website surveys.
Category Tags
Why Real-Time Voice Surveys?
- Always On: 24 x 7 x 365 availability to capture and process surveys.
- A Great Customer Experience: The customer is transferred to the voice survey for frictionless continuity with their call session.
- Immediate Feedback: Your Qualtrics account receives survey results and metadata in real-time as it happens.
- Excellent Response Rates: On average, customers who opt to take an automated voice survey result in 50% or more response rates.
- ROI: With real-time data, you can take action in hours, not days or weeks (as opposed to passive emailed surveys)receipts or mailings directed to your customers to call to provide feedback.
Types of Automated Phone Survey Modalities
There are several different modalities currently in use by IVR Technology Group and Qualtrics customers:
Inbound
We define “inbound” as calls that are either direct-dialed or transferred into a unique telephone number (or SIP address) that we set up for our client’s consumption. Inbound generally comes in the following forms:
- Direct Dial – we set up either a toll-free or “local” telephone number(s) for the client’s exclusive use. Once dialed, the automated survey system will answer and walk the caller through the survey. As information/responses are collected, that information is forwarded via a secured API into the Qualtrics platform, directly to the Qualtrics customer’s account.
- Cold Transfer – generally used at the end of an interaction with an agent. The client’s telephone system transfers the caller to an inbound number(s) that IVR Technology Group sets up for the client’s exclusive use in this modality.
- Warm Transfer – similar to cold transfer; however, the agent stays on the line during the transfer to the survey number. Once the automated survey system picks up, the agent has an opportunity to input “session data” (agent ID, campaign number, other) and politely drop off. After the agent drops off the call, the system picks up with the caller and completes the voice survey without the agent on the line.
Outbound
Automated outbound calling, sometimes referred to as “robocalling,” can be set up to call out to a list of telephone numbers that the client provides.
The system automatically determines if a “live person” or answering machine picks up, a busy, no answer, or a network intercept. Each type of pickup receives special handling. Some customers will use caller ID as a screening device and elect not to answer the call. Some answer, but it may not be the party of record. Others may let the call go to their answering machine as they just could not be inconvenienced by picking up the telephone.
Required License: Qualtrics Developer Tool / API license
If you’re an existing Qualtrics customer, contact your Account Executive. If you do not know your Account Executive, please request a demo above.
Already have the integration and looking for help? Then visit IVR Technology Group’s support at www.ivrtechgroup.com or call support 716-250-2800. IVR Technology Group is responsible for support of the integration with Qualtrics.
Solution Details
Voice Surveys are part of a resilient contact center.
From IVR: IVR Surveys By Phone, What You Need to Know.
From IVR: Quantifying The Value of Real-Time Customer Feedback
Languages
English
Category Tags
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