CHANNELS
Voice Channel
With hivecfm integrate with your existing contact center solution in matter of minutes, and achieve a true omnichannel feedback experience on one unified dashboard
SMS Feedback Management for Actionable Insights.
Real-Time Voice Feedback
One of the reasons why hivecfm is the true customer experience best practices enabler is that “No Coding is Required” for the integration of our solution. With our contact center feedback management solution integrated seamlessly, empowering business teams to handle customer feedback journey themselves by creating, publishing, and engaging with customers themselves without the need of engineers or technical teams. Pre-integrated to contact centres and supports all contact centre channels for post-interaction surveys including IVR, chat, social media, support tickets and emails.
Post interaction
When on a call with an agent, a customer will hold the line in order to take a survey to rate their call/agent experience. Customers will be referred to the survey and will provide their feedback immediately.
Benefits
To understand the friction points and adjustments needed by comparing the survey results with the KPIs and organizational goals.
Genesys Cloud
Genesys Cloud
Live Customer Experiences and Real-time Customer Feedback.
Reduce operating costs and Improve satisfaction with streamlined Contact centre and Social media channels. Meet your customer’s expectations in real-time. Proactively monitor customer satisfaction over the contact centre as well as other channels, and closing the loop will drive excellence in the Contact Center experience.
Channels
IVR (automated experience), chat, email, FB messenger, Twitter DM, WhatsApp.
Benefits
Pre-integrated contact centre solution channels Third party channels integrations via APIs
Summary
Instead of focusing on interaction experience management only, the optimal IVR experience would give comprehensive customer journey experience management.
Genesys Engage
Genesys Engage
Cut Costs, Improve Service
Reduce operating costs and Improve satisfaction with streamlined Contact center & social media channels. Meet your customer’s expectations at the moment. Satisfaction visibility over contact center channels as well as other channels, and closing the loop will drive Contact Center experience excellence.
Channels
IVR (automated experience), SMS, chat, email, FB messenger, Twitter DM, WhatsApp
Benefits
Pre-integrated contact center solution channels, as well as 3rd party channels integrations via APIs. The best IVR experience delivers full customer journey experience management, rather than interaction experience management.
Cisco UCCE
Cisco UCCE
Omni-Channel Customer Satisfaction Monitor
Reduce operating costs and Improve satisfaction with streamlined contact center & social media channels. Meet your customer’s expectations at the moment. Satisfaction visibility over contact center channels as well as other channels, and closing the loop will drive Contact Center experience excellence.
IVR (automated experience)
On the call with the agent, the customer holds the line in order to take a survey to rate their call/agent experience. Customers will be transferred to the survey automatically and will provide their feedback immediately.
Benefits
Our contact center feedback management solution provides an experience creating the flow and surveys smart logic in less than 2 minutes by the business team without a technical function or system engineers.
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