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IVR Feedback Touchpoint

IVR feedback collector enables you to collect feedback after phone call interaction with the customers. It is an audio-based survey that is normally used in contact centres. After the customer has interacted with the call center agent they are transferred (automatically or manually) to a voice-promoted feedback request. The voice prompts to provide the questions and the customer enters their response by the telephone keypad and at the end, they can leave a voicemail as open feedback.

[Note] You need admin access to create or edit IVR feedback collector. Reach out to your Press’nXPress admin user if needed. [Note] IVR feedback collector requires the integration of your phone system with Press'nXPress platform. Please contact us at support@ pxp.ai

Add IVR Touchpoint​

  1. From top select Manage.
  2. From left menu select Touchpoints.
  3. In the first step will define the location of touchpoint, name and the collector type.
  4. Click Add Touchpoint button to create a new touchpoint.
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  5. Select Branch
  6. Select Section
  7. Select the Language of the touchpoint. The language sets the question and details of touchpoint to selected language.
  8. Add a recognizable Name to the touchpoint for future updates. This name is shown on the dashboard when checking the results.
  9. Choose IVR as feedback collector and click Next
  10. Select a Question from the list. If you need assistance with the question contact support@ pxp.ai.
  11. The Question Text field will be the exact text that the customer will hear. So you can slightly modify the text if needed to get the best pronunciation for Text-to-Speech functionality.
  12. Select the Voice Character. To test the voice character as well as the Question Text you can add your phone number and click the > button. You will receive a call and will hear the Question with the voice of the character that was selected.
  13. [Optional-Why-Dissatisfied] Add [Why Category] (/docs/how-to-guides/ask-why-category-config "Why Category") to a Touchpoint for Dissatisfied response (Meh and Sad).
    1. Enable "Dissatisfied Why"
    2. Enter the Title that users should hear after they responded with yellow and red smiley buttons. e.g. "Let us know more" or "What can be improved"
    3. Choose min three why categories from dropdowns. (Optional add 2 more why categories if needed).
  14. [Optional-Why-Satisfied] Add [Why Category] (/docs/how-to-guides/ask-why-category-config "Why Category") to a Touchpoint for Satisfied response (Happy)
    1. Enable "Satisfied Why"
    2. Enter the Title that users should hear after they responded with the green button. e.g. "Let us know more" or "What did you like the most".
    3. Choose min three why categories from dropdowns. (Optional add 2 more why categories if needed).
  15. Click Next to IVR Setting tab
  16. Intro is what the user hears as they connect to the IVR. Modify the text as needed.
  17. Voicemail Title is what the user hears after the why selection before getting to the voicemail step and recording their voice. Modify the text as needed.
  18. [Optional-Repeat-Why-List] if enabled the user gets a prompt to hear the list of Why categories that they can select from.
  19. Agent Key this is the key to identify the agent (phone number) when the call in transferred to PXP. This could ba any of following header parameters - to/from/caller/called. - please contact support@ pxp.ai to make any changes to this.
    1. SIP custom header agent can be used. The format should be like X-CustomHeader: agent=value
  20. Contact Key this is the key to identify the customer (phone number) when the call in transferred to PXP. This could ba any of following header parameters - to/from/caller/called. - please contact support@ pxp.ai to make any changes to this.
  21. IP Address these are the IP addresses of PBX system which makes sip transfer to PXP and will be trusted by PXP when the call is transferred to IVR touchpoint. This IP Access List will be used to authenticate the Invite for inbound SIP call. Please contact support@ pxp.ai to make any changes to this.
  22. Thank You Message The message that the customer will hear after the voicemail recording. It can be different if they selected Satisfied (happy) or Dissatisfied (Meh and Sad).
  23. Smiley Title The title of Happy, Meh, and Sad that the customer will hear after the question to select from.
  24. Click the Submit button.

Update IVR Touchpoint​

Some configurations are not changeable after initial setup. If you need to make changes to these, contact support@ pxp.ai.

  1. From top select Manage.
  2. From left menu select Touchpoints.
  3. Find an existing touchpoint from the list. Use filter functionality to find the touchpoint.
  4. Click the Edit button located in Manage.
  5. Make the changes.
  6. Click the Save button.

Notes​

  • Few IP address ranges and ports should be allowed on your firewall for SIP signaling. Please check with PXP team to provide you with the related IP list.
  • PXP support team will provide you with the SIP URI to configure in the PXP system.