Virgin Media Selects Fizzback
LONDON, August 25, 2011 /PRNewswire/ –
Fizzback is proud to announce it has been selected by Virgin Media to
enhance their customers’ experience and drive performance improvement across
their call centres.
Virgin Media is the first provider of all four broadband, TV, mobile
phone and home phone services in the UK. The company delivers ultrafast
broadband connections as well as the most advanced interactive television
service to over half of all UK homes, and is expanding this cable network to
reach thousands more people across the country. Virgin Media wants to
combine its industry leading services with industry leading customer service
from thousands of agents in multiple locations, both internal and
The innovative Fizzback solution will interact with customers via SMS
immediately after an interaction with a Virgin Media advisor; this will
include a verbatim comment which will be automatically processed in
real-time by Fizzback’s proprietary natural language processor. The
resulting analysis is then displayed on sophisticated analytical dashboards
to support continuous improvement across the company. This helps all
employees to understand what they need to do in order to improve their
performance and the customer experience.
Team managers will be able to assess the performance of individual
advisors, while voice of customer professionals will be able to quickly and
accurately compare and contrast teams and different call centres.
Virgin Media is adopting Fizzback in order to drive continuous
improvement which will provide a competitive advantage over other service
providers. While similar customer feedback providers simply measure employee
performance, by implementing Fizzback, Virgin Media is able to react quickly
and tailor coaching and personal development plans at an advisor level. This
powerful combination will enable Virgin Media to significantly enhance the
customer experience and provide industry leading customer service.
“Fizzback offer a business improvement solution, not just another
customer metric. While many suppliers simply introduce a new measure by
which to track performance, Fizzback has the ability and commitment to
support business performance improvement and work in partnership with us
towards our goal of offering the best customer service possible,” said Karen
Ingham, Director of Quality, Virgin Media.
“We are delighted to have Virgin Media join our ever growing Fizzback
family, and to help them align the business behind the voice of customer.
The Virgin Media brand is the perfect match for Fizzback; it is synonymous
with a high quality product, pushing the bounds of technical innovation,”
said Rob Keve, CEO, Fizzback.
Fizzback is the leading software provider for Real-Time Customer
Feedback and Customer Experience Management (CEM) resulting in increased
customer loyalty and employee performance. The award winning Fizzback
solution helps companies listen, respond and act in real-time to their
customers’ comments. Feedback captured at the point of experience is
analysed automatically using natural language processing, driving relevant
responses, prompting company action and providing powerful insight into the
voice of a previously silent majority. Fizzback enables businesses to derive
true economic benefits by increasing customer lifetime value and positive
word-of-mouth. Tesco, Eurostar, T-Mobile, O2 and other major Global
Telecommunication companies make up just a part of our ever-growing customer
For more info on Fizzback please visit http://www.fizzback.com.
Contact: Mike Cooper, Tel: +44(0)20-7845-0700, firstname.lastname@example.org
SOURCE The Fizzback Group Ltd