Interaction Feedback®

Customer feedback management in one intelligent application
When an automated post-call survey is structured and managed effectively, it can help a business reduce customer attrition, build its brand and improve profitability. Interaction Feedback lets you create and manage automated post-call surveys that better quantify customer perceptions, and pinpoint key areas for improvement by comparing survey results with operational contact center data.

Part of an all-in-one solution
Interaction Feedback is built into the Customer Interaction Center™ (CIC) platform and application suite from Interactive Intelligence and requires no third-party integration. Simply activate the Interaction Feedback application for everything you need to create and manage post-call surveys successfully.

Take control of the survey process

Access Interaction Feedback’s functionality in quick, cost-effective fashion
Empower business users to manage the quality assurance process independently and with greater agility, with minimal impact on IT
Obtain more objective, representative survey results
Seamlessly access results and related recordings; interaction recordings are archived and accessed via Interaction Recorder®
Manage results — strong and poor — and trends more proactively
Generate reports directly from within CIC’s Interaction Supervisor® module

Features to ensure survey effectiveness

Wizard-driven survey creation
Pre-configured survey question templates
Proven survey questions and design
Flexible prompt management
Rules-based survey delivery
Automated transfer to begin survey with customer opt-in — no agent involvement

Cloud-based or on-premise… you choose
Interactive Intelligence offers your choice of a complete on-premise solution, a cloud-based solution, or a managed service. You can even migrate your cloud-based solution to your own site at any time, seamlessly, without incurring downtime or losing your applications.