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Product Tour | On demand | 35 minutes

Close the loop between Emplifi Agent, Community, and Care

Watch this on-demand session with Brian Gillespie and Michael Freshwater to see how Interaction Experience closes the loop between Emplifi Agent, Community, and Care. Send post-interaction surveys over email or SMS, route every response back into the case, and surface manager and individual agent dashboards so coaching, reputation management, and QA cost reduction all run from one dataset.

 

  • Send a branded, templated five-star post-interaction survey over email or SMS, with the case ID and other known variables appended to the link so every response ties back to the originating case
  • Build the survey paragraph in Emplifi Agent, drive distribution with the mass mailing utility, and use saved favorites to schedule list build and send actions back to back
  • Pull responses back through Import Forms, tag verbatim comments as Voice of the Customer, and visualize manager-level and individual-agent views in Tableau today and Unified Analytics next
Emplifi Agent

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