Call Recording Featured Article

NICE Systems (News - Alert), an Israel-based company that specializes in telephone voice recording, data security and surveillance, recently released its latest version of NICE Fizzback.

The latest version of Fizzback, which was acquired by NICE back in 2011, has been designed to deliver even more customization and flexibility. The goal of making Fizzback easier to use is to give organizations an opportunity to be more responsive to customer feedback.

The idea is that the Voice of the Customer (VoC) is what drives action. Fizzback is intended to be action focused in such a way that it puts the right insights into the right people's hands in real-time. The concept is that by tying VoC feedback to the people who directly deal with customers, a company can tailor training and improvement sessions. This is a good way to give a company the necessary insight into how to improve performance leading to a better customer experience.

In describing the latest release of Fizzback, president of the NICE enterprise product group, Miki Migdal said, “Working with our clients through the NICE User Group, we believe the set of features developed for the latest Fizzback release will provide them with great value. This includes placing greater control in the hands of the client, faster changes to the system and a lower total cost of ownership. It’s part of our ongoing commitment to innovation in our Voice of the Customer solutions, which we see as one of the lynchpins to creating perfect customer experiences.”

Features such as self-service capabilities make it easy for Fizzback users to modify email and SMS surveys and polling schedules, which gives them the flexibility of dealing with customer responses and make changes as needed.

Thanks to real-time analytics, users can get a better handle on developing trends, which will help to identify hot topics among their customers. The ability to slice and dice the data in a flexible manner is useful in giving businesses the opportunity to gather deeper insights from their VoC data.