USE CASE: Multi-Mode Multi-Vendor Survox Summit

Transcription

1 USE CASE: Multi-Mode Multi-Vendor 2015 Survox Summit

2 USE CASE: Multi-Mode Multi-Vendor Why is this important to you? Allows you (the client) to expand your business Shows how your business can improve Add in IVR as part of your productivity tools Agenda Survox Multi-Modality Platform Survox + Multi-Vendors Participants Client Testimonials Next steps Upgrade, get training, sign up for a pilot or demo, arrange for 2015 Survox 2

3 Mixed Modes, Mixed Vendors TECHNOLOGY PLATFORMS SURVEY COLLECTION METHODS DATA SET FOR 2015 Survox 3

4 Survox Survey Manager 3 rd Party Survey 3 rd Party Survey Survox Survey Survey Manager Sample Manager SURVOX SOLUTIONS Interviewer Manager Operations Manager Dialer Manager 3 rd Party 3 rd Dialer Party Dialer Survox Dialer SURVOX MULTI-MODE SURVEY MANAGEMENT No longer restricted by survey ownership Multimode/multivendor 2015 Survox 4

5 Survox Multi-Modality 2015 Survox 5

6 Survox Multimode Options Survox Phone + Survox Online SURVOX SURVEY MANAGER Survox Phone + 3 rd Party Online Customize Call Centers Survox IVR + Survox Phone Survox Online Survox IVR Survox 6

7 Survox Phone + Survox 2015 Survox 7

8 Survox Phone + Survox Online Study Survey Central Manage Sample Quota Data Set Data 2015 Survox 8

9 Survox Phone + Survox Online How do I choose? Phone? Survox 9

10 Survox Phone + Survox Online Cell Phone Users Online Landline 2015 Survox 10

11 Survox Phone + Survox Online Reporting PHONE Survox 11

12 Survox IVR + Survox Online Survox 2015 Survox 12

13 Survox IVR + Survox Online Study Survey Invite Number URL Data Set Data 2015 Survox 13

14 Survox IVR + Survox Online Workflow Invitation WEB Survey URL PHONE # IVR Survey RESPONSE 2015 Survox 14

15 Survox IVR + Survox Phone Study Survey Dialer Number Outbound Data Set Data 2015 Survox 15

16 Survox IVR + Survox Phone Workflow TRANSACTION DATA Optimized Dialing to Meet Quota OUTBOUND Call IVR Survey PHONE Survey RESPONSE 2015 Survox 16

17 Survox IVR + Call 2015 Survox 17

18 Survox IVR + Call Centers In-coming Call Call back Out-going Call IVR Survey IVR Screen PHONE Survey Transfer between modes Privacy e.g. Healthcare Feedback on the Interview Responses Copyright 2015 CFMC All rights reserved. 18

19 Survox IVR + Call Centers Optimize call center workflows Let IVR intelligently route callers Use an IVR front-end screener or call back manager Unlock your research design Multiple modes within a survey Create hybrid surveys across Phone & IVR Complete a portion of the survey with an interviewer. Transfer caller to IVR to record open ends or private/sensitive information Interviewer conducts a portion of the survey Caller is transferred to IVR to complete the survey IVR 19

20 Survox IVR + Call Centers IVR intelligently handles caller Greets caller Identifies study Lookups inbound number to identify respondent Transfers to next available, appropriate agent Convert callbacks Seamlessly blend inbound calls into interviewer queues No need to dedicate resources to answer calls IVR DIALER Copyright 2015 CFMC All rights reserved. 20

21 Survox IVR + Call Centers 1. Screen & transfer to live interviewer or IVR survey Handle inbound callers gracefully by either o o Identifying the appropriate study & the respondent by matching the call-in and call-from numbers Asking screener questions via IVR and routing them to the right study Increase interviewer productivity by converting callbacks and screening for quota completion 2. Let IVR handle the sensitive information Gather more accurate information by removing potential response bias o Respondents are more open to providing answers to personally sensitive questions if they are not speaking with a live agent. IVR can handle those questions. Increase interviewer productivity by off-loading a portion of each survey 3. Monitor respondent s interview experience Use IVR to have your interviewers performance rated by survey participants 21

22 Survox Phone + 3 rd Party 2015 Survox 22

23 Survox Phone + Qualtrics PROJECT SETUP image image Company Call Center 2015 Survox 23

24 Your Call Center. ONLINE RESEARCHER SINGLE DATA SET ONLINE RESEARCHER ONLINE SURVEY USER CALL CENTER CALL CENTER SPECIALIZED 2015 Survox 24

25 SET-UP MODE-BASED INSTRUCTIONS Web Instructions Phone 2015 Survox 25

26 Multi-Mode Data Collections Mode is tracked by SurveyType Qualtrics survey template is pre-configured with SurveyType SurveyType Online = Default for all Responses; Phone = Responses Collected with 2015 Survox 26

27 Mixed Vendor, Multi-Mode Workflow Function Technology Author Questionnaire Host the Survey Online Survey Platform Invite & Remind Sample Management to Dialer Interviewer Management Phone Survey Platform Call Center Operational Reporting Store Data Analyze & Report Online Survey 2015 Survox 27

28 Interviewer 2015 Survox 28

29 Mixed Vendor, Multi-Mode Solution SITUATION Survox client has a Qualtrics client that needs a phone survey conducted but they do not operate a call center. RESPONSE Survox provides the Integration. Survox client provides the call center. Now more than ever researchers and data collection companies need multifaceted ways to reach respondents. Jeff Welch, President and COO, Zylun Insights OUTCOME Quotas are met and centralized data is used for reporting. Optimized Dialing to Meet Quota

30 Survox IVR Survox 30

31 Survox IVR Survox 31

32 Survox IVR + Vendor Solution SITUATION Qualtrics client wants to move away from paper surveys and has many non-internet customers RESPONSE Qualtrics client mails an invitation with an 800# to call to use Survox IVR to collect responses. Response Data Invitation IVR Survey PHONE # Audio Files OUTCOME Reaches a broader audience. Audio files can be played back to hear responses. Qualtrics Client s Sound File Repository

33 Survox + Vendor Customized 2015 Survox 33

34 Survox + Vendor Customized Integration Customize an Integration - Add Phone at any 2015 Survox 34

35 Survox Survey 2015 Survox 35

36 Survox Survey Manager 3 rd Party Survey 3 rd Party Survey Survox Survey Survey Manager Sample Manager SURVOX SOLUTIONS Interviewer Manager Operations Manager Dialer Manager 3 rd Party 3 rd Dialer Party Dialer Survox Dialer SURVOX MULTI-MODE SURVEY MANAGEMENT Offer different vendors Broaden your choices Manage quotas across multi-vendors Coming 2015 Survox 36

37 Mixed Modes, Mixed Vendors TECHNOLOGY PLATFORMS SURVEY COLLECTION METHODS DATA SET FOR 2015 Survox 37

38 Next Steps Share this business opportunity with your sales team We ve now opened up more opportunities to gain more business Review your processes to UPGRADE Upgrade to utilize our multimode solutions Learn more at docs.survoxinc.com Download the White Paper on Multimode Solutions Review videos on our YouTube Channel Visit Survox Services Center Request a demo Request training Request a quote for 2015 Survox 38

39 Questions?

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