Form Designer
Business administrators can design their form schema in any way they want and add as many number of form fields as required. For details on the supported field types, see Forms Documentation.
Flexible Viewing Options
Control how you'd like your form to be displayed. Customize the layout and design the form the way you require. This is done on the client-side app rendering the form from the EF Forms Admin App.
Client apps can also implement their own logic to control hiding or showing some form fields/ questions.
Collect Form Responses
The schema of the form and submitted for data are kept separate from each other.
This allows you to collect the form responses from the user and store them in any of your preferred databases for reporting purposes.
RESTful APIs
Create and embed your forms anywhere using RESTful Form APIs. The APIs support JSON response for the client apps to implement the form view on their side.Â
The future version will also support HTML response along with the JSON response.
Agent Gadget in Cisco Finesse
The Forms gadget embedded in Cisco Finesse serves as a guidance script for Cisco UCCX/CCE agents to ask appropriate questions and record customer feedback.
The form opening logic can also be implemented on the gadget to open the right type of form based on the Dialed Number (DN)/ queue OR the outbound campaign.
This allows call center agents to ask a certain set of questions and gather customer feedback during their calls with the customer.
Benefits
- Create customized forms to address your business needs on the fly without involving IT Staff
- Design several forms/ scripts for handling different types of calls such as sales inquiries, billing complaints, outbound campaigns/ surveys
- Save time in training the new staff with the use of ready-made questionnaires
- Bring more efficiency in call handling with reduced waiting times and minimized call transfers
Common Use Cases
- Cold calling scripts for telesales and telemarketing
- High volumes of standardized interactions with low training requirements
- Post-chat customer feedback survey forms
- Pre-chat Forms
- Callback forms
- Quality-monitoring Questionnaires