Contact center (generic)

Mindful Feedback provides all the tools necessary to create a robust integration with your contact center solution. The generic integration involves transferring customers to Mindful Feedback after a conversation with an agent (via SIP or PSTN), then passing contextual data to Mindful (via API) to associate with the survey interaction. By passing context along with customer transfers, you can apply meaningful attributes (product type, agent ID, call type, etc.) to be used for future analysis of survey outcomes.

Even if your contact center does not have the required tools to provide context for survey interactions, you can still conduct surveys by transferring customers to a Mindful Feedback phone number.

For more background on this topic, see Adding a Survey via SIP Call and Adding a Survey by Default Survey Association.

Contact Center Transfer with Metadata

The following diagram represents the two methods discussed in this article. Although the call in this example is transferred via SIP, the same process generally applies to PSTN transfers

Diagram demonstrating Contact Center Transfer with Metadata

  1. A call arrives at the contact center and routes to an agent. The call routing might capture caller intent and other metadata as it travels to the agent.
  2. At the end of the call, the agent or contact center software sends the metadata for the survey to Mindful.
  3. The call is transferred to Mindful Feedback in one of two ways:
    • via SIP trunk
    • to a PSTN number returned from the PSTN Transfer Reservation API method that is called to pass data to Mindful Feedback.
  4. The call arrives at Mindful Feedback and the contextual data is automatically associated with the survey and added as attributes of the survey interaction.