Customer Experience Management · Java Lib REST/JSON CEM Dashboard Insigh ts & Analycs CEM Data Channels Journey Touchpoints WebVoice/Text @Email Tab Tablet App Social Listen Email

Customer ExperienceManagementTechnology Architecture & API

Jun 28th 2019

Nagendra C L, CTO/Chief Architect

2020 Cisco and/or its affiliates. All rights reserved.

Content Overview

Technology Infrastructure Performance

Open API Advanced API Survey Channels/Dispatch

Introduc�onOpenAPI Pla�ormArchitecture Data Residency

Opera�onal RegionsGlobal PaaS Benchmarks

Security

Survey TokensData Slice & Dice

Access ControlQues�onnaire

Context Pre-FillsReal-�me PushSSODelivery WorkflowGranular Authoriza�on

Channel ComparisonData I/O

Sliced Marke�ngContact Center

Online

In-Store/On Loca�onPost Purchase

Tailored

345

689

1011

13142023

2827

293031

36

41

3839

3433

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Introduction to CEM Analytics Platform

Data Acquisi�on Services API

ManagementServices API

CloudCherryAnaly�cs Engine

Paper Survey

Email Survey

Web Survey

Tablet Survey

API

Aquire Analyze Insight

Real�me Analy�cs

Drill Downs

RT No�fica�ons

Excel Reports

API

è Technology Stack & Architecture

Œ � Ž

Cloud Cherry’s Customer Experience Management Analy�cs Pla�orm(CEMP) enables brands & businesses to perform real-�me acquisi�on of Customer Experience(CX) data from their customers using mul�ple channels to acquire, engage & analyze their customers.

Ÿ Real-�me data analysis help businesses understand how customers perceive their products so that they can adapt them, or their marke�ng, if need be highly curve fi�ng their marke�ng or servicing spends.

Ÿ Tracking enterprise-wide insights on single dashboard saves lot of �me to manage quality across wide array of loca�ons servicing customers.

Why Collect & Analyze Data Real-Time ?

Ÿ Real-�me data allows you to engage customers in an almost one-on-one, real-�me conversa�on to provide mul�ple chances to amend before any service issues move to be discussed online causing dispropor�onate damage to the brand.

Ÿ Data drill down analysis enables businesses to perform pre-impact risk analysis before tweaking any offering to iden�fy what areas cause the most commo�on or happiness to customers, which an non-real-�me overall sa�sfac�on score can’t iden�fy and only shows up in a�ermath.


REST API

Analyze Insight

NOSQL

Data Acquisi�on Services API

ManagementServices API

JSON

Import Exis�ng Data3rd Party Developer Integra�on

Na�ve - Android - iOS - Windows

CloudCherryAnaly�cs Engine

REST API

Export Analyzed Resultsor Raw Data

3rd Party Developer Integra�on

Management DashboardBootstrap, AngularJS

Pla�orm Built On

OPEN API

OPEN DATA

OPEN STANDARDS

Aquire

Big Data StoreTerabyte Ready

TransformSplice

Analyze

CaptureAcknowledgeDigi�ze

Customer Experience Management Analy�cs Pla�orm

Analyze Insight

Pla�orm Built On

Aquire

Azure Web App PaaS

CEM Pla�orm API

Edge Deployment

api.getcloudcherry.com

Swap

Live

Azure DocumentDBAccount Analy�cs Store

Azure Private VNet VM Set

MongoDB Data Store

Availability Set

Azure Cloud Service PaaSAnaly�cs Worker Cloud

+-AutoScale

Analy�cs Workers+-AutoScale

Azure Service Bus

Replica Set

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Redis CachePerf

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Azure SchedulerAu

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Applica�on InsightsMo

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REST API.NET SDK

PHP Package

Java Lib

REST/JSON

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Voice/Text

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Social Listen

Email Gateway

Voice/Text Gateway

Social Listening

WebApp PaaS

Azure Availablity Set

Cloud Service PaaS

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Customer Experience Management Analy�cs Pla�orm

+-AutoScale

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15+ Channels+IBM WatsonA

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api.getcloudcherry.comAzure Traffic Manager

DNS Lookup(which IP do we talk to ?)Œ

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Azure DocumentDB

Account Analy�cs StoreGlobal Monitored Routes

East USWest USNorth EUWest EUSingaporeSouth IndiaCentral India

20ms100ms120ms140ms150ms600ms160ms

OnlineOnlineOnlineOnline

Online

OnlineDegraded

Talk to East USit’s Online and Super Fast

to your loca�on(20ms)

User (New York)

Service Bus Redis Cache NoSQL Store

East US - Virginia


West US - California

Azure DocumentDBService Bus Redis Cache NoSQL Store

North EU - Ireland


West EU - Netherlands


SouthEastAsia - Singapore


South India - Chennai


Central India - Pune

East US - This Way!

Lookup Best Route Right Now

Resiliency Matrix

Single Server

PaaSGlobal PaaS

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Customer Experience Management Global API

Technology Platform and Architecture

Cloud Cherry’s Customer Experience Management Pla�orm was architected and designed leveraging the best prac�ces of efficient cloud compu�ng, the pla�orm is architected to be open(OpenStandards/OpenData/OpenAPI), to perform (see benchmarks), to be secure (PCI-DSS Level 1) and long las�ng (based upon rock solid enterprise grade Microso�’s Azure Pla�orm).

The pla�orm is offered as a So�ware as a Service(SaaS) solu�on to businesses, while being deployed on the cloud as a Pla�orm as a Service(PaaS) on-top of Microso� Azure. SaaS frees businesses from chores of running a complex IT system just to support data collec�on, and lets’ their technical teams to be�er u�lize �me to develop systems and install interac�ve and dynamic visualiza�on tools that allow decision makers to analyze, view and benefit from the data, than to be occupied collec�ng it.

The pla�orms open philosophy of implemen�ng Open Standards and Open API allows businesses full control to own their data in-contrast to online applica�ons owning the data that customer’s generate; unlike proprietary solu�ons that only facilitates easy collec�on of data, but no way for data to exit, your data is best trusted with open pla�orms that don’t mine it themselves or use it for adver�sing.

CloudCherry SaaS = CEM Analy�cs + Open Standards + Enterprise Reliability from Microso�

Application

Feature Use

DataStore

Runtime

Middleware

OS

Virtualization

Servers

Storage

Networking

$$$$$+

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è Global PaaS Delivered


Web API PaaS

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Global PaaS Delivered

Ÿ De-centralized/Decoupled Design : All regions are independent of each other with compute de-coupled & data store de-coupled.

Ÿ Distributed NoSQL Store - Globally distributed NoSQL data store.

Ÿ Disposable/Stateless Instances : Instances are fully managed where servers are built up & torn down all the �me.

CloudCherry’s CX Pla�orm Deployment is a Global PaaS Deployment.

PaaS itself w/o even being global is possibly the highest form of deployment compared to all other alterna�ves that exist today; PaaS when combined with global deployment, delivers the most rock solid infrastructure performance, reliability and dependability that any analy�cs data pla�orm could hope for in being highly available & infinitely scalable.

Design feature of CX Global PaaS :

Ÿ Performance Caching - Near network performance from edges serving CX (ex: 15ms is a response �me for a survey token on 2nd use onwards)

Ÿ Global & Regional Backplanes - Co-ordina�ng the cha�er within region and within global network.

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è Global Data Sovereignty


Data Storage, Security, Privacy & Compliance

CloudCherry’s Customer Experience Management Analy�cs Pla�orm provides a solid cloud hosted solu�on to store terabytes of data based upon NoSQL datastore for real-�me retrieval on demand.

NoSQL databases were developed from the ground up to be distributed, scale out databases. They use a cluster of standard, physical or virtual servers to store data and support database opera�ons. To scale, addi�onal servers are joined to the cluster and the data and database opera�ons are spread across the larger cluster. NoSQL databases are built to tolerate and recover from failure making them highly resilient.

Data Ownership & Privacy :

Customer data belongs to you, CloudCherry’s staff does not have access to customer accounts, unless customers share their login/password for assistance in setup or support.

CEM Pla�orm is deployed upon Microso� Azure, with NoSQL cluster on a private VNET (virtual network not accessible to general internet) and Azure has been validated for PCI-DSS Level 1 compliance.

Infrastructure, Network, PaaS Security Safeguards:

Transmission Security :

All API endpoints use HTTPS Secure Protocol with Extended Valida�on(EV), the EV SSL Cer�fica�on is 2048 bit key, with public key signed by GeoTrust using SHA-256. Sensi�ve API Calls are SSL enforced(where it refuses to connect unencrypted), while rest of the call connect in both encrypted and normal mode providing control and choice to the business users.

All Security safeguards and reliability assurances of Microso� Azure Apply to CEM PaaS, Refer to Azure Security, Privacy, and Compliance Whitepaper to learn more. ( )h�p://go.microso�.com/fwlink/?linkid=392408&clcid=0x409

Storage Security :

è Performance Benchmarks


Choice of 5 Continents for Data Residency & Sovereignty

CloudCherry CEM Pla�orm provides more than 5+ global loca�ons as op�on for CEM programs to operate out of, these enable security conscious businesses to maintain control over the loca�on where regulated data and documents physically reside.

Depending on the specific countries in which businesses operate, companies may need to keep certain types of informa�on within a defined geographic jurisdic�on. Addi�onally global API loca�ons also provides shortest latency to improve speed of access to your customers.

Privacy and data residency requirements vary by country and customers of CEM services need to consider the rules that cover each of the jurisdic�ons they operate in as well as the rules that govern the treatment of data at the loca�ons where the CEM service provider provisions their services (e.g., their data centers), with CloudCherry customers can select their choice of loca�on to meet the regulatory requirements.

Sovereign Zones Loca�ons Regulatory Compliance

United States

European Union

Indian Subcon�nent

Singapore(+SE-Asia)

United Kingdom

Canada

API California Virginia +

California + Virginia

Backup Oregon (Encrypted)

API Netherlands Ireland +

Netherlands + Ireland

Backup Frankfurt (Encrypted)

API Chennai Pune +

Chennai + Pune

Backup Mumbai (Encrypted)

API Singapore

Singapore

Backup Singapore (Encrypted)

London + Cardiff

Backup Ireland (Encrypted)Backup

Toronto + Quebec

Backup Oregon(Encrypted)Backup

MTCS Level 3

G-Cloud v6

è Data Storage, Security, Privacy & Compliance


Built for Scale, Lean and Efficient Architecture

For instance, CloudCherry’s Global PaaS API endpoints handle over half million experiences every month with 7 global regions across the world opera�ng as just one. Lean engineering has kept CEM Pla�orm responsive, each and every line has been carefully chosen to be efficient and secure, en�re code base has been performance op�mized and benchmarked before deployment.

CloudCherry is freshly built, without any of bulky legacy pa�erns nor having gone overboard with micro-services - as elegant as it can get - lean, decoupled, distributed and to be global. Just about right mix of efficiency and agility to scale.

è CX Analy�cs Data API

Ac�on Real-�me Compute Response Time*

NPS Net Promoter Score Over 100K Responses 1.00 Seconds



Lower is Be�er

NPS Net Promoter Score Over 1 Million Resp. 10.40 Seconds

25M + Experiences

140M + Ops/Year

< 100ms Worldwide

Global API Live SnapshotReal-�me Numbers

< 500ms Analytics

Sample snapshot of total response �mes from the pla�orm API end point to a sample test loca�on.

Benchmarked in the Same Region as Data Residency, As Measured on Live Ac�ve/Hot Account

Global API Endpoint : api.getcloudcherry.comCompute Metric : NPS ( Real-�me / High Precision / Not Sampled / Not Cached )OpenAPI Call: /api/FlashNPS


Customer Experience Measurement & Analytics API

API provides full access for integra�on into external applica�ons and workflow or to access your data when you want, how you want.

What can I do with API ?

Ÿ Setup/manage ques�onnaires for data collec�on

Ÿ Export reports or analysis or raw data

The API consists of REST Calls that enables you to make use/integrate/improve every func�on that is possible on the official app & official web insight center.

Ÿ Add & manage real-�me no�fica�ons & se�ngs

Ÿ Issue unique tokens with bills(PoS Integra�on)Ÿ Gather & collect feedback data using API

API Language Compa�bility : C/C++, Objec�ve-C, Swi�, C#/.NET, JavaScript, Java, PHP, Ruby, Python

Ÿ Sta�s�cally analyze collected data & generate reports

Ÿ Setup/Manage Sub-Users & Roles

OS Compa�bility : Windows, Linux, OSX, iOS, Android, WindowsPhone

èAPI Access & Authoriza�on

API Client

Bearer TokenAuthorizationService

Account Management

API Consumer

Auth Request

Cherry API Provider

Token Issue

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SettingsQuestionsAnswersCDM/Insight

APIServices

Token + RequestŽ

Response�

AUTHENTICATION

PUT/GET/DELETE

Cherry API Request - Response Flow

{ "userName": "demo", "hasRegistered": true, "loginProvider": "bearer"}

API Live Explorerè


API Access & Authorization

Ÿ Valid/Ac�vated Cloud Cherry Account

Accessing API requires :

Ÿ Ac�ve Pay Per Response Plan

curl -u <USERNAME> h�ps://api.getcloudcherry.com/api/ques�ons

There are 2 authen�ca�on methods for the API: HTTP Basic authen�ca�on and OAuth2. The easiest way to authen�cate is using HTTP Basic authen�ca�on. Enter your username and supply your password or API Key as the password. Star�ng much more secure oAuth2 is similar to obtaining a one-�me pass to a conference hall with many talks going on, you need to produce your id only once at the entrance to be en�tled for entering any room, this pass(here token) iden�fies your account without needing to verify id(here login/password) at every rooms entrance(here your REST Service call)

Example Basic Auth :

Ÿ Login To Dashboard or/& update se�ngs before accessing API

è Ques�onnaire Management Using API

Sample oAuth2 Authentication Call :

Content-Type: application/x-www-form-urlencoded

{

Body : grant_type=password&username=<USERNAME>&password=<PASSWORD>

POST https://api.getcloudcherry.com/api/LoginToken

"userName": "<USERNAME>",

"managedBy": "<USERNAME>",

}

"expires_in": 86399,

add header “Authorization: Bearer ” to every further API request to be identified as {access_token}authorized.

"access_token": " ",61Abkh..

".expires": "Mon, 30 Jun 2014 12:56:04 GMT"

Retain the for rest of session(or until .expiry) to use for making every other API call,"access_token"

"email": "<YOUREMAIL>",

".issued": "Sun, 29 Jun 2014 12:56:04 GMT",

"primaryRole": "User",

"token_type": "bearer",

Res

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Questionnaire Management Using API

Ÿ Setup condi�onal ques�ons based on �me, place, date or on answer to another ques�onŸ Re�re/update/delete exis�ng ques�ons

Survey ques�onnaire can be setup and managed using the API, including func�on such as :

Ÿ Create 25+ Different Type of Ques�ons

è Ques�on Structure

[{

"setName": null,

"multiSelect": ["Evil", "Average", "Attentive", "Superheroes"],

Sample Call to Retrieve Questions List :

GET https://api.getcloudcherry.com/api/questionsContent-Type: application/json

Response is a array with questions(if they exist in the account), below is a sample response with a single question

"id": "53621..", "user": "<USERNAME>",

"sequence": 2, "text": "How would you rate our staff", "displayType": "Select",

"conditionalToQuestion": null,

"conditionalNumber": 0, "analyticsTag": null,

"questionTags": ["Staff"],

"userWeight": 2.0, "cdmWeight": 0.0,

"goodAfter": null, “goodBefore": null, "timeOfDayAfter": null, "timeOfDayBefore": null,

} .. ]

"displayLocation": null,

"note": null

"conditionalAnswerCheck": null,

"isRetired": false,

"staffFill": false,

"isRequired": false,

Res

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Req

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Question Structure

Ques�ons are represented as JSON when request type is for “applica�on/json” or XML when reques�ng call specifies “applica�on/xml”, both the formats represent the same informa�on fields. Each ques�on is iden�fied with a unique iden�fier assigned by the API on crea�on, this unique id is used to reference the ques�on for modifica�on.

è Create Your First Ques�on Using API

MultiSelect - choose more than one item from list

displayLocation : Array of locations where the question is only valid for display

conditionalNumber : Numeric answer that the conditional answer check operator(eq/lt/gt) is applied on.

conditionalToQuestion : Optional id of the question this depends upon

note : user note to add context

Select - Choose one item from list of items(less than 5 choices)displayType : Question is displayed and accepted for input as one of the choices

Dropdown - choose one item from list of items displayed as drop down(for more than 5 choices)

Smile-5 - Rating using 1 to 5 Smiles

MultilineText - Accept a multiple lines of text

OrderBy - Order a list of item according to priority or importance

multiSelect : Choices valid for a selection or dropdown as a array of string

sequence : Order this questions will be displayed to user

conditionalAnswerCheck : Array of conditional check answers(when text) or an single operator(when number), operators for comparison on numeric answers are [ 'eq' ] for equal to /

goodBefore : Optional Date after which the questions should not displayed aftergoodAfter : Optional Date after which the questions is good to be displayed after

Text - Accept a single line of text

timeOfDayAfter : Optional time of day after which the questions is good to be displayed after

[ 'lt'] for less than / [ 'gt'] for greater than

text : The main text of the question for query to user

setName : Optional group name for group questions

isRequired : Optionally force user to answer, and do not skipquestionTags : Tags set for user to filter using(ex: “Staff” for questions on performance of staff)

timeOfDayBefore : Optional time of day after which the questions should not displayed afterisRetired : Optionally do not display this question anymore but keep the data collected so far

Like-5 - Rating using 1 to 5 Likes

Star-5 - Rating using 1 to 5 Stars

staffFill : Questions reserved for surveyor/staff to prefill before handing the data collection over to surved user.

userWeight : Analytics weight for importance of answer to this question, 1 = 1x

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Create Your First Question Using API

Fresh ques�ons can be created using API by pos�ng informa�on that the ques�on will use in the format of the ques�on data structure, all fields that are needed are only essen�al, any un-used or later for use fields can be skipped during crea�on, these will take the default values.

è Update a Ques�on

Sample Call to Create New Question:

POST https://api.getcloudcherry.com/api/questions/addContent-Type: application/json

"sequence": 11, "text": "Sample Question",

Body :

"displayType": "Text",

"StaffFill": false, "displayLocation": [],

{ "setName": null,

"cdmWeight": 1, "analyticsTag": null,

"userWeight": 1,

"multiSelect": [],

"isRequired": false, "isRetired": false, "goodAfter": null, "goodBefore": null, "timeOfDayAfter": null, "timeOfDayBefore": null}

"user":"demo","id":"53bd1fd..",

Response : Successful addition will return the complete question with a API assigned id, using which the question can be referenced going forward.

“displayType":"Text" .."}

{

Res

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Update a Question Using API

Exis�ng ques�ons can be updated using API by pos�ng changed informa�on that the ques�on will use in the format of the ques�on data structure, use a copy of exis�ng ques�on containing the unique ques�on ID as obtained from the API to apply the changes required before pos�ng it back to the API.

Update Func�ons: Modify Content Displayed, Change Answer Type, Add Condi�ons, Set Tags, Set Analy�cs Weights, Re�re

è Delete a Ques�on

"id": "53bd1fd...",

Response : Successful modification will return complete modified question for verification.

"user": "demo",

"sequence": 11,

"locationSpecific": null, "displayLocation": [],

POST https://api.getcloudcherry.com/api/questions/update/{question_id}

"userWeight": 1,

Body :

"cdmWeight": 1,

"conditionalAnswerCheck": null,

"text": "Sample Question 1",

"conditionalNumber": 0,

}

"staffFill": false,

"displayType": "Text",

{

"multiSelect": [],

Content-Type: application/json

"setName": null,

"conditionalToQuestion": null,

Sample Call to Update Existing Question:

"analyticsTag": null,

"text": "Sample Question 1",

{"id":"53bd1fd..","user":"demo",

}

Res

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Req

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Delete a Question Using API

Exis�ng ques�ons can be deleted permanently during tes�ng or when not required.

Once a ques�on is deleted all references connec�ng it to responses already collected specifically to this is lost, to retain specific answers while archiving a ques�on, set it to re�re the ques�on via a update instead of dele�ng, re�ring ensures data con�nuity & flow over decades as answers from ques�ons that existed in past(now re�red) will show up only when retrieved for that specific �me period.

è Response Management Using API

Content-Type: application/jsonGET https://api.getcloudcherry.com/api/questions/delete/{question_id}

Sample Call to Permanently Delete Existing Question:

Response : True or False

Res

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Response Management Using API

Ÿ Filter collected responses by �me frame, loca�on or answered asŸ Archive responses to be excluded from analy�cs summary

Ÿ Retrieve all collected responses

Survey responses collected can be managed using the API, including func�on such as :

Ÿ Delete responses that are not required permanently

A single response is a collec�on of answers from a single respondent/person, each response structure contains all the answers that were collected for the ques�ons displayed.

è Filtering Data Using API

archived : Status of response, set when it is archived to exclude from analysis

numberInput : Number Answer when provided by user

responseDateTime : Time Stamp of response collection in ISO-8601 format(YYYY-MM-DDTHH:mm:ss.sssZ)

notes : Any internal notes associated with this response

locationId : Optional Location where this response was collected, if locations have been setup

questionText : Text of question displayed while collecting the answerquestionId : Unique ID of the question the answer is for

textInput : Text Answer when provided by user

id : Unique ID of the response assigned by API, use this to access this response for modification

responses : Array of Answer Structure(as above) [ , ]

An

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Answer

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Answer


Filtering Data Using API

Ÿ Match for responses collected at loca�on(like downtown only)Ÿ Match for responses collected at a�er or before dates, or a�er a certain �me of day or before(like

evening in downtown)

Ÿ Match for responses collected that contains a specific answer(like sunday evenings in downtown responses from first �me visitors who answered yes to their first visit ques�on)

Ÿ Match responses collected during a specific day of week(like sunday evenings in downtown)

Finding the needle in the haystack, especially a big hay stack requires fine grained filter control, and this is provided by the API so business users can narrow data sets to exactly what they require than retrieve the en�re haystack to find it themselves.

è Retrieve Filtered Responses Using API

beforedate : DateTime before which the response was collected, ISO-8601 format (YYYY-MM-DDTHH:mm:ss.sssZ)filterquestions : Match responses that contain a specific answer, array of responses matches, similar to conditional question matching

aftertime : Time of Day after which the response was collected, ISO-8601 format(YYYY-MM-DDTHH:mm:ss.sssZ),

location : Array of String Of Locations

[{

afterdate : DateTime after which the response was collected, ISO-8601 format (YYYY-MM-DDTHH:mm:ss.sssZ)

"questionId": Unique question ID to match answer with "questionText": text of question, so API knows its real "answerCheck": Array of conditional check answers(when text) or an single operator(when number) operators for comparison on numeric answers are [ 'eq' ] for equal to / [ 'lt'] for less than / [ 'gt'] for greater than "number": Numeric answer that the conditional answer check operator(eq/lt/gt) is applied on. },..]archived : Match archived(true) or normal(false),days: Match responses collected during specific days of week, Array of Number(Monday = 1, Sunday = 6)

beforetime : Time of Day before which the response was collected, ISO-8601 format(YYYY-MM-DDTHH:mm:ss.sssZ)

Filt

er S

tru

ctu

re


Retrieve Filtered Responses Using API

Responses can be retrieved from API by pos�ng a filter specifica�on for matches to be performed.

"user": "demo",

},..]

{ "location": [ “Downtown” ], "afterdate": "2014-06-10T07:00:00.000Z", "beforedate": "2014-07-10T06:59:59.999Z", "filterquestions": [], "archived": false, "days": [1, 2, 3, 4, 5], "aftertime": "2014-07-09T22:12:03.140Z", "beforetime": null}

Sample Data Retrieval Using a Filter Specification:

POST https://api.getcloudcherry.com/api/answersContent-Type: application/jsonBody :

Response : Array of Response Containing Answers

"locationId": "Downtown",

"id": "52c7d3437c1e0c12ac50e538",

"responseDateTime": "2013-12-30T09:24:19.839Z",

{

"questionText": "How would you rate our staffs", "questionId": "53621e417c1e0c0ad41ce051",

"textInput": "Superheros", "numberInput": 0,

[{

}, ]

"responses": [

Res

po

nse

Req

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è Retrieve Analy�cs Using API


Retrieve Analytics Using API

Detailed Analy�cs Per Loca�on can be retrieved from API by pos�ng a filter specifica�on for matches to be performed.

Sample Analytics Retrieval Using a Filter Specification:

POST https://api.getcloudcherry.com/api/AnalyticsByLocation

Body : Filter Spec

{ "all Locations": {

"totalResponses": 59, "locationSummary": [{ "askedQuestion": {

"locationName": "All Locations",

"text": "Rate Your Coffee Strength",

},


"displayType": "Star-5",

"response": { "5": 19, "4": 4, "3": 3 } }..., "wordCloud": ["good", ""delicious"], "liked": "Colors",

"perDayResponseCount": [27,32], "mdm": 83,

"netPromoter": {

"passive": 14,

"disliked": "Music",

}

"netPromoters": 66 }, "npsAnalytics": {

}

"questionText": "Would you recommend our Cafe to family and friends",

}]

"promoters": 76,

"detractors": 10,

“detractors": "Speed"

Res

po

nse

Req

ues

t

è Mul�ple Channels Surveys Using API


Multi-Channel Surveys Using API Tokens

Using Survey Tokens Enables

Businesses are mul�faceted and customer interac�on happen at many levels, making it essen�al to aggregate data from very different channels to arrive into one screen for analysis. Survey tokens enable presen�ng single survey on any channel while enabling customizing per user using built-in pre-fill data.

A typical token is composed of just few characters but enables embedding survey ques�onnaires with preset data(known as staff-fill on tablet mode) and have set life�me (one use, mul� use, valid a�er, valid before).

Ÿ Collect customer feedback over a email (ex. a�er a hotel checkout or service interac�on)

Ÿ Tablet to use Token in-place of login/password for survey staff.

Ÿ Trackable surveys by individual responders using single-use tokens per customer over API to get unique URL per customer.

Ÿ Collect customer feedback over a web survey (ex. on your own website)

è Create Your First API Survey Token

PreFill : Optional Pre-Fill to include(For speed or to later track response to a unique customer).

StateQuestion : Prefill State Name to this question from which the survey was submitted

PerSamplePresent : This many questions per sample are presented.

ValidUses : # of responses that are accepted(can be one time use or any number set)

MicroCampaign : Online Micro Survey Control(see CloudCherry 360 for more information)

User : API access username, questionnaire set for this user will be presentedNote : Note on use of token(ex. “For email to customers”)

ValidTill : DateTime after which responses are not accepted, ISO-8601 format(YYYY-MM-DDTHH:mm:ss.sssZ)

EmailQuestion : QuestionID which collects a email address to email the RewardCode or thank you

CityQuestion : Prefill City Name to this question from which the survey was submitted(Web Only)

RegionQuestion : Prefill Region Name to this question from which the survey was submitted

PreFillViaAPICallBack : Optional automated API End point to obtain pre-fill from.

RewardCode: Text/HTML to email for response back to surveyed userLocation : Select questionnaire from this location if set

SamplingMode : When Set, will pick random question(s) to present on every survey.

Su

rvey

To

ken

Str

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Create Your First API Survey Token

Fresh and unique tokens per specific survey or even specific to surveyed customer can be created using API by pos�ng informa�on that the survey token will use in the format of the survey token data structure, all fields that are needed are only essen�al, any un-used or later for use fields can be skipped during crea�on, these will take the default values.

è Get Survey For Presenta�on Using Token

Body :{

"questionId": "53d10eea3ec2411e8c1baa36",

Sample Call to Create New Survey Token :

"questionText": "Enter your customer number", "textInput": null, "numberInput": 2345,

POST https://api.getcloudcherry.com/api/surveytoken

}],

"preFill": [{


"note": "Email After Service Interaction #23456",

Response : Successful addition will return the fresh token being assigned by API ready for use in web/email (ex. http://CloudCherry.net/DM-21988).

"user": "demo",

"note": "Email After Service Interaction #23456"

"id": "DM-21988",

"validUses": 1, "validTill": "2014-10-31T18:30:00.000Z",

"emailQuestion": "53d10eea3ec2411e8c1baa3c",

}

}

"location": “Downtown”, "rewardCode": "Thank you for letting us improve our service",

{

Res

po

nse

Req

ues

t


Get Survey For Presentation Using Token

Pre-fill provides method to personalize tokens, if set while crea�ng a token, will be available to enable custom response collec�on client to skip presen�ng pre-fileld ques�ons to the responder.

Survey with complete ques�onnaire including ac�ve ques�ons, theme, colors, logo & texts can be retrieved for presenta�on on a custom applica�on or device for response collec�on.

è Submit Response Using Mul�-Channel Token

"sequence": 1,


"backgroundURL": null, "businessName": "Café Beta",

{

"welcomeText": "Welcome to customer satisfaction questionnaire",

"businessTagline": "Brewing the Best - Always",

Sample Call to get Survey By Token:

GET https://api.getcloudcherry.com/api/surveybytoken/DM-21988

"thankyouText": "Thank you for sharing your views",

"logoURL": "https://az592622.vo.msecnd.net/users/demo/logo.png",

"colorCode1": "#F70D11",

"colorCode3": "#FFFFFF",

"questions": [{ "id": "547ef14d44ed4d230088b989",

"colorCode2": "#CECECE",

"text": "Rate Our Coffee Variety", "displayType": "Smile-5", ... },

"text": "Rate Effectiveness Of: Barista",

}], "preFill": null}

"sequence": 2,

"displayType": "Star-5", ...

{ "id": "547ef85e44ed4d230088b9b1",

Res

po

nse

Req

ues

t


Submit Response Using Multi-Channel Token

Responses once collected using a token survey a�er presenta�on on custom channel/device can be posted back to API pla�orm for Analy�cs and Dashboard Access.

è Prefill Contextual Informa�on Using API For Survey Token

Sample Call to Post a Response after Collection:

{

}

Body :

"questionId": "547ef11244ed4d230088b981",

}, {

"responses": [{

"questionId": "547f3e0244ed4d1900dc68e3",

}...],

"questionText": "Enter your customer number",

"numberInput": 2345,

"numberInput": 0,

"textInput": null,

{

"responseDateTime": "2015-01-10T10:44:17.455Z",}


Response : Successful addition will return the complete response with a response id assigned by API for further reference.

"id": "54b1028f8c62c31cf036eaf7",

"textInput": "Valet parking would be nice for this location",


Content-Type: application/jsonPOST https://api.getcloudcherry.com/api/surveybytoken/DM-21988


"questionText": "How can we improve, let us know",

Res

po

nse

Req

ues

t


Prefill Contextual Information Using API For Survey Token

Adding the context to data provides great benefits by integra�ng experien�al data with transac�onal data to derive ac�onable analy�cs that can significantly impact the bo�om line for the business collec�ng customer data. Contextual informa�on can be automa�cally pre-filled using a API end-point(as oppose to a staff filling it manually); API end point setup by you will receive the complete response on submission and respond back with pre-fill data to make the response more complete

è Real-�me Push No�fica�on on API

Sample Call Posted after a Response is Collected:

POST http://yourserver.com/api/receiverespondjsonprefillContent-Type: application/json

Body :{


"questionText": "Customers’s purchase value(Staff-Prefill)",

},

"questionId": "547f3e0244ed4d1900dc68e3",

"responses": [{

"numberInput": 0

"questionText": "Enter your bill number", "textInput": null,


"numberInput": 1234, }...],}

Sample Prefill Returned By Your API Endpoint:

{

Response : You can lookup information to pre-fill on your side to match that of any filed provided by customer(ex. mobile #, bill #) and provide pre-fill data to add context to this survey response. ( shown is a prefill of adding transaction value using the bill number which could have been pre-filled by the sales clerk; other example pre-fills could be demographics using a membership number)

"questionId": "547ef11244ed4d230088b981",

"textInput": null,

[{ "questionId": "547ef11244ed4d230088b981", "questionText": "Customers’s purchase value(Staff-Prefill)",

}] "numberInput": 100,000

Yo

ur A

PI R

esp

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ON

AP

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PO

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Real-time Push Notification on API

Real-�me no�fica�ons set with any criteria filter or even for every response(when criteria set is generic match-all such as ‘Any Ra�ng : Less Than 6’) collected can be forwarded to your own API for further processing, for example you can react to a real-�me ra�ng event from a customer in store that needs to be further pushed using your central CRM for ac�on from the right call center staff.

Set the URL of the controller/script that can receive the complete answer as JSON POST by crea�ng a new no�fica�on in the dashboard, with the URL as the target(in-place of email des�na�on), this will trigger no�fica�on to your server.

è Single Sign-On(SSO) Automa�c Login

}...],

"Responses": [{

"QuestionText": "Rate The Service You Received",

Sample JSON POST to your Server/API/Code:

"notification": "Answered With Less Than 12",

"ResponseDateTime": "2014-12-20T14:34:08.426Z",

"TextInput": null, "NumberInput": 3,

"QuestionText": "Would you like us to contact you",

{

POST http://yourserver.com/api/receivejson

"answer": {

"QuestionId": "547ef11244ed4d230088b981",

"LocationId": "Downtown",

},


Body :

{ "QuestionId": "547ef11244ed4d230088b982",

"TextInput": “Yes”, "NumberInput": 0,

}}

Reply after receive expected by API is a HTTP OK(200), if the API does not receive a successful response from your API or receives a error(404) it may stop sending any more notifications to that URL.

JSO

N A

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esp

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Single Sign-On(SSO) Automatic Login

SSO works by building a informa�on packet(JSON) with the authen�cated user’s informa�on and then encryp�ng the packet to obtain a SSO token that can be passed on to CloudCherry API for automa�c login.

Large businesses can enable Role based SSO(Single Sign On) for their users who are already authen�cated by their intranet/website or email system or so�ware such as CMS/ERP/CRM/PoS; SSO prevents duplica�on of effort to create and maintain o�en hundreds of username/password profiles for large businesses with many employees.

è Across-Channel Survey Delivery Workflow

Rep

on

se

{ "Userid": "manager", // Unique sub-user/role name(created at sign-on when not existing). "Role": "Manager", // Manager(for All Access) or ManagerReadOnly(For select locations). "Email": “[email protected]"// Verified Email address of user by your system.

API will automatically create the account when non existed, or modify existing sub-user roles as per the User Info JSON and drop into Dashboard with specific permission set; here on, user can set-up/customize the views, reports or execute analytics drill-downs as a normal subuser would do.

} [ ]Download Sample Token Generation Snippet

String token = GetSSOToken(json, account, ssokey);

.NET :

Redirect browser to : https://api.getcloudcherry.com/#/login?sso={account}&ssotoken={token}

"Locations": [], // Optional list of locations to lock ‘ManagerReadOnly’ into. "TimeStamp": "2015-04-26T19:10Z" // Current Time UTC ISO-8601 format.

String token = GetSSOToken(json, account, ssokey); // json is as above, account is primary username, ssokey as set in primary account settings

Java :

Use

r In

form

atio

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Your User

Œ

Logs-in

Your Corporate Site/Email/CMS/ERP/CRM

/PoS

{JSON}

SSO Token

Automa�callyLogged-in

Redirect to CC

h�ps://api../?ssokey

GenerateEncrypted SSO Token

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Across-Channel Survey Delivery Workflow

Global delivery plans enable delivery of personalized experiences across channels using powerful workflows that can be configured once and then securely re-used across �me within your own transmission channels, for instance, mobile app push no�fica�ons or even to operate highly secure zero knowledge survey invites CEM program.

Fully Managed Global Survey Delivery Pipeline

è Permissions w/ Granular Authoriza�on Filters

}

{

“DelayByDays” : 3

]

{

"Subject" : "Hello!",

{

"TextBody" : "Hello,\nPlease share your experience,\nFill out our survey at *|Survey URL|*"

"Schedule" : [

"OnChannel" : “sms://twilio" "TextBody" : "Don’t keep us waiting,\n*|Survey URL|*\nHelp us deliver a great experience every time!.\nOptout: *|Unsubscribe URL|* " },

"TextBody" : "Never stop improving\nHelp us deliver a great experience every time!. ",

"UniqueCustomerIDByPreFilledQuestionTag" : "RealtionshipNo",

}

"OnChannel" : “json://mobile-push"

},

"OnChannel" : “email://"

"Description" : "You are receiving this as you are a customer of acme corp",

"OnChannel" : “mircocherry://”

“RemindOnlyAfterOpenDays”: 1,

{

Del

iver

y P

lan

*Survey TokenCreated(w/ Delivery Plan Id)

1 Day Later(a�er email open)

Text/SMS@ Email

Don’t Keep us wai�ng,h�p://nps.bz/DM-XYZHelp us deliver a great ..

Shown for 30 Days

Push Note

9:15 AMYour Mobile App

Never stop imorvingHelp us deliver a great experienceevery �me!. è

One question for youHow likely would you recommend us to your friends and family ?

...

0 1 2 3 4 5 6 7 8 9 10

Not at all Maybe Yes,Sure!


...

0 1 2 3 4 5 6 7 8 9 10



...

0 1 2 3 4 5 6 7 8 9 10


3 Days Later(on no response)

In Next 30s(invited for survey)

Website

Across Channels(15+)

+Delivery Reminders Thro�ling+ Analy�cs+w/o PII (Any pseudo iden�fier)

(DND Checked)(Bounce Checked) (Unsub Checked)Any Channel/Per Customer

(Unsub Checked)Any Channel/Per Customer


Cascading Authoriza�ons

Roles & Permissions w/ Granular Authorization Filters

CEM/EEM deals with measuring experiences; and these experiences can be of a service, interac�on or of a journey(of customer or an employee).

Minimizing data collec�on is not just the goal of GDPR, but an effec�ve strategy to achieve organiza�onal clarity and to retain happy customers; as to make things complex is far easier than to make things simple and elegant. This is made possible by using granular authoriza�on filters.

Unique Approach of One Survey - Many Views/Uses

Let's consider a airline needing to add experience measurement as a feedback to improve service across departments, this first needs overall measurement of experiences of its customers, but also on behalf of many departments detailing various aspects of delivering experiences, everything from ground-services that is responsible for check-ins to marke�ng that is responsible for se�ng percep�ons, in a tradi�onal market research scenario, every department may run their own detailed surveys to determine how the experience was so they can use that feedback to improve their delivery.

Now from the customer’s perspec�ve, customers are lot more happier if they were surveyed just only once on light easy to click through survey taking less than 90 seconds of their �me, this would yield more broader par�cipa�on compared to answering two surveys with 5 pages taking 30 minutes; one from ground team and another from lounge division to understand each of their areas of opera�ons - instead a be�er strategy would be, if the overall survey can itself can probe lounge experience to only those who visited the lounge by stealing extra 30 seconds.

In this situa�on, how will the lounge team have permission and access to experience data ? without running their own survey ?, a simple elegant approach that works where the smallest granular of a survey is a single ques�on and a answer, and is to set as authoriza�on of access to this survey based on grain(Q=A), enabling lounge team to look at lounge data for customer who actually visited the lounge while not necessarily having access or being swamped with en�re universe of data.

è Examples of Granular Authoriza�on Filters

Role

Filter:Watched Brand Ad = true

Filter:NPS < 9

Non-promotermarketed customerflying business

UserDepartment =Filter:

Business Class = Yes

Auth Filter

Visited Lounge = Yes

Lounge Team

Auth Filter

Checked Bag = Yes

Ground Team

Auth Filter

Lounge -or- Bag = Yes

Marke�ng

Applied Auth

Gra

nu

lar

Filt

erin

g


Examples of Granular Authorization Filters

è

Channel Comparison Matrix

Dep

artm

ent

Lev

el A

cces

s

BU #2 BU #3

Staff #1.1.1 Staff #1.1.2 Staff #11.1 Staff #11.2

Stores #11.15

Staff #6.1 Staff #6.2

Stores #6.10

Company

BU #1

Stores #1-5

Manager #1

Ad

-ho

c A

cces

s

BU #2 BU #3

Staff #1.1.1 Staff #1.1.2 Staff #11.1 Staff #11.2

Stores #11.15

Staff #6.1 Staff #6.2

Stores #6.10

Company

BU #1

Stores #1-5

Manager #1

EEM

Auth Filter

Store = 1-5 -or- 11-15

On Manager

Auth Filter

Store = 1-5

On BU #1

Lounge Ground

Airline

Mkt.

Manager #1

Lounge -or- Ground

Rate the area you see we need to improveupon ?

Comfort

PriceSpeed

xyz40-45Visited LoungeChecked BagFavorite : BlueMember # 23456

FIL

LE

DN

OT

FIL

LE

D

Visited Lounge


Comfort

PriceSpeed

xyz40-45Visited LoungeFavorite : BlueMember # 23456

FIL

LE

DN

OT

FIL

LE

D

Checked Bag


Comfort

PriceSpeed

xyz40-45Checked BagFavorite : BlueMember # 23456

FIL

LE

DN

OT

FIL

LE

D

Team

Bas

ed A

cces

s

CEM

EEM

Auth Filter

Visited Lounge = Yes

Lounge Team

Auth Filter

Checked Bag = Yes

Ground Team

Auth Filter

Lounge -or- Bag = Yes

Marke�ng

#

# Use Not Equal To(!=) Operator for BU #3, But not Stores #11.15

è


Channel Comparison

Channel Using Go Live Effort Works Great For

In-Person Tablet Device None - Signup w/ TestDrive Data In-Store, In-Branch, On-site, At-Desk, At-Resturant

Online Website Minimal - Add URL To Site Business Website

Click Link

SmartPhone

Pen & Paper

Telephone(PSTN)/ SIP Transfer

Mobile Phone

After Service Interaction, After Visit/Checkout

High Footfall Areas Such as Counters, Events, Conference, Airports, Railway Stations, Malls

Offline with Zero Technology

Fully Automated Contests, Product FeedbackOr Anonymous Staff/Employee Tip Off Lines

Radio Ad Measurement ( SMS XYZ to YZX )

None - Copy URL To Email

None - Print Poster

None - Print Survey

None - Copy Phone PIN & Call

Minimal - Connect To Raspberry

Email

Voice

Email Outgoing None-Copy Signature Token Image Passive Experience Measure, Ticketing Or Staff

Paper Survey

QR Code

SMS/Text

eSignature

Œ

�

Ž

�

�‘

’

}

See “Retrieve Filtered Responses Using API”See “Create Your First API Survey Token”1

2

API Call

API Call

API Calls Large - Multiple API Calls Complete Product Integration

Privacy Protected Yet Trackable Using Pre-fill Data

Enterprise Analytics/One Screen/Real-time

Little - Single API Call

Little - Single API Call

API Survey Token

Excel Sheet Minimal - Paste Into Excel Import Existing Data Collection

API Data Pull/Push

API Data Import

API Complete

1

2

”12

”10

”11

Intern

et Free

Online/Browser Minimal - Add JS URL to Header Online Contextual, eCom, Lead Gen & ConversionMicroSurvey

”13

Mo

bile

CE

M A

PI

Email Incoming None-Setup Forwarding Email Text Analytics For feedback@ Email Id’sEmail Incoming“

”14

Twitter None - Enter Twitter @username Social Media Sentiment Map/#Event SentimentSocial Listening”15


Data I/O Scope : Cloud Integrations - Ticketing/CRM/Marketing

Ÿ CEM analy�cs works on basis of sampling, than interviewing every customer there is; a 5% randomized sample response rate is considered good sta�s�cally to base decisions upon, thus at no point in �me will a CEM system hold data on all customers - 100% of popula�on.

Key Facts:Ÿ CRM -vs- CEM: All CEM data is on-demand, i.e only upon survey token(i.e invite) crea�on or upon

a customer responding to a survey will addi�onal detailing start, not before, CloudCherry as a CEM system does not act a system of records for en�re universe of customers - which is CRM.

Ÿ Unlike CRM's, CEM Systems do not hold data of customer who do not opt to voluntarily interact with it; if there is a record in CEM system, it means a customer voluntarily took �me to understand / read and answer the survey ques�onnaire - i.e conscious human ac�on.

Ÿ CEM systems never bulk query/copy data from even fully integrated CRM’s preemp�vely.

Hel

pD

esk/

Tic

keti

ng

Ÿ Open support tickets in Helpdesk on triggers from CloudCherry on a real-time basis

(Example) Open tickets for customers who may rate as detractors, letting your staff pro-actively attempt to make things right.

CR

M /

Sys

tem

of

Rec

ord

s

Ÿ Set up workflows with in CRM and send CloudCherry surveys real-time to your customers

Ÿ Push data received in CloudCherry into CRM real-time

Ÿ Updates made in the Dynamics ticket will flow back into the corresponding CloudCherry response.

Ÿ Identify customer cohorts in CloudCherry and push these into Microsoft Dynamics 365 to create targeted marketing campaigns

Ÿ Set up notifications in CloudCherry and create tickets in Dynamics 365.

Outbound

Two-way

Outbound

Survey

Kit

chen

Sin

k

Ÿ Connect apps, data, and devices anywhere—on-premises or in the cloud—with large list of connectors that are successfully used by thousands of apps and millions of executions for processing data and information.

2. Open tickets for customers who may rate as detractors, letting your staff pro-actively attempt to make things right.

(Examples)

3. Slice/Dice CX Data to build targeted marketing campaigns.

1. Send surveys from within CRM with rich details from CRM(ex: Add a age-group).

Outbound

(Example) Slice/Dice CX Data to build targeted marketing campaigns.

Survey Outbound

Two-way Inbound

Outbound

All logos, trademarks and registered trademarks are the property of their respective owners2020 Cisco and/or its affiliates. All rights reserved.

Outbound

Survey

Two-way

Inbound

Logic Apps

WildCard / On-Premise Integrations

BusinessManager

Data I/O

ŒSetup One-time/Recurring Schedule

CSV Export on Select Sliced/Logic

�

w

Gaining Happy Customer Survey

Pickup and Map Upon Finding New CSV File

Account Analy�cs StoreOn-Premises/On-Cloud System of Records Store On

Place CSV/XLS on SFTP/S3/Azure

On

Pre

mis

es

On Premises Cloud

CLI Dispatcher

-OR-Have a great day ahead! ..

Tell us how we can make your experience even better!https://nps.bz/DM-XYZ

Delivery Work�ow Dispatcher

�

Complete Interaction Experience

123XXX Reten�onDepartment :

Outcome: Lost 5 MinutesTime:

Topics: Branch, Teller

FIL

LE

DN

OT

FIL

LE

D

How likely would you recommend us to your friends and family ?

0 1 2 3 4 5 6 7 8 9 10


CX AnalyticsDashboard Access

Reten�on123XXXX

Func�onal 122XXXX Sales

vsCustomer ID Department Status Time

LostResolved 90s

5 mins

Loss of Sale Survey(Department Retention)

We’re sorry to see you go, share what we could have done

https://nps.bz/DM-XYZbetter ?

1...to..MillionPersonalized Survey Invites Dispatched

�Complete Interaction Experience

122XXX SalesDepartment :

Outcome: Resolved 90 SecondsTime:


FIL

LE

DN

OT

FIL

LE

D


0 1 2 3 4 5 6 7 8 9 10


Answered

Answered

Integration with any on-prem/cloud software (ERP/CRM) is possible if it offers a scheduled/sliced CSV export(almost all enterprise solutions do)

All logos, trademarks and registered trademarks are the property of their respective owners


14th Jan [email protected]

POS Staff

Store Token: CC-23456Would you like to fill a survey ?

Sure, Show me now

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No, Email/ No SMS Me

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In-Store/Location - Service Experience Survey

Would you like to take our short experience survey while we complete

your billing ?

h�p://CloudCherry.net/CC-23456Emailed : Please Take our survey here

Survey Pattern #1

Pre-fill Contextual Info Using API(Whitepaper Page #22)

�

POS/CRM/Database

At Home/Office or On Mobile Survey

Comple�on


Op�onal Op�onal

ŒCustomer

For Billing


POS Staff

ŒCustomer

For Billing

Bill w/ QR Survey

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Survey Pattern #2


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5% Off on Your Next Order

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Post ac�vity trigger :

Customer

Online Website/Purchase Experience Survey ( MicroCherry )

Survey Pattern #3


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- Page Visit- Page Scroll- On Checkout- About to leave- Delayed- Sampled Traffic

One question for youRate the area you see we need to improveupon ?

... One question for you

Thank you!

Your 10% Coupon Code is : NXT50

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Variety

PriceSpeed

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Encourage Promotersfor Repeat Sales

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Tailored Unique Identified Customer Survey

Survey Pattern #4

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xyz40-45Interested to know op�ons on Member # 23458

xyz40-45Interested to know op�ons on wealth management

xyz40-45Interested to know op�ons on Member # 23457


xyz40-45Loca�on : DowntownFavorite : BlueMember # 23456

Your opinion matters! Visithttp://CloudCherry.net/CC-23456

Customer Database

API </>

Query Your Customer Databasefor specific informa�on on file,so as to not make your customerfill what you already know.


Unique Token - Single UseToken : CC-23456

Customer

Email/SMS Survey URL :

APIClient.AddSurveyToken(token);

w Send Unique Token Survey URL using Email/SMS/Print QR

Complete Response


Variety

PriceSpeed

xyz40-45Loca�on : DowntownFavorite : BlueMember # 23456

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xyz40-45Interested to know op�ons on mutual funds

ŒInquisi�ve Target Customer

Customer

Qualified Sales Lead Generation/Digital Marketing Survey

Survey Pattern #5

Completes Survey to

- Obtain Research Report- Personalized Recommenda�on - Par�cipate in Sweepstakes - Compe��on - Research Study

Your BannerAd

Your CorporateWebsite

Your BrandFacebook Page

Your BrandTwi�er Page

OnlineAd Spots

Online Channels

Enter our Sweepstakes to win a iPadhttp://CloudCherry.net/CC-23456

Select your age group

DemographicsInterestsFinancialsContact Details

25-30 30-40 40-55


xyz40-45Interested to know op�ons on re�rement planning



Qualified Sales Leadsw/ Consent to Contact

for your sales team to work on.

Email : Click here for your PDFThank you for entering�

Drill-down, Slice & Dice Prospects


CX Data Driven Contact Center

Customer

Survey Pattern #6

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xyz40-45High Value / VIP

Incoming Call Stack


xyz20-35Fresh / First Caller


xyz50-65Low Value Customer

Only route when busy/ Low Value Calls

Intelligent CX Analytics Driven Routing

NPS Performance Outliers Agent NPS QuadrantNPS

Time

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AvaDaveZuli

JaneZackJoe

Top Agents Bo�om

RetentionOn-boardingUpsell

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Analytics Insights(Regression Analysis)

Insight ScoreCard

Less Wait Time46.82% (160)

What can we improve the most on ?

This is Zuli how may I help you today ?

This is Zuli how may I help you today ?Hi Zuli, I need help �lling outthis insurance form...

...Awesome great to hear Dave, one more quick thing, you'll be quicklyasked for a feedback right after now..

.. How likely will you recommend ?press 0 for not at all to 9 for highly

Awesome! - Goodbye

9NPS CollectionSIP/API Survey Token

Have a great day ahead! ..

Tell us how we can make your experience even better!https://nps.bz/DM-XYZ

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Contact InteractionInsights & Analytics

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High Precision Audio Transcription for 120+ Languages

Customer Success Assist

Need To Know How-to X Noticed a Bug Got a Idea/Feature Suggestion

- How to send a email survey ?- How to create loca�on specific ques�onnaire ?

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mp

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- Logo upload fails to update

- Excel download is showing incorrect date

Exa

mp

le - How about Role based views ?- Would be awesome to set exit text based on last ques�on!

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le

RESOLUTIONHOW TO SUGGESTION

to get to know step-by-step guide achieving specific tasks.

cloudcherry.com/docs

Checkout CloudCherry HowTo’s Online at

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Open a support �cket with the specific issue by emailing :

- How to replicate this- Descrip�ve Issue

Note : CloudCherry tech staff do not have access to customer accounts/data unless you provide them creden�als.

- Screenshot if possible

SU

PP

OR

T T

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Dashboard > Ideas & Features

Suggest ideas and features or new use-cases for considera�on to be added into CloudCherry’s new features road-map to make it realized.

FE

AT

UR

E R

EQ

UE

ST


CEM Contact Center Roadmap

Automa�c call transcripts enable learning by reading - that works faster than listening, for instance a 30 minute call can be read in 3 minutes flat.

Full CJM View By Caller For Agents

Bring out the full journey on every call to provide richer awareness on temperament of the caller, that can used by agent to refine the approach - before the call starts(<500ms).

Enabled supervisors be informed and empowered to be�er manage customers flow with visually impac�ul, fully customizable dashboard displaying real-�me data experience moves. [ large number of users rate a call within <1 min of seeing a link on mobile ]

Automa�c Call Transcrip�ons(ready feature)

Unlimited TV Dashboards For Managers

< 90 Days:

360-degree journey map w/ 15 Channels

End-to-end view of the customer experience, that helps iden�fy touchpoints that drive high customer effort, highlights long-term rela�onships and drive be�er strategic decision making and investments.

SEM Analy�cs Based Self Learning Smart Rou�ng For Sophis�cated Flow Management

Precise skills-based rou�ng unlocks ap�tude and mul�plies the skill sets of agents.(ex: a call on billing may be routed to agents who has the best handling approach on billing queries, this may involve empathy than product knowledge), this model gets refined automa�cally as call volume based on SEM.

Today

< 6-8 Weeks

< 6 Months


Documents

Customer Experience Management · Java Lib REST/JSON CEM Dashboard Insigh ts & Analycs CEM Data Channels Journey Touchpoints WebVoice/Text @Email Tab Tablet App Social Listen Email