• March 20, 2012

NICE Integrates Interaction Management and Fizzback Solutions to Enhance Customer Experience

NICE Systems has integrated its NICE Interaction Management platform with its NICE Fizzback real-time customer feedback solution.

The combined offering automatically generates requests for customer feedback at the end of an interaction and correlates individual customer feedback results with related interaction data. By consolidating this information into a single view, enterprises can gain deep and valuable insight into the root cause of specific customer dissatisfaction as well as the different aspects of the customer experience.

NICE Interaction Management customers can now automatically trigger post-call surveys without the need for integration to their customer relationship management (CRM) systems. In addition, when a customer responds to the post-call NICE Fizzback survey, call center managers can click and access the actual voice interaction from NICE Interaction Management. By gaining a more holistic picture of the interaction, organizations can quickly respond to individual customer needs as well as discover new best practices, improve operational processes, and proactively reduce churn.

More than 150 million interaction-related customer feedbacks have been collected with NICE Fizzback. Its unique approach generates response rates of up to 50 percent as it motivates consumers to provide relevant feedback at the moment of interaction. Additionally, consumers provide feedback about their experience rather than only about what was asked in a survey. NICE Fizzback, integrated with NICE Interaction Management will enable organizations to better understand their customers' perceptions while improving customer experience at the various enterprise touch points.

"Integrating NICE Interaction Management with NICE Fizzback demonstrates our commitment to providing our customers with one cohesive, powerful solution. Existing NICE Interaction Management customers will immediately realize a greater combined value when selecting NICE Fizzback as their real-time direct feedback solution," said Udi Ziv, president of the NICE Enterprise Group, in a statement. "The ability to easily correlate customer feedback with the interaction is an important step for organizations that want to drive their business by Voice of the Customer."

NICE's Enterprise Offering enables organizations to impact every customer interaction with targeted solutions for enhancing the customer experience, increasing service-to-sales revenue, streamlining operational efficiency, and complying to policies and regulations. Driven by real-time, cross-channel analytics, including speech, text, feedback, Web, and social media analytics, and coupled with real-time decisioning and guidance, NICE Enterprise solutions are implemented by contact centers of all sizes, branch networks, retail stores, trading floors, and back office operations.

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