Call Surveys the easy way

The Intelligent Voice Survey Platform for Genesys Cloud

xSURV Cloud Solution

xSURV is a specialized voice-based survey platform built specifically for Genesys Cloud environments. It’s positioned as a solution for organizations wanting to gather customer feedback through voice channels while leveraging their existing Genesys Cloud infrastructure. Its native Genesys Cloud integration allows teams to deploy surveys efficiently and gain valuable insights to enhance service delivery.

100 %
GENESYS CLOUD INTEGRATION

FEW MINUTES

TO CREATE SURVEYS

GLOBAL

MULTI-LANGUAGE SUPPORT

xSURV Overview

Effortlessly create engaging surveys with our no-code survey designer, unlocking detailed and comprehensive insights from your data. Seamlessly integrate your surveys with other tools and platforms for a streamlined workflow, making the entire process smooth and efficient.

Seamless
Integration

Native Genesys Cloud integration for automated deployment across all customer touchpoints.

No-Code Survey Designer

Build professional surveys in minutes with our intuitive drag-and-drop interface. No technical expertise required.

Comprehensive Insights

Real-time dashboards with multi-dimensional analytics for agents, surveys, and NPS tracking.

xSURV Use Cases

Call surveys gather customer feedback and conduct market research.

Business Need: A company needs to measure customer satisfaction and agent performance after call interactions, while working within the limitations of their basic Genesys Cloud (GC1) voice-only license.

Solution: Implementation of xSurv\’s voice survey platform to automatically conduct brief, keypad-based satisfaction surveys immediately after customer service calls, utilizing CSAT and NPS questions with DTMF input or voice bot.

Key Outcomes:

  • Automated feedback collection without additional infrastructure

  • Quantifiable customer satisfaction metrics

  • Performance insights by agent, queue and division

  • Minimal technical overhead and implementation complexity

This provides a straightforward way to gather customer feedback while working within existing system constraints and licenses.

Business Need: Organization needs to collect customer feedback for email interactions, but security policies prevent sending web survey links to customers, creating a gap in their voice of customer program.

Solution: Implement xSurv to automatically trigger outbound voice surveys after email interactions are completed, collecting feedback through phone keypad responses or voice bot while leveraging existing Genesys Cloud 2 infrastructure. Surveys are linked to original Genesys interactions thus allowing to link feedback to specific email interactions, agents and queues.

Key Outcomes:

  • Achieve significant response rate without compromising security protocols

  • Gain actionable feedback about email handling processes

  • Identify opportunities to improve email response quality

  • Maintain security standards while improving customer experience measurement

This approach enables organizations to gather crucial feedback about their email support channel while adhering to strict security requirements, all through their existing Genesys Cloud infrastructure.

Business Need: Organizations need to effectively capture customer feedback after in-person branch visits. Traditional paper surveys yield low response rates while digital surveys miss key customer segments. Management lacks timely insights into service quality and operational efficiency across locations.

Solution: Implement xSurv\’s voice-based survey platform integrated with Genesys Cloud 3 to deploy automated post-visit outbound survey calls. Collect structured feedback through simple keypad responses or speech recognition. Use custom data to map surveys and feedback to specific locations.

Key Outcomes:

  • Higher response rates through voice-based engagement

  • Visibility into location-specific performance

  • Actionable insights for staff training and resource allocation

  • Improved understanding of customer preferences and service patterns

  • Data-driven decision making for operational improvements

This direct voice feedback approach provides a broader customer reach, particularly benefiting customers who prefer traditional communication methods over digital surveys, while providing organizations with detailed analytics to optimize their in-person service delivery.

Transforming Your Customer Experience Today

Discover how xSurv can help your organization enhance customer satisfaction and drive continuous improvement.

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