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Gathering feedback in a customer's own language improves the experience and increases response rates

As one of the United States' largest nonprofit health plans, operating a Genesys Cloud contact centre, our customer sought a way to gather real-time feedback from their diverse customer base - using voice surveys in multiple languages

The implementation of  Smoke Customer Intelligence’s premium Genesys Cloud AppFoundry VoC solution enabled the contact centre to achieve response rates of more than 40% to their multi-language voice surveys.

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