Collect sensitive customer data
Send a published form to a verified channel and monitor value-free progress from Agent Desktop.
Platform · Secure Forms & Surveys
Collect sensitive information and customer feedback through the right trust boundary
Use customer-completed secure forms, internal agent forms, and channel-aware surveys without merging their identity, storage, permission, or analytics responsibilities.
Secure Forms & Surveys operating journey
- 01
Authorize
Select the correct form or survey and verify actor, customer, destination, consent, and eligibility.
- 02
Collect
Render the appropriate secure, internal, conversational, hosted, or post-call experience.
- 03
Use safely
Deliver permitted results, suppress protected values, and project governed lifecycle and metric evidence.
For 01
Service operations
For 02
Privacy and security leaders
For 03
Customer insights teams
Where it fits
Own a clear part of the customer journey.
Connect this responsibility to the customer context, work, knowledge, policy, and evidence shared across OCXCenter.
Structure agent work
Use role-aware internal forms during interaction handling without exposing them to the respondent boundary.
Measure customer feedback
Run CSAT, CES, or NPS programs through eligible web, messaging, email, or post-call experiences.
- Sensitive values stay outside transcripts, flow context, events, logs, and agent progress views
- Structured agent capture remains part of the governed handling workspace
- Survey delivery, response, suppression, recovery, and metrics share an auditable lifecycle
Product evidence
Three collection experiences with distinct security responsibilities
Secure forms, agent forms, and surveys reuse accessible schema and rendering foundations but keep verified identity, encrypted response, internal-workspace, and feedback analytics boundaries separate.
Current product boundary
Three collection experiences with distinct security responsibilities
Secure forms, agent forms, and surveys reuse accessible schema and rendering foundations but keep verified identity, encrypted response, internal-workspace, and feedback analytics boundaries separate.
Evidence to review
- Value-free agent progress
- Field-level encryption and explicit disclosure
- Versioned publication and permissioned response access
- Cohort-protected survey analytics
- 01Verified secure delivery
- Resolve destinations server-side and protect invitations with expiry and OTP policy where configured.
- 02Encrypted response handling
- Encrypt retained fields independently and keep transient and PCI relay values out of durable storage.
- 03Accessible survey programs
- Publish versioned definitions and channel-aware programs with sampling, suppression, and recovery.
- 04Privacy-aware metrics
- Project response funnels and scores while preserving cohort minimums and raw-comment permissions.
Operating capability
Everything needed to move this responsibility forward.
Capabilities connect to the same customer journey rather than operating as isolated add-ons.
- 01Verified secure delivery
- Resolve destinations server-side and protect invitations with expiry and OTP policy where configured.
- 02Encrypted response handling
- Encrypt retained fields independently and keep transient and PCI relay values out of durable storage.
- 03Accessible survey programs
- Publish versioned definitions and channel-aware programs with sampling, suppression, and recovery.
- 04Privacy-aware metrics
- Project response funnels and scores while preserving cohort minimums and raw-comment permissions.
How work moves
Follow the work from entry to accountable outcome.
Every stage has a clear owner, transition, and retained evidence.
- 01
Authorize
Select the correct form or survey and verify actor, customer, destination, consent, and eligibility.
- 02
Collect
Render the appropriate secure, internal, conversational, hosted, or post-call experience.
- 03
Use safely
Deliver permitted results, suppress protected values, and project governed lifecycle and metric evidence.
Collect the information needed to resolve and improve service without weakening the trust boundary around sensitive data or customer feedback.
Role-specific workflows
Give each team the workflow it actually operates.
Keep responsibilities clear while the customer journey remains connected.
Service operations
01Authorize
Select the correct form or survey and verify actor, customer, destination, consent, and eligibility.
- 1Authorize
- 2Collect
- 3Use safely
Privacy and security leaders
02Collect
Render the appropriate secure, internal, conversational, hosted, or post-call experience.
- 1Authorize
- 2Collect
- 3Use safely
Customer insights teams
03Use safely
Deliver permitted results, suppress protected values, and project governed lifecycle and metric evidence.
- 1Authorize
- 2Collect
- 3Use safely
Adoption path
Start with one workflow. Expand without fragmenting the experience.
Sequence configuration, integration, testing, and rollout around measurable service outcomes.
- 01
Classify the data
Choose secure form, agent form, or survey based on respondent, purpose, sensitivity, and permitted destinations.
- 02
Configure the lifecycle
Publish schema, access, delivery, expiry, correction, retention, suppression, and recovery behavior.
- 03
Prove the boundary
Test destination verification, encryption, redaction, channel failure, respondent accessibility, and analytics privacy.
Evaluation questions
Resolve these before rollout.
- 01Which fields may be retained, transiently relayed, disclosed, corrected, or never collected?
- 02How is a delivery identity verified without trusting a destination supplied by the browser?
- 03Which survey audiences, sampling, channels, privacy modes, and minimum cohorts apply?
Enterprise integration and governance
Define authority, dependencies, and controls before launch.
Review integration boundaries and governance controls together so deployment assumptions remain explicit.
Integration boundaries
- Secure forms use a dedicated respondent origin and server-resolved destination
- Agent forms remain inside the authorized Desktop workspace
- Survey programs own eligibility, delivery, response, and feedback analytics events
Governance controls
- Value-free agent progress
- Field-level encryption and explicit disclosure
- Versioned publication and permissioned response access
- Cohort-protected survey analytics
Connected product family
Continue the customer journey.
Evaluate it as one system