Cisco Webex Experience Management is a Customer Experience Management (CEM) platform, enabling you to see your business from your customers' perspective and their experience with the brand. Experience Management powers customer journey mapping, text analytics, and predictive modeling using the feedback collected from customers via different channels such as email, SMS and IVR.
Surveys are used to collect feedback from customers to determine the performance of the contact center and the services that are offered. With Experience Management, you can configure post-call surveys that can be initiated over IVR when agents end the calls from Finesse desktop or can be sent to the customer via Email or SMS after the call ends.
In case of survey over IVR, after an agent ends the call, Unified CCX transfers the call to Experience Management and the survey is played to the customer. Customer uses the keypad to answer the survey.
For survey via email or SMS, Unified CCX can be configured to send out an email or SMS containing a message along with a link to launch the survey and provide feedback.
The data that is collected through various surveys can be analyzed and presented to agents and supervisors as gadgets on the Finesse desktop.
A script (in conjunction with application) enables or disables Experience Management post-call survey on a per-call basis by testing for conditions and setting a session variable that controls triggering of the survey.