My Greeting

Hello my dear reader,

Welcome to my blog, which is dedicated to voice technologies. On its pages we will talk about the limitless world of telephony and network technologies.

We will focus on solutions and technologies in the area of IP-telephony (mostly on Cisco, but I will try to speak about the others too.). These are IP PBX based on Cisco Unified Communications Manager and Cisco Unified Communications Manager Express, Cisco contact centers, Cisco Voice Gateways, etc. Also, I will introduce you the news from the world of education: Cisco courses, my own developed training programs, our upcoming events, online learning.

If you have any questions regarding my posts, job or activities, please feel free to ask your questions. I will try to answer them when I have time.


Monday, August 29, 2016

Post Call Survey (UCCE+CVP), part 1

Hi everyone,

In this post I would like to talk about a topic that is asked by many of my listeners and readers, who deal with contact centers. It's about how to configure a Post Call Survey after a client's conversation with the contact center operator. Typically, such surveys are used for customer's feedback and evaluations about level of service for a contact center. The algorithm is usually as follows: a customer calls into the contact center, the operator answers. After the conversation ends and the operator is disconnected, the client is invited to answer a few survey questions and provide his feedback.  

Let's see now how to configure this functionality in the Cisco Unified Contact Center Enterprise, which is using Cisco Cutomer Voice Portal as IVR (VRU).