Client Solutions > Analytics

Omnichannel Feedback

Sentiment from all Channels
More Effective Reach and Results

Cover All of Your Channels

Your customers are not only communicating over more channels, but also channel hopping in search of answers. To most efficiently capture feedback with data that truly is the Voice of your Customer, you need to capture feedback via direct, indirect and inferred methodologies.

Convergys surveys and analyses uniquely blanket all of these areas with technology and processes tuned for increasingly complex channel challenges. Step beyond email only efforts to more effectively reach your audience and capture input that accurately represents the impact of channel influence on your customer’s experience.

Services and Resources

  • Email+

    Convergys designs and deploys surveys via email and well as voice, text and other channels of communication.

  • Social Media

    Capture what your customers are saying to each other via social media. Text analytics mines insight. Encourage engagement by redirecting to Facebook Likes from surveys.

  • Outbound Dialing

    Expansive telephony resources contribute to agent or IVR outbound survey outreach. Physically modified facilities enable cell phone contact with TCPA confidence.

  • Field Operations

    Instantly trigger an IVR survey call after a home visit is completed. Key words trigger “red alert” notifications for redirect to an agent for immediate action.

  • Digital Interactions

    Embed a survey link within your mobile app to solicit immediate feedback. A “tell us what you think” banner makes it easy for customer to offer sentiment without delay.

  • Inferred Feedback

    Convergys CX Analysts work with your customer data and systems to correlate behavioral evidence with direct and indirect feedback for a 360-degree view of your customer.

Related Resources

See All Resources

Webinar | A Closed-Loop Ecosystem: The Missing Link

Great CX doesn't just happen - everyone has a role in bringing VOC to life. In this recorded webcast, learn how industry leaders are using closed loop strategies to create an accountable CX culture.

Convergys is named a 2017 Top Research Firm by the AMA

You need a full-service partner expert in a wide range of research techniques, and a team of experienced analysts to interpret the findings. Now your search is over.

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