PCS allows Cisco Unified Contact Center administrators/supervisors to run customer satisfaction surveys after multichannel interactions such as voice calls, web chats or physical site visits.

Two options available as of now for sending out the survey to the customer:

• IVR surveys: An IVR-based survey can be played to a customer on the call once the customer ends up talking to the contact center representative.
• SMS Surveys: As a replacement to IVR surveys, an SMS message can also be sent to take quick customer feedback. With some additional efforts, feedback surveys can also be sent after a customer ends a web chat and/or physical site visit.
• Web Surveys: Web based surveys can be shown to customers at the end of a web chat.