You can use Feedback Management to survey customers immediately after their interaction—whether with live agents or virtual AI agents —in the same channel they used. This ensures you can measure and monitor customer experience and sentiment across all interaction types, so you can continuously improve.
Key capabilities include:
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Post-interaction surveys delivered in the same channel as the transaction.
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Periodic relationship survey to measure the overall relationship and loyalty
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Built-in analytics for survey results and customer comments to drive strategic improvements
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Speech-to-text for audio comments, allowing evaluation in both written and spoken formats.
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Access to Feedback Management online help
online help directly from the FM interface.
For more information on using Feedback Management with CXone Mpower, contact your Account Representative.