Cloud Post Call Survey for Legacy Contact Center

Q: What is Primas Post Call Survey?

Primas Post Call Survey Solution The Primas Post Call Survey Solution is a cloud tool that automates customer feedback after calls. As part of the comprehensive Primas’ Contact Center CX Solutions and gives real-time insights into agent performance and call results. The solution collects anonymous feedback, so you get an unbiased view of customer service. It easily fits with your contact center, lowering the cost of surveys and helping you spot areas to improve. This leads to better customer experiences and more efficient operations.

Q: How does the technology works?

How It Works Customer Call: A customer calls your contact center, via Avaya, Cisco, or Genesys. We record essential call details, like the agent and queue IDs, from the start. This ensures seamless tracking. Survey Transfer: After the call, the system automatically sends the customer to a survey. This happens through a CTI transfer. The system links the call details to the survey. Survey Completion: The customer fills out the survey and shares their feedback. Their responses are saved with a unique survey ID. This connects the feedback to the customer’s experience. Data Processing & Reporting: We check and analyze the survey data. Then, we turn it into useful insights. We create reports on customer satisfaction and agent performance. These reports can be customized by agent ID, time, or other criteria. Monitoring & Management: Lastly, your Supervisors receive daily email reports. They can also watch agents in real time to track progress and improve the customer experience.

Our Cloud Post Call Survey solution integrates with legacy contact centers like Cisco, Avaya, and Genesys. It’s up and running in one hour.

10+ standard templates including CSAT, NPS...

Customize survey for insights into Services, Queues and Agents.

10+ report templates available.

Visibility & Insights

Reduced visibility into key customer pain points.

Lack of accurate insights into customer needs.

Increased churn rates from dissatisfied customers.

Customer Engagement

Limited features in contact center systems make it hard to engage customers.

Outdated systems fail to capture timely customer feedback.

Lack of personalization results in lower survey participation.

System Limitations

High costs for upgrading existing software in contact centers.

Legacy systems hinder post-contact survey integration.

Risk of disruption due to complex upgrade processes.

Implement regular surveys to gather insights directly from customers.

Create survey questions targeting specific customer needs.

Analyze feedback to identify reasons for dissatisfaction.

Use survey data to pinpoint areas needing enhancement.

Analyze survey results to uncover opportunities for enhancing services and processes.

Provide a comprehensive set of features to enhance response rates.

Implement tools that provide diverse engagement options.

Our systems allow for real-time feedback collection.

Incorporate personalized messaging and tailored questions.

Offer multiple interactive solutions that simplify survey completion for customers.

Explore cloud solutions with quick deployment, cost savings, and seamless integration.

Using a pay-as-you-go model to save costs.

We support all systems, such as Avaya, Cisco, and Genesys.

The connection is seamless and takes just one hour to complete.

You can implement new features yourself without any additional costs.

FAQs from our client

What is Primas Post Call Survey?

Primas Post Call Survey Solution

The Primas Post Call Survey Solution is a cloud tool that automates customer feedback after calls. As part of the comprehensive Primas’ Contact Center CX Solutions and gives real-time insights into agent performance and call results. The solution collects anonymous feedback, so you get an unbiased view of customer service. It easily fits with your contact center, lowering the cost of surveys and helping you spot areas to improve. This leads to better customer experiences and more efficient operations.

What are the main features of Post Call Survey?

Some main features of Primas Cloud Post Call Survey

Seamless Integration.
Automated System.
Customizable SurveysOmni-channel Interaction.
Surveys at the End of the Initial Call.
Custom Reports: CRM, Switch-ACD, and IVR Integration.
DTMF or Speech Recognition Support.
Many Contact Center Usage.

How does the technology works?

How Cloud Post Call Survey technology works with legacy contact centers like Avaya, Cisco, and Genesys (diagram).

How It Works

Customer Call:
A customer calls your contact center, via Avaya, Cisco, or Genesys. We record essential call details, like the agent and queue IDs, from the start. This ensures seamless tracking.
Survey Transfer:
After the call, the system automatically sends the customer to a survey. This happens through a CTI transfer. The system links the call details to the survey.
Survey Completion:
The customer fills out the survey and shares their feedback. Their responses are saved with a unique survey ID. This connects the feedback to the customer’s experience.
Data Processing & Reporting:
We check and analyze the survey data. Then, we turn it into useful insights. We create reports on customer satisfaction and agent performance. These reports can be customized by agent ID, time, or other criteria.
Monitoring & Management:
Lastly, your Supervisors receive daily email reports. They can also watch agents in real time to track progress and improve the customer experience.

What will happen after the booking a demo?

When you book a demo

You will receive an audit report and a suggested plan. Then, we will sit together to assess the effectiveness of the solution based on real data. Afterward, you can decide if you want to continue using the solution with no obligation

Explore How Businesses Leverage Primas To Enhance Their Services

Our Success Use Cases

Lexington Medical Center transformed its survey process with Primas Post Call Survey Solutions

30-Minute Free Consultation.
No obligations.

On your call, you’ll discover how you can use AI customer service to:

Increase efficiency with intelligent automation
Enhance your digital CX across channels
Empower your human agents with AI-powered assistance