NICE integrates Interaction Management and Fizzback Solutions to enhance customer experience

NICE has integrated its Interaction Management platform with its 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) system. In addition, when a customer responds to the post-call Fizzback survey, call center managers will be able to simply click and access the actual voice interaction from 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 Fizzback. Its unique approach generates game-changing response rates of up to 50%, which is significantly higher than industry norms at under 10%, 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.

“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. “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.”