Nice Wins 2013 CRM Excellence Award from TMC Customer Magazine
Jun 25, 2013 (Close-Up Media via COMTEX) --
Nice Systems has announced that it is the winner of a TMC Customer magazine 2013 CRM Excellence Award for its Nice Fizzback Voice of the Customer solution.
According to the Company, Nice Fizzback captures and analyzes real-time customer feedback, enabling organizations to gain insight into customer interactions, promptly act on customers' comments and issues, and drive corrective actions to improve future interactions.
"We are honored to receive this award for Nice Fizzback, which reaffirms the value of this unique solution for the customer experience market," said Yochai Rozenblat, President of the Nice Customer Interactions Group. "Companies rely on customer feedback to understand how well they meet customer expectations. But often, the feedback data they collect is too dated, too vague, or from too small a sample to affect change. Using feedback most effectively requires meaningful, timely information that spans all touch points and that's clear enough to be acted upon."
The Nice Fizzback Voice of the Customer solution offers measurable improvements in customer satisfaction and loyalty. According to case studies conducted by Fizzback, Nice noted that after implementing the solution, clients reported a 56-point Net Promoter Score improvement in customer satisfaction and are able to recover up to 90 percent of dissatisfied customers within minutes after an interaction.
The Company said that the solution uses an automated engagement system to create a conversation with customers through their feedback channel of choice. Immediately following a retail purchase, contact center interaction, or online experience, the system solicits customer feedback and applies analytics to accurately categorize verbatim comments in order to identify the key drivers of customer satisfaction. This real-time feedback helps organizations drive a better customer experience.
"Nice Fizzback is truly innovative and has contributed to significant advancements in the customer experience industry," said Rich Tehrani, CEO, TMC. "We're pleased this year to recognize this outstanding achievement with a TMC CRM Excellence Award."
Nice Systems is a provider of software solutions
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