Opinion-8 automated telephone surveys -  Features & benefits

“It is all very easy to use, I got to grips with it really quickly. Its great to have all those reports to hand without worrying about downloading all of the data and messing around with spreadsheets.”

Vanessa Larkin, Customer Services Manager, Informa Publishing

Benefits of Opinion-8 automated telephone surveys

People will participate in a survey if it is easy for them to do so.  By offering them the choice of an on-line survey or calling a freephone number, or being put through to an automated telephone survey at the end of their call, you increase feedback.  It also makes the survey far more accessible.  And we make it easy for you to analyse the data: results for all surveys can be seen online on a secure website, in clear and simple graphs as well as in a spreadsheet. Opinion-8 automated telephone surveys are affordable and cost-effective. No extra equipment is needed, just online access.  See our brochure on Opinion-8 automated telephone surveys for more information.

Features of Opinion-8 automated telephone surveys

The Opinion-8 database contains all survey questions and customer responses, comments and attached data. It is a completely browser based automated telephone survey system, with on-line survey set-up. The same survey can be deployed via the telephone and or on a web site, and open comments can be left via voice or text. Survey versions can be reported on separately. Reporting tools are simple to use and provide powerful analysis.  See IVR survey reports for examples of online reports. Alerts can be set up for managers via email and SMS. Active development keeps Opinion-8 responding to your changing needs.

How automated customer surveys work

With Opinion-8 the whole process, from set-up to implementation of survey, can be completed in less than an hour. Customers and employees can take part in an automated telephone survey or an on-line survey. If the customer or employee calls the automated telephone survey direct, the survey begins immediately.  If you are transferring callers to the survey via another telephone interaction they are first asked - either in person or by a voice recording - if they would like to offer feedback. If they agree, their call is then put through to the Opinion-8 voice server. There are a number of call transfer options to meet the varying needs of call centres. See call transfer options for more information or to find out how automated telephone surveys would work in your contact centre.

Technology

No specific infrastructure is required for Opinion-8, just standard IT equipment commonly found in every organisation's offices. Opinion-8 is built using industry standard established IVR survey technology that has demonstrated its ability to perform reliably. The hosted Opinion-8 IVR (Interactive Voice Response) system for handling the automated phone surveys is capable of handling over 1000 simultaneous calls.