Opinion-8 IVR survey technology: Features
Opinion-8 IVR survey functionality is second to none. The Opinion-8 database contains all survey questions and customer responses, comments and attached data, enabling all the following features:
Multi-media: phone, web & SMS
The same survey can be deployed via the telephone and on a web site. Try the Opinion-8 demonstration survey for an example of this.
On-line survey management
All management activities, reporting, etc can be performed via any internet browser. Opinion-8 does not require any special software to be installed on the user’s computer. There are no per user licensing issues with Opinion-8. See our screenshots to see some example reports.
Easy survey set-up
Users can set up, amend and create new versions of their own surveys over the internet with our easy-to-use survey set-up tools.
Attach any call centre data
Agent ID can be attached to allow Agent performance monitoring. Caller ID and customer number can be attached for integration with any existing CRM systems. Notes or files can be attached to individual questionnaires, and follow-up status assigned. Call recordings can also be attached. See attaching call centre data to IVR surveys
Verbatim records
Open comments can be left either as audio on telephone surveys or as text in web surveys. See spoken comments for an example of how comments are collated on Opinion-8.
Comment transcription
Recordings of comments can be listened to at the click of a mouse, transcribed and attached in a text box. Transcriptions are linked to the survey and can be seen in the reports.
Rotated and randomised questions
If you have more questions than you have time for in the survey, questions can be randomised or rotated so that only a proportion of all questions is answered by every caller, but you get feedback on all the issues you want to cover.
Dependent questions
Dependent questions can also be set up, triggered by responses to previous questions.
Powerful reporting
A complete set of easy to use graphing tools enables managers to analyse results quickly. See for examples of reports.
Users can create a list of frequently used reports. These can be displayed as favourites on the user's home page and automatically refresh/cycle.
- Graphic reports are easily printable and sent by email without losing their context.
- Results can be ranked by Agent, allowing easy comparison for performance management.
- Filters allow analysis of results by agent ID, contact centre team, etc.
Real-time Alerting
SMS and email alerts can be set up for any survey, where a specified contact person is alerted eg. if a customer has left comments, or if a certain number of questionnaires have been completed, or if satisfaction levels fall below a defined acceptable standard.
Active development
Opinion-8 is a current product with an active development team. Feedback from customers is vital in shaping system upgrades. with any questions or comments.
Contact us for more information