Cisco Webex Experience Management Post Call Survey

Webex Experience Management is a Customer Experience Management (CEM) platform that enables you to see your business from your customers' perspective and see their experience with the brand. Webex Experience Management powers customer journey mapping, text analytics, and predictive modeling using the feedback collected from customers through different channels such as email, SMS, and Interactive Voice Response (IVR). For more information, see Cisco Webex Experience Management Overview.

With Webex Experience Management integrated with Webex Contact Center:

  • Customer experience survey: Administrators can configure and send post-call surveys to customers, after an interaction, to collect feedback about their interaction.

  • Customer Experience Journey (CEJ) gadget: Displays all the past survey responses from a customer in a chronological list. The agent and supervisor use this gadget to gain context about the customer's past experiences with the business and engage with them appropriately. Administrators can configure and add the CEJ widget on the Webex Contact Center Agent Desktop.

  • Customer Experience Analytics (CEA) gadget: Displays the overall experience of the customer interaction with agents using industry-standard metrics such as NPS, CSAT, and CES or other KPIs tracked within Webex Experience Management. Administrators can configure and add the CEA widget on the Webex Contact Center Agent Desktop.

Webex Experience Management Post Call Survey

Webex Experience Management Post Call surveys collect feedback from customers to determine the performance of the contact center and the relevant services. With Webex Experience Management, you can do one of the following:

  • Configure post-call surveys and initiate them over IVR when agents end the calls in the Webex Contact Center Agent Desktop.

  • Send post-call surveys to the customer through email or SMS after the call ends.

For a survey over IVR, after an agent ends the call, Webex Contact Center transfers the call to Webex Experience Management and the customer receives the inline survey. The customer can barge-in during the inline survey and use the keypad to answer the survey.

For a survey through email or SMS, you can configure Webex Contact Center to send out an email or SMS that contains a message along with a link to launch the survey.

You can collect, analyze, and present the data from various surveys as widgets on the Webex Contact Center Agent Desktop.