Jordi Viñas

AirSense Wireless (previously Halo Networks) is the European market leader in Wi-Fi/Cellular Network Interoperability. It is a leading software company in the rapidly emerging ‘Hypernet’ space, enabling mobile network operators, Wi-Fi providers, and content providers to leverage the massive opportunities that are appearing as a result of the explosion in wireless data devices looking to access the internet across heterogeneous networks. AirSense Wireless works across the ‘Hypernet’ eco-system. It has customers and partners from mobile carriers, Wi-Fi networks, and content and media developers. AirSense Wireless is focused on providing software that removes the costs and challenges of managing subscriber demands in this emerging space whilst enabling all parties to exploit the significant and growing revenue opportunities that ubiquitous data demand is creating. AirSense Wireless is headquartered in London. It is privately held and has received venture capital funding from Nauta Capital and DN Capital.

The Fizzback SaaS offering is a real-time operational VoC solution. It sends consumers requests for feedback relating to a specific interaction or transaction via mobile, web or social media. The consumer is engaged at the point of experience, for example in the contact center, branch, point of sale (POS), mobile application, or web. The feedback is analyzed by the system to determine a relevant response, and automatically conduct a dialog with the consumer in natural language rather than in survey format. Fizzback’s unique approach generates game-changing response rates of up to 50%, significantly higher than industry norms at under 10%, as it motivates consumers to provide relevant feedback, at the moment of interaction. Additionally, consumers provide feedback about their experience rather than only about what was asked in a survey. With more than 150 million feedbacks collected annually, Fizzback enables organizations to better understand their customers’ perceptions, and be agile across the organization, while improving customer experience at the various enterprise touch points. The combination of Fizzback and NICE will both improve CEM as well as operationalize VoC both for the contact center and across the enterprise. Correlating customer feedback to specific interactions or transactions helps improve performance enterprise-wide with statistically validated responses, as well as enhance quality management and processes. Key efficiency metrics that can be significantly improved include First Contact Resolution (FCR) and Average Handle Time (AHT) in the contact center and employee performance in direct customer facing roles.​ Capturing, analyzing and acting on the Voice of the Customer (VoC) is critical to the success of any Customer Experience initiative. NICE’s cross-channel analytics solutions support VoC programs by: (1) analyzing customer interaction content (indirect feedback), whether the customer is interacting with the organization or talking about the organization through the contact center, social media, or other channels, and by extracting insights from these interactions; and (2) by analyzing customer behavior (inferred feedback), such as transaction and web browsing patterns or their journey along different touch points. By adding direct customer feedback with the Fizzback solution, NICE now provides a complete CEM solution that delivers a holistic understanding of the customer by combining on one platform the VoC from each of the three feedback dimensions: direct, indirect and inferred.

AirSense Wireless (previously Halo Networks) is the European market leader in Wi-Fi/Cellular Network Interoperability. It is a leading software company in the rapidly emerging ‘Hypernet’ space, enabling mobile network operators, Wi-Fi providers, and content providers to leverage the massive opportunities that are appearing as a result of the explosion in wireless data devices looking to access the internet across heterogeneous networks. AirSense Wireless works across the ‘Hypernet’ eco-system. It has customers and partners from mobile carriers, Wi-Fi networks, and content and media developers. AirSense Wireless is focused on providing software that removes the costs and challenges of managing subscriber demands in this emerging space whilst enabling all parties to exploit the significant and growing revenue opportunities that ubiquitous data demand is creating. AirSense Wireless is headquartered in London. It is privately held and has received venture capital funding from Nauta Capital and DN Capital.

The Fizzback SaaS offering is a real-time operational VoC solution. It sends consumers requests for feedback relating to a specific interaction or transaction via mobile, web or social media. The consumer is engaged at the point of experience, for example in the contact center, branch, point of sale (POS), mobile application, or web. The feedback is analyzed by the system to determine a relevant response, and automatically conduct a dialog with the consumer in natural language rather than in survey format. Fizzback’s unique approach generates game-changing response rates of up to 50%, significantly higher than industry norms at under 10%, as it motivates consumers to provide relevant feedback, at the moment of interaction. Additionally, consumers provide feedback about their experience rather than only about what was asked in a survey. With more than 150 million feedbacks collected annually, Fizzback enables organizations to better understand their customers’ perceptions, and be agile across the organization, while improving customer experience at the various enterprise touch points. The combination of Fizzback and NICE will both improve CEM as well as operationalize VoC both for the contact center and across the enterprise. Correlating customer feedback to specific interactions or transactions helps improve performance enterprise-wide with statistically validated responses, as well as enhance quality management and processes. Key efficiency metrics that can be significantly improved include First Contact Resolution (FCR) and Average Handle Time (AHT) in the contact center and employee performance in direct customer facing roles.​ Capturing, analyzing and acting on the Voice of the Customer (VoC) is critical to the success of any Customer Experience initiative. NICE’s cross-channel analytics solutions support VoC programs by: (1) analyzing customer interaction content (indirect feedback), whether the customer is interacting with the organization or talking about the organization through the contact center, social media, or other channels, and by extracting insights from these interactions; and (2) by analyzing customer behavior (inferred feedback), such as transaction and web browsing patterns or their journey along different touch points. By adding direct customer feedback with the Fizzback solution, NICE now provides a complete CEM solution that delivers a holistic understanding of the customer by combining on one platform the VoC from each of the three feedback dimensions: direct, indirect and inferred.