Client survey systems and methods using caller identification information

摘要

An automatic call distribution system includes a first software control module and a caller identification device for capturing caller identification information associated with an incoming call, a call agent station in communication with the automatic call distribution system, and an interactive voice response system in communication with the automatic call distribution system. The interactive voice response system administers a survey to a caller associated with the caller identification information. In response to receiving the incoming call, a transaction is completed between the caller and a call agent. Upon completion of the transaction, the call agent asks the caller to take part in the survey and seeks permission of the caller to use the caller's caller identification information in the survey. Upon obtaining consent from the caller, the call is routed by the automatic call distribution system from the call agent to the interactive voice response system to initiate the survey.