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.