InSight™ – Ocular’s Revolutionary Post-Call Survey Appliance
Powered by EYERYS
InSight™ is a revolutionary automated feedback tool that allows you to receive customer feedback in your contact centre immediately after a customer interaction. Powered by a bespoke IVR solution, designed and developed from the ground up by Ocular, and utilising a customised version of the EYERYS customer feedback tool, InSight™ sets the new standard in Post-Call Customer Feedback and Analysis.
After a call, the customer is asked to stay on the line for a few seconds to provide feedback on their call experience. The customer is then transferred to InSight™ survey where they answer a few short questions on their experience with you – via the use of their telephone keypad. They also have the option of leaving a verbatim message.
The power of InSight™ is multifaceted and can be broken down roughly as follows:
• Real time feedback and escalations – All customer feedback is immediately available via our web-based dashboard and analytics system. All negative feedback is automatically escalated to a supervisor in the department to take action, therefore unhappy customers can be addressed immediately.
• Dynamic questioning – Surveys can be easily managed by you via the web interface. Therefore, questions can be added, deleted or changed at any time from your office.
• Multi-campaign functionality – Different service areas in your organisation would require different feedback from your customers. InSight™ can be setup with multiple campaigns, therefore one system can handle many different surveys from different departments.
• Implementation time – InSight™ has been tested and integrated into most telephony platforms, therefore system implementation and integration is fast and effective.
• System customisability – Due to the fact that InSIght™ is locally developed by Ocular Technologies, and so too is the EYERYS Engine by Smoke Customer Care Solutions, customer development and enhancement can be achieved exceptionally quickly and cost effectively.