See what your customers
are really saying
Fizz is a customer intelligence platform that turns up to 100% of your interactions into actionable insight in real time. So leaders always know what's happening, not what happened.
Numbers tell you what happened. Fizz tells you why. And what to do next.
From conversations to outcomes in five stages
Fizz plugs into your existing channels and starts delivering value from day one.
Ingest
Ingest interactions from every channel: voice, email, chat, tickets and training simulations.
Native ingestion of Amazon Connect Contact Lens output.
Capture
Transcribe, translate and redact PII, turning unstructured input into clean, analysable text.
Understand
AI extracts sentiment, contact reasons, outcomes, soft skills and auto-scores quality across every interaction.
Act
Route insight to the right people: coaches get skill gaps, ops get friction points, and leaders get the signals that matter.
Deliver
Measurable business outcomes: higher deflection, lower cost-to-serve, better sentiment, and a workforce that keeps improving.
What Fizz tells you
The questions leaders actually ask, answered automatically.
Why customers are really contacting
Fizz detects contact reasons automatically across voice, chat, email, and tickets, surfacing the root causes behind volume, not just ticket tags.
How your agents are handling them
Soft skills, tone, empathy, and ownership scored on every interaction. No sampling, no bias.
Which agents need coaching, and on what
Individual and team-level performance trends, with specific coaching prompts tied to real conversations. Your best coaches, better informed.
Which customers need attention now
Not just which interactions went poorly, but which customers are on a path to churn. Fizz surfaces the root cause and the journey stage that drove it, so you can recover the relationship before it's lost.
What's changing week-over-week
AI-written narrative summaries that explain what moved, why, and what to do about it. No analyst required.
Where compliance risk is hiding
Every interaction auto-checked against your regulatory and process standards, with full audit trails.
Built for every role in the operation
From the boardroom to the advisor's desk. Traditional QA catches less than 5% of conversations. Fizz scores all of them.
Executives & CX Leaders
Real-time intelligence briefings so you know what customers are experiencing today, not last quarter. Written narratives tell you what changed, why it matters, and what to do next.
- Executive KPI dashboards
- Sentiment and experience trends
- Strategic insight, zero analyst effort
- Recommendations
Contact Centre Directors
Operational dashboards, quality trends, CSAT drivers and risk indicators, all in one place. Run your contact centre from live insight, not weekly reports.
- Real-time operational dashboards
- Pass rate & quality trends
- CSAT driver analysis
- Risk & escalation alerts
QA Managers
Scalable evaluation workflows, calibration tools, and team consistency metrics. Keep your evaluators aligned and your scoring consistent across the team.
- Consistency scoring per evaluator
- Team calibration sessions
- Session variance tracking
- Scalable evaluation workflows
Advisors
Your own work, scored fairly across every interaction, not a random sample. Fizz gives every advisor a personal performance view with AI-written summaries, clear strengths, and specific areas to grow.
- Personal performance view
- Fair evaluation across every call
- AI-written strengths and growth areas
- Trends and progress over time
Three modules. Complete coverage.
Start with Fizz AI, add Quality Studio, unlock Auto QA. No long-term contracts required.
Fizz AI
Per-interaction analysis across every conversation. Fizz transcribes, summarises, scores sentiment, evaluates soft skills, and detects outcomes. All surfaced in a real-time dashboard.
- Transcription and summarisation
- PII redaction
- Sentiment and soft skills scoring
- Outcome detection
- Fizz AI Dashboard
Quality Studio
The people layer of Fizz. Scorecards, evaluations, and coaching workflows for QA Managers and Team Leaders, plus a personal performance view for every advisor. The workspace where your team evaluates, coaches, and develops at scale.
- Scorecards and evaluations
- Calibration sessions
- Coaching workflows
- Advisor performance view
- Team dashboards
Auto QA
Builds on Fizz AI + Quality Studio
AI-powered scoring that unlocks full QA automation across 100% of interactions. No more sampling. Score everything, automatically.
- AI-powered scorecard evaluation
- 100% coverage, every interaction
- Configurable evaluation criteria
- Continuous scoring, no backlog
- Automatic flagging and escalation
Built for the sectors that need it most
From regulated finance to high-volume BPO, Fizz adapts to your industry's unique challenges.
Utilities & Public Services
High-volume, high-accountability contact for the organisations the public depends on.
- High call volumes driven by policy changes, outages, or statutory deadlines
- Compliance and reporting obligations to regulators and government departments
- Vulnerable customers need consistent, empathetic handling at scale
- 100% coverage for statutory duty
Every interaction scored and retained, with complete audit trails for regulatory reporting.
- Vulnerable-customer identification and handling
AI-surfaced signals when a caller needs escalation, accommodation, or additional support.
- Policy-change response
When a scheme, rate, or regulation changes, Fizz reveals how customers are actually responding, and where confusion is concentrated.
- Cross-programme performance reporting
For organisations running multiple schemes or services, compare performance, resolution, and sentiment by programme.
ISO 27001 certified · Irish and EU-hosted · Audit-ready · Built on AWS by an AWS Partner.
Plugs into your existing stack
Native integration with Amazon Connect, plus ingestion from any platform that exports to Amazon S3, including most major CCaaS, CRM, and messaging platforms. No rip-and-replace required.
Not sure if your platform is supported? Talk to us
Ready to hear what your customers
are really saying?
No seat counts. No sampling. Just a clear picture of every customer conversation, with a team that makes setup straightforward.
20-minute walkthrough. No sales pitch.
ISO 27001 certified · DORA-ready · Built on AWS
See Fizz in action
Tell us a little about your setup and we'll tailor the walkthrough to you.
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