Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: thinkb4umail on February 01, 2011, 02:38:13 PM

Title: Genesys Survey tool?
Post by: thinkb4umail on February 01, 2011, 02:38:13 PM

Hello,
Oue Company plans to implement Survey for call centers. Does Genesyslab have any in-house Survey tool which can be implemented? If not, what are the best available survey tools for call centers.

Thanks

Title: Re: Genesys Survey tool?
Post by: tony on February 01, 2011, 02:46:59 PM

What type of interaction were you thinking of?  Web, IVR, SMS... or something else?

TT

Title: Re: Genesys Survey tool?
Post by: thinkb4umail on February 01, 2011, 02:49:28 PM

We are still in initial phase, but it might be Web or IVR.

Title: Re: Genesys Survey tool?
Post by: tony on February 01, 2011, 03:15:13 PM

Do you have GVP or the Multimedia Solution installed?

TT

Title: Re: Genesys Survey tool?
Post by: thinkb4umail on February 01, 2011, 03:59:21 PM

We have both GVP and Multimedia (chat and email only) installed..

Title: Re: Genesys Survey tool?
Post by: tony on February 01, 2011, 04:26:00 PM

OK

AFAIK, there is no demonstration Survey available for GVP.  I am also not sure if you have your GVP attached to your URS, so my suggestion is to use [b]Genesys Composer[/b] to create a Survey Block  If your GVP is connected to your URS (IServer) you might want to try using[b] Interaction Routing Designer[/b] to create a Survey Strategy.

Similarly, you could use[i] Interaction Design [/i]within the [b] Interaction Routing Designer [/b]to create a Survey through your MCR Channel(s).

TT

Title: Re: Genesys Survey tool?
Post by: thinkb4umail on February 01, 2011, 04:37:03 PM

oh...I think there is a misunderstanding regarding my Question...
I understand that we need to configure and build a routing strategy using IRD or Genesys Composer to run the survey. My question is regarding[b] purchasing the Survey application[/b]..............(I heard that Virtual Hold tool might have survey associated..but not sure...)
Once we have the survey tool..we may link it with GVP so that the after the call ends with agent, the survey flag gets activated and customer completed the survey in GVP...or something similar...

Please suggest...

Title: Re: Genesys Survey tool?
Post by: tony on February 01, 2011, 04:48:39 PM

I see.... :)

I don't think Virtual Hold have a Survey Solution within their Platform.  Their technologies are aimed at primarily at calling customers back or offering them a time to be called back...

Unless anyone knows different?

TT

Title: Re: Genesys Survey tool?
Post by: cavagnaro on February 01, 2011, 05:21:34 PM

We are planning to integrate the Survey tool from eTALK QFiniti (reporting) with GVP 7.6 (VXML) and so far lab tests are going well

Title: Re: Genesys Survey tool?
Post by: thinkb4umail on February 02, 2011, 03:14:01 PM

Any  thoughts/suggestion on this question?

Title: Re: Genesys Survey tool?
Post by: tony on February 02, 2011, 03:36:39 PM

There have been a few - develop your own in GVP or IRD - or take a look at eTALK Qfinity for integration.

T

Title: Re: Genesys Survey tool?
Post by: fnunezsa on February 02, 2011, 07:13:51 PM

There is a Genesys Professional Services Asset named Genesys Survey Solution. You may want to contact your sales executive and ask about it.

Regards,
Franklin.