Enterprise · Part of Telephony and CTI
Voice CSAT ingestion
Register a post-call Zoom survey (NPS (Net Promoter Score: how likely a customer is to recommend the brand.), CSAT (Customer Satisfaction: a post-interaction score for how satisfied a customer was.), or CES) in the CSAT surveys tab and bind each question to its Zoom question id. Zoom runs the survey, FrontLine ingests every response, and voice satisfaction lands in the same agent, LOB (Line of Business: a distinct client program or queue within an operation.), and client scores as every other channel.
For the operator
In the CSAT surveys tab you register your Zoom-conducted post-engagement survey once and bind each question to its Zoom question id. Zoom keeps running the survey exactly as it does today; FrontLine ingests the responses and files them into the same CSAT pipeline that already carries your other channels. Your voice scores show up next to chat and email at the agent, LOB, and client level, and the same low-score alerts fire on voice that fire everywhere else. No CSV export from the dialer, no separate satisfaction report to reconcile at month end.
Business impact
Voice is usually the highest-stakes channel a BPO (Business Process Outsourcing: a firm that runs contact-centre operations on behalf of other brands.) runs, and the one whose satisfaction data lives furthest from everything else, stranded in the telephony vendor's own reporting. Pulling voice CSAT into the same per-client and per-LOB scores your clients already review means the number in the quarterly review is one number, not a patchwork the account team reconciles by hand. Low-score alerts on voice give supervisors the same early warning on the channel where a churn signal is most expensive to miss. When a client asks how their voice queue is trending on satisfaction, the answer is already in their portal.