Growth · Part of CSAT
Platform-conducted survey ingestion
Platform-conducted survey ingestion pulls the surveys your contact-centre platform already runs into FrontLine's CSAT (Customer Satisfaction: a post-interaction score for how satisfied a customer was.) pipeline as external surveys. Omnichannel results from all six adapters (Zoom Contact Center, Amazon Connect, Genesys Cloud, Twilio Flex, Avaya OneCloud, and Five9) land in the same place as native CSAT: same scores, same verbatim analysis, same dashboards. You register a platform survey per integration by binding each platform question to a FrontLine question.
For the operator
You register a platform survey once per integration under Settings > CSAT, then map each question the platform asks to a FrontLine question so the responses key into your existing scale and reporting. When a survey completes on Zoom Contact Center, Amazon Connect, Genesys Cloud, Twilio Flex, Avaya OneCloud, or Five9, FrontLine ingests it as an external survey and it flows straight into the CSAT pipeline. A QA (Quality Assurance: the program that scores and reviews agent interactions.) lead opens the same CSAT dashboards and reads platform-conducted scores next to natively collected ones, broken out by client and LOB (Line of Business: a distinct client program or queue within an operation.). Verbatim comments from those surveys run through the same analysis path as any other CSAT response. The binding step is where you decide which platform question maps to CSAT, and any unmapped questions simply stay out of scoring. Note that the telephony CSAT adapters are not yet validated against a live provider org, so treat this as the supported coverage and ingestion behavior rather than a proven production number set.
Business impact
If your clients or LOBs run surveys through the phone platform, you no longer stand up a separate CSAT tool or reconcile two number sets by hand. Ingested platform surveys inherit FrontLine's per-client and per-LOB attribution, so every score defends cleanly in a client review with the same lineage as native CSAT. QA leads coach from one consolidated view instead of stitching platform exports into their own analysis. Consolidating collection into one pipeline means one place to audit scoring rules and verbatim handling across all six platforms your accounts might use. The result is broader survey coverage without a second vendor line item or a parallel reporting stack.