VoiceFoundry and SMG Leverage Amazon Connect for New Self-Serve Contact Center Feedback and Measurement Application

VoiceFoundry, an SDP-accredited Amazon Connect consulting partner and reseller and provider of enterprise cloud-based contact center solutions with a unique focus on customer engagement, today announced with Service Management Group (SMG), a global customer experience management firm, the release of VoiceFoundry Post-Call Survey powered by SMG AgentTrack for Amazon Connect.  The integrated solution allows businesses using Amazon Connect to measure the customer experience through an advanced, post-interaction survey—making it easy to gain customer feedback on each interaction.

The Post-Call Survey application offers a simple, self-serve survey interface that makes building and deploying new surveys quick and easy. Amazon Connect administrators are able to download the application from Amazon Web Services (AWS) Marketplace, select the questions for the survey from a list of questions specific to the live agent or IVR experience and then launch the survey to specific applications within the contact center.

Once the survey has been created, users are able to invite customers to the survey immediately after their experience. Those survey results are reported and delivered to the center—helping supervisors identify coaching opportunities, focus improvement efforts and track performance over time.

“This collaboration provides Amazon Connect customers with an unparalleled customer feedback solution,” said SMG Vice President of Product Management Bennett Gamel. “The ability to build custom surveys and assess each interaction makes it possible for brands to learn from their successes and missteps and facilitate smart changes that improve business.”

“At VoiceFoundry, we continue to work alongside great partners like SMG to provide innovative, customer-focused solutions designed to help drive excellence in the customer experience,” said VoiceFoundry Vice President of Software Engineering Chris Autrey. “We are devoted to developing and growing our business around the Amazon Connect ecosystem. Our passion lies in delivering one of the best customer experiences, mixed with the right partnerships that fuel our ability to provide best-in-class contact center solutions.”

The VoiceFoundry Post-Call Survey powered by SMG AgentTrack for Amazon Connect is now available on AWS Marketplace.

About VoiceFoundry

VoiceFoundry is passionate about customer experience. We specialize in the delivery of cloud-based enterprise contact center solutions and are uniquely focused on helping businesses improve customer engagement, while maximizing the benefits of the cloud. Our expertise is focused on AI & natural language automation, CTI, enterprise integration, user experience design, analytics and workforce optimization. With a relentless pursuit of customer success, our team strives to disprove the notion that software projects have to be painful – and that technology must hurt to work. For more information, visit us at www.voicefoundry.com.

About Service Management Group

SMG inspires experiences that improve people’s lives. We are a catalyst for change, providing actionable customer, patient, and employee insights that boost loyalty and drive business outcomes. Our unique model puts a dual focus on platform technology and professional services—making it easier to collect, analyze, and share feedback and behavioral data across the enterprise. To learn more about our customer experience management, employee experience, and brand research solutions, visit www.smg.com.

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