Disconnected channels
Feedback gets fragmented across interaction channels, making a consistent program hard to run.
Survey360
Turn every customer response into actionable insight.
Survey360 is a customer feedback solution for contact centers. Create voice, email, SMS or messaging surveys, then deliver, capture and analyze feedback from one browser-based application. It works with Genesys, Amazon Connect, NICE CXone and other contact center platforms.
MultichannelVoice, email, SMS, messaging
ReusableTemplates & question banks
InsightfulDashboards & reports
SecureRole-based access
What is Survey360?
Create feedback experiences. Understand responses. Improve CX.
Survey360 is customer feedback and contact center survey solution. It gives your teams a browser-based environment to design surveys, deliver each one through the channel that suits it, and evaluate the results.
Surveys can be built from scratch, from templates or by cloning an existing survey, then configured with questions, messages, logic and availability for its delivery channel.
Survey360 is platform-neutral. It works with Genesys as well as non-Genesys contact center platforms, such as Amazon Connect and NICE CXone.
Dashboards and reports show participation, completion and customer-level responses, so feedback leads to decisions instead of sitting in a report.
The challenge
Customer feedback should drive decisions, not sit in reports.
Feedback is only valuable when teams can collect it consistently, understand it and act on it.
Complex survey management
Creating, updating and reusing surveys is slow without a central survey workflow.
Limited visibility
Basic reporting makes it hard to investigate participation, completion and customer-level feedback.
The result: feedback gets collected, but insight gets delayed. Survey360 brings creation, collection and reporting into one experience.
Core capabilities
More than a survey form.
Build feedback experiences around your customer journey and the information your teams need.
Faster survey design
Create new surveys, organize them by category, start from templates or clone existing ones.
Channel options
Build voice, email, SMS or messaging surveys. Each survey runs on one channel, chosen to match how those customers reach you.
Flexible questions
Open input, multiple choice, picture choice, rating, opinion scale, decisions and recorded responses.
Controlled availability
Set dates and times for each survey and manage how repeat participants are handled.
Rich survey data
Attach constant, participant, editable, tag and interaction data to every response.
Voice prompt options
Use prerecorded prompts or text-to-speech when building voice surveys.
Channels
Meet customers on the channel they already use.
Each survey is built for one channel, with questions, messages and logic designed for it. To hear from customers on several channels, run a separate survey on each, for example by cloning an existing one.
Available channels depend on your contact center platform and setup.
Voice
Interactive voice feedback with recorded or text-to-speech prompts.
Email
Web-based survey experiences sent by email.
SMS
Short, mobile-friendly feedback by text message.
Messaging
Flexible surveys in messaging conversations.
How it works
A structured feedback lifecycle.
From survey creation to meaningful customer experience insight.
Create
Build a new survey or clone an existing one.
Configure
Define data, questions, logic and availability.
Deliver
Publish through the survey's channel.
Capture
Collect responses and participation information.
Analyze
Explore results in dashboards and reports.
Improve
Act on feedback to improve CX.
Control and consistency
Run a consistent, well-governed feedback program.
Controls that keep surveys accurate and access limited to the right people.
Role-based access
Role-based security restricts the application to authorized users, with administrative controls.
- Access for authorized users only
- Administrative controls
Consistent survey programs
Reusable structures and availability rules keep every survey on standard.
- Predefined templates and cloning
- Date and time availability
- Repeat-participant rules
Reporting & Analytics
See what customers are saying, and how they respond.
Examine survey performance from summary, detailed, participation and contact perspectives.
- Dashboard. Bar, horizontal, pie, polar area, doughnut and line charts.
- Detailed report. Filter results and choose which columns to show.
- Participation and contact reports. Understand participation and review individual responses.
- Export. Take results further in PDF, Excel or CSV.
Survey responsesAll channels
1,284Total responses
76%Completed
14%In progress
PDFExcelCSV
FAQ
Survey360 questions.
Which channels does Survey360 support?
Voice, email, SMS and messaging. Each survey is delivered through one channel, with questions, messages and logic built for it. To collect feedback on more than one channel, create a survey for each, for example by cloning an existing survey.
Which contact center platforms does it work with?
Survey360 works with Genesys as well as non-Genesys contact center platforms, such as Amazon Connect and NICE CXone, among others. Talk to us about your platform.
Can we reuse surveys?
Yes. Start from predefined templates or clone an existing survey, and organize surveys by category.
What question types are available?
Open input, multiple choice, picture choice, rating, opinion scale, decisions and recorded responses, depending on the channel.
Can we control when a survey runs?
Yes. Set availability by date and time, and decide how repeat participants are handled.
How do voice surveys play prompts?
With prerecorded audio or text-to-speech.
What reporting is included?
A dashboard with several chart types, a detailed report with filters and custom columns, and participation and contact reports. Results can be exported to PDF, Excel or CSV.
Who can access Survey360?
Only authorized users. Role-based security restricts access and supports administrative controls.
Your customers are already telling you what they need.
See how Survey360 captures their feedback and turns it into insight your teams can act on.