The UK-based Virgin Money has partnered with software provider NICE Systems to use its customer management software.
According to NICE, the NICE Fizzback Voice of the Customer software will enable Virgin to gather customer feedback via SMS, email and IVR surveys in order to analyse customer experience across its contact centre, stores, website and lounges.
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NICE said Virgin would be able to use the information gathered to develop a richer understanding of its customer base, identify strategic business opportunities and improve service operations.
Brian Brodie, customer and distribution director at Virgin Money, said: "We want to build a better kind of bank that offers customers distinctive value and empowers our employees to deliver better service.
"The NICE Fizzback solution will help us to continually enhance our service and build stronger brand loyalty by listening to customers and taking proactive measures to deliver a better experience for them based on their feedback."
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