Virgin Money Taps NICE Systems

NICE Sytems announced that its Fizzback voice of the customer solution has been selected by Virgin Money to improve customer loyalty and satisfaction.

NICE Fizzback offers a closed-loop solution that enables Virgin Money to gather customer feedback via SMS, email and IVR surveys to analyze customer experience across various touch points, including its contact center, stores, Web site, and lounges. Virgin Money can break down the information gathered according to various parameters to develop a richer understanding of its customer base, identify strategic business opportunities, and improve service operations.

Virgin Money will also be able to use the information to provide feedback to customer service agents in order to improve first contact resolution and improve operational efficiencies in its contact center. For example, the feedback solution might reveal that certain agents require greater knowledge about mortgages in order to more quickly resolve customer issues.