Typical Implementation

Survey can be used for a range of customer applications including:

• Measuring customer satisfaction to ensure products and services continue to meet the needs of the marketplace.
• Providing regular feedback on agent skills and knowledge.
• Providing feedback on other Fluency Self Service applications which the caller has just used.

Key Features & Benefits

• Survey can easily be added at the end of call flow to capture caller feedback.
• VSA’s fully automated Survey application provides a low cost means of capturing this feedback, compared to traditional market research techniques.
• Survey can be used as a “stand alone” module or be integrated into an existing call flow
• Responses to standard questions can be exported for subsequent use.
• A web based transcription interface is provided for free form questions.
• Fully configurable via the Fluency Management Console.
• “Always On” availability allows callers to provide their feedback on a 24 x 7 basis.

Application Configuration

The following options can be configured in Survey via the VSA Management Console:

• The customer can select the type and number of different questions that are asked to the caller.
• For “Likert Scale” responses (where, for example, the response may vary from strongly agree to strongly disagree), the customer can choose the number of options to be offered to a caller.
• A Number Scale, allowing a caller to answer “1 for strongly agree to 5 for strongly disagree” is also supported.
• Standard “Yes / No” questions can also be configured via the Management Console.
• Conditional Routing is supported, allowing customers to select which question to ask next, based on the answer to the previous question.
• A transcription interface is provided allowing customers to document feedback from “free form” questions.
• Additional surveys can be set up at short notice in response to business needs.

Deployment Options

Survey is a key application within the VSA suite. Fluency’s packaged speech recognition solutions are available On-Premise and Hosted, and have been successfully deployed for a range of customers across the US and UK.

Implementation & Support

Fluency provides a dedicated account team with overall responsibility for project implementation and ongoing support. An Account Manager, supported by a Technical Account Manager, provides the primary commercial point of contact. The Fluency Project Management Team guides the implementation through Project Initiation, Requirements Capture, Analysis and Design, Integration and Testing, and Implementation. Full training is provided covering Speech Recognition, Voice User Interface design, and Application Configuration. Post implementation, the Fluency Customer Response Center provides timely and dependable resolution of technical incidents. Fluency offers both “Business Day” and full 24 x 7 support.