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NICE Upgrades Customer Feedback Hub
Israel-based software solutions firm NICE Systems has released a new version of its NICE Fizzback VoC solution, which captures and integrates customer feedback from surveys, company web sites, and social media feeds.
The system creates a single hub for all an organisation's customer feedback, allowing it to identify drivers of customer dissatisfaction or trending topics among users and take immediate action to address problems. It also allows users to reward high performers, understand and segment customers, analyse product success by category and receive alerts when customers need assistance.
Miki Migdal, President, NICE Enterprise Product Group says the news release 'broadens the scope of VoC', explaining: 'Today's 'now customers' are creating new rules for engagement and are often initiating interactions. Companies must be able to capture and analyze both solicited and unsolicited Voice of the Customer feedback across multiple channels.'
The firm, whose software is also used to ensure compliance and fight financial crime, is online at www.nice.com .
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