Customer focused organisations understand the importance of listening to their customers to improve both satisfaction and loyalty. Contact centres are where customers interact with your business, where you answer questions and resolve problems, and where you strengthen your most valuable long term customer relationships.

Now you can enhance and extend your ability to manage customer satisfaction with Qfiniti Survey, an integrated part of the Autonomy etalk Qfiniti enterprise solution.

Survey operates in conjunction with a contact centre PBX/ACD and gives your customers the option of taking a survey immediately after speaking to an agent. Survey is faster and more productive than mail or telephone questionnaires and helps boost customer satisfaction and loyalty. Improvements that translate directly into higher incremental sales, revenue per customer, and bottom-line profits.

With Survey you can:

• Link recorded calls and survey results to agent assessments
• Quickly design and implement powerful customer surveys
• Launch automated telephone interviews
• See continuous, real-time customer feedback
• Associate a survey with one or more CNI (DNIS) groups
• Export survey results to customised management reports
• Administer survey operations remotely via network connections
• Record calls when customers have agreed to take a survey

A Solution for Your Whole Enterprise
With its fast results and low cost per survey etalk Survey can also be used to manage questionnaires, not directly associated with agents or your contact centre, such as surveys that measure customer satisfaction of the wider enterprise or give marketing feedback on products. Operating within your existing contact centre infrastructure Survey gives rapid access to customers for other departments that need to gain vital customer feedback. Gathering information for your contact centre and your entire enterprise reduces the cost of ownership and helps make your organisation truly customer focussed.

Comprehensive Survey Capabilities
Survey gives you the tools you need to manage an active and reliable program of customer surveys. Survey's Graphical User Interface allows you to design and launch surveys quickly and easily. You can even record survey scripts via telephone connections.

With Survey you can associate a survey with a calling number identification CNI (DNIS) of your choosing. Once you have created and configured your surveys, Survey is also easy to adjust and manage.

Survey questions can be set to include a threshold event that, when triggered, launches an action such as a transfer to a supervisor, email, voicemail, or pager alert. Using Computer Telephony Integration (CTI), Survey can also associate questionnaire results with a specific agent, so you can use the customer's view to help assess and improve individual agent performance.

Advanced Survey Operations
Survey's open architecture platform employs industry standard components such as Windows 2000, Dialogic voice cards, an SQL Server database and Crystal Reports. The system uses from one to four T1's to connect to your switch and an analogue port for recording and reviewing prompts. When a customer calls your contact centre the ACD routes to Survey and the caller is offered the survey option. If the caller accepts this option, Survey waits for the agent to finish, then automatically presents the caller with pre-recorded survey questions. Survey can be configured to run behind the scenes so that the agent does not know which customers will be surveyed.

Part of the Qfiniti Enterprise Solution
Survey is part of the Qfiniti enterprise solution that helps international, multi and single site operations deliver outstanding customer service and ensure regulatory compliance. This unified, scalable and centrally managed platform enables you to capture call / desktop events and then evaluate and analyse these activities. Combined with Qfiniti's intelligent speech analytics, transaction assistance and survey tools, the solution suite helps companies to improve performance throughout the organisation.