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Interaction Feedback®

Manage customer feedback in one intelligent application.

When an automated, post-call survey is structured and managed effectively, it can help reduce customer attrition, build the 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.

Cloud-based or on-premise

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 applications.

Rules-based survey delivery

  • Specify intelligent rule logic for each survey
  • Determine which calls receive survey invitations

Automated transfer to surveys

  • Offer automated invitation and “opt-in” participation
  • No agent or employee awareness of survey
  • Remove agents and employees from the survey process

Real-time monitoring and alerts

  • Monitor the number of surveys in process, completed, abandoned or alerting
  • Configure and receive alerts for survey scores below pre-set thresholds

Reporting

  • Results summary and detail information
  • External and internal score comparison

Find a partner that cares as much about your business as you do

Make Interactive Intelligence an extension of your internal IT organization for world-class operations, education, and support.

  • Client Success – Partner with a team committed to your success
  • Professional Services – Tap into experience from thousands of deployments
  • Education – Get the training you need to hit the ground running
  • Support – Ensure the heart of your business doesn’t skip a beat