Phone survey using CUCM or linked to?

[KevinSuplicki]

Looking for some guidance:

Our company would like to present our callers with the option of taking a survey after they have contacted one of our service departments. Has anyone worked with integrating CUCM, UCCX or a third party to accomplish this? Is it possible to do with Cisco alone?

Thanks,

[Anthony Holloway]

If you have only CUCM, then you will need to integrate with a third party.

If you have CUCM and CUC, then you could use an Interview Handler to prompt and collect survey data.

If you have CUCM and UCCX, then you could use a UCCX script to prompt and collect survey data.

I don't have any info on third party solutions, so tell me which of the above best suites your environment, and we can go from there.

Anthony Holloway

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[KevinSuplicki]

We are running CUCM 8.5 with UCCX and CUC.

An example of the type of questions I am looking to use are:

Thinking about your experience with the billing specialist, was your issue resolved?  Yes/No

Was the specialist knowledgeable? Yes/No

Was the patient care specialist compassionate? Yes/No

How would you rate your overall satisfaction with the call with 1 being the worst and 5 being the best?

My only concern is even if i can collect the data, will I be able to create reporting that will be of value. I am almost leaning toward linking to a third party (have to find one first). As they would have the ability to create logical more in depth reports. As well as possibly more relevant data collection. But regardless I would need to determine what the third party requirements are before I could move forward.

[Anthony Holloway · Accepted solution]

You will need to think of this solution in two parts: prompting and collecting data, and reporting on the data.

CUC can certainly do the prompting and collecting part, unfortunately there would be no reporting on this data.  CUC would simply record the answers for a human to review and report on.

UCCX can do the prompting/collecting as well as reporting; however, the basic reporting capabilities of UCCX leave a lot to be desired.  If you wanted to enhance the report you would either need to: A) Look into creating custom reports with UCCX or B) Export the data for a human to review and report on.  B is an easier option than A, in my opinion.

Lastly, if you just cannot be bothered by either of the above options, you would need to go third party for the whole thing: prompting/collecting and reporting.

Depending on your budget for this survey, you might choose anyone of the above options, but if money wasn't a factor, and you simply wanted the best solution, I would rank the solutions in this order:

Prompt/Collect

1. Third Party
2. UCCX
3. CUC

Reporting

1. Third Party
2. Internal employee using Excel (or other spreadsheet/charting application)
3. UCCX Custom Reports
4. UCCX Basic Reports

So now, you could mix and match them.

I.e.,   UCCX Prompt/Collect with a Third Party Reporting Solution

I hope that helps.

Anthony Holloway

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[KevinSuplicki]

I believe with what I have found and the information you provided it would be a better solution to go with a third party based on our needs. The cost of a third party system will be justified based on the amount of time and effort that would be needed to produce the survey and the reports internally.

Thank you for the reply,

Kevin

[Anthony Holloway]

I think that's a good call too, and it aligns with my ranking system.

For what it's worth, UCCE would be a whole other discussion, and might actually steal the number one spot on my lists.  Unfortunately, you don't have UCCE, and I don't enough about it to comment on how easy/clean the process would be.  However, I do know that the prompting and collecting is the same as far as end user experience (DTMF or VXML are supported on both UCCX and UCCE).  And that the reporting is "better" on UCCE, I just couldn't give you specifics.

Anthony Holloway

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[Amer rajai Sha'er]

Hello All,

Excelent discussion, however i would like to add one thing.

Starting UCCX version 9.0 the customization for the reporting is now easier and available, cisco expanded the new UCCE reporting which is called CUIC to UCCX, so there is no need for third party reporting solution anymore, everything can be customized by CUIC, all what you need is to understand the DB schema and some SQL statements.

Amer

[Chris Lee]

Hi Kevin,

Sorry for the delay...I'm not on the support forum on a regular basis.  This maybe an answer to your request - it's web-based, you can send custom and recurring messages to the display of your IP phones, program the softkey buttons to elicit responses from the end users, and tally up results in a spreadsheet.  Here are some screenshots:

It's called Variphy Insight.  You can find them online via Google, and ask for a free trial. Mention you found them via the Cisco Support Forum and they'll extend the 15-day trial license to a 90 day trial.

Regards,

Chris

[shamkumar]

Hi Anthony,

                  Can i have UCCX script for above request please.

Want to try both UCCX and CUC pls.