Our Technology
The product of over 12 man years in development and iterative build refinements, our proprietary, web-based Integrated Survey Engine™ (ISE) is a robust, scaleable offsite solution designed for rapid deployment.
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Interactive diagram explaining the main features of the web-based Integrated Survey Engine™ (ISE):
- Survey Engine
The Insight Now Survey engine allows you to design and format your surveys. We will work through a series of stages to define the questions and answers, the look and feel of the survey.
The engine also defines question flow, allowing simple one-after-another flow, through to complex multi-routed surveys which change dynamically depending on the responses to given questions.
We have also created a design wizard for those wishing to manage the survey design themselves.
Once set up, refinements to question wordings or changes to question flow can be made in seconds.
- Campaign Manager
The Campaign Manager allows you to Import and manage your Contacts Database. Details of your agents are stored here to define who can use or system and what their access rights are. Also, details of customers who have agreed to participate in a survey are stored here.
The Campaign Manager also allows you to format the personalised greetings and sign-off messages that you want your agents and customers to see.
- Analytic Engine
The Analysis Engine is where we create and define the analysis and queries that each client requires in order to provide near real time data analysis and reporting.
The analysis is agreed during the configuration stage, based on what clients want to measure and how they would like the results displayed. Insight Now have a range of standardised analysis and reporting which covers most client requirements, however bespoke analysis can be configured to suit individual client requirements.
- Results & Dashboard Database
Having joined up and analysed the results of each linked survey, the Results and Dashboard Database Now displays these results on near-real time dashboards.
Dashboards can contain a combination of data tables and charts with different views of the data for different stakeholders within the business. Insight Now offers a range of pre-configured dashboards for clients, however as with the analytics above, client specific tailored dashboards can be developed.
This enables, advisors, team leaders, operational management and senior management to see defined views of the results, typically within 15 minutes of the surveys being completed. This 360 degree feedback from three perspectives: customers, advisors and managements (e.g., team leaders, trainers, coaches, quality managers etc) acts as a key enabler for real-time contact centre management.
Running a fully hosted Insight Now application requires no client-side installation or configuration. There is no requirement to invest in new computer hardware, IVR technology, WAP or web server hosting.