Web Survey and IVR Integration

[avirani]

I am designing a survey application which requires a user to answer a few web survey questions and a few voice response questions as part of the same survey. I need some way to integrate Web Survey with IVR such that a complete survey contains both the Web survey responses as well as the audio responses. Is this possible either out of the box or through custom work? If so I will appreciate some ideas / solutions.

Here is how I see a typical survey work:
1. User will go to the web survey URL and answer a set of questions.
2. At some point the web portion will stop prompting user to either call a number or enter their number where they can receive a call.
3. Either way the web portion is paused until the voice response is completed.
4.The web portion then resumes and the above sequence of steps repeats until the survey is completed.

Thanks

[support]

There is a way to design this in our IVR survey builder. However, you should be aware that there is going to be a fair amount of custom work involving a few webservices, and that you will have to edit and manage two separate surveys. The data would be merged later by a unique index.

This is our proposed method:

1. You design a web survey in Plum IVR Survey. At some point, you show a text/prompt indicating that the user needs to call a number. You then have a digits entry for entering a special code, and at the end of this page, we would build a webservice that validates this code against a database, or perhaps uses some elemental cryptography to tie it to the current time. We would use skip logic on the webservice to prevent the user from advancing until a valid code is entered.

2. You design a separate phone IVR survey, and assign it to the phone number given in the web IVR survey. When the survey is completed, it calls a subdialog that generates a unique code and says to the user a few times. We would build this custom subdialog. It would instruct the user to enter it in their web survey to continue.

3. They would enter it in the web IVR survey, and the webservice for the web survey would accept it and allow them to proceed. Later on, you could use the unique code used in both surveys to merge the data into one row per response when you download the CSV files. You could do this manually in Excel, or we could also build a custom exporter that does this for you, which would be more professional services work.

If you are interested in such development, please take this post to our sales staff at sales@plumvoice.com or (800) 555-7586 ext. 2, and they can assist you further.

[avirani]

Thank you. This is very helpful. I am a little concerned about the usability of this solution. Specially if there are multiple voice questions in a survey and the enter code, dial a number sequence has to be repeated every time. Is there a way around that?

Alternatively is there a Soft Phone that can be integrated with the Web Survey?

[support]

Hi,

Sorry, but there is no workaround for this implementation with the current design of our IVR survey application.

About your question on soft phones that can be integrated with the web IVR survey, we don't have a lot of experience with them to suggest a suitable one for you.

Regards,
Plum Support