Satisfaction Survey IVR

The Satisfaction Survey IVR allows users served by your contact center to evaluate the quality of service they received.

Connected to a PBX via SIP or analog extensions, the IVR receives calls transferred by attendants to start the evaluation process of the telephone service.

When answering the call the IVR presents an initial greeting, features up to 9 questions and, ultimately, displays a message of thanks.

All voice messages presented to users can be changed by you at any time, without intervention of Informatec.

When you disconnect the connection information is automatically exported, via web service and/or text-file, for consumption by third-party software.

An example of usage is:

Your opinion is very important to improve our services.
For each question type 1-5, 5-great 4-good 3-regular, 2-bad, 1-no opinion.
– How do you evaluate the service provided by our Helpline?
– What rating would you call the clerk of this connection?
– Generally what your level of satisfaction with the deadline for settlement of your claim?
– How do you evaluate the waiting time of our Helpline?

Reports via web browser NEW Through a web browser (such as Edge, Google Chrome, Safari) it is possible to analyze the search results in real time.

Text To Speech by IBM Watson Using Text To Speech technology, by IBM Watson, the IVR can allow the sound files to be spoken to be previously synthesized from text messages. This way, you gain agility by not having to record them with a speaker beforehand.

Low operating cost Informatec Satisfaction Survey IVR was developed to provide the maximum resource capacity at the lowest possible cost, and low hardware requirements to run.

Connection to the PBX The computer that runs the IVR software can be connected to the PBX either via SIP extensions as via analog extensions. In this case FXO interface in needed between the PBX and the computer.

Sound files All sound files presented by the IVR can be changed at any time. Files are accepted in formats wave and vox.

Questions to be presented The IVR may have 1 to 9 questions, and lets you specify the possible answers for each question.

1-digit answers The answer to each question is always 1-digit, from 0 to 9, to make it easier for the end-user.

Export results At the end of the call responses are automatically stores in text-file to be consumed by a third program for the analysis of information (such as Excel, for example) and/or sent to an external web service.

HTML reports You can issue full HTML reports directly within the IVR, including filtering to help you find the information you are looking for.

Virtualization The IVR software can run virtualized via form, for example, Microsoft Hyper V, Oracle Virtual Box, VMWare and XenServer.

Default Web Service The IVR already has the capability to send the survey's result to a default web service.

Computer requirements

Intel Core i7 or superior
4 GB RAM or more
Windows 11 Pro, Windows Server 2019 or 2016 or 2012 or 2008, 64 bits
SSD 50 GB free or more
Network interface 10/100 or superior

PBX requirements

connection via SIP (TCP or UDP)