See what your customers
are really saying
Your customers tell you everything: why they call, why they leave, where the risk is, where the revenue is. Most businesses hear less than 5% of it. Fizz hears it all, so you 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 customers are about to leave
Not just which interactions went poorly. Which customers are on a path to switch. Fizz surfaces the language patterns that predict churn, the moment in the journey where it started, and the segment it's hitting hardest, so you can recover the relationship before it's lost.
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.
Where the commercial moments are hiding
Every service call is also a commercial signal. Fizz surfaces the moments where a routine query opens a cross-sell conversation, a retention save, or a growth opportunity, so your service team stops missing revenue you're already having conversations about.
Where compliance risk is hiding
Every interaction auto-checked against your regulatory and process standards, with full audit trails.
Built for the whole business
From the boardroom to the advisor's desk. Most businesses hear less than 5% of what their customers say. Fizz hears all of it.
One intelligence layer, every function
Wherever your customers talk to you, Fizz scores the conversation and surfaces the insight. Here's what that looks like for the people who use it every day.
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
- Arrears and disconnection handling under intense regulatory and political scrutiny. The CRU, Ofgem, and the media are all watching.
- Switching pressure. Customers can change supplier with a click, and the reasons are usually in the conversations you're already having.
- 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.
- Arrears and disconnection handling
Surface where conversations drifted from the code of practice, before it becomes a regulator complaint or a headline.
- Switch-intent detection
Early language cues that predict a customer switch, weeks before it happens, segmented by tariff, tenure, or life event.
- Cross-sell and growth moments
Where a service call opens a home services, boiler cover, EV charger, or solar conversation, so your service team stops missing revenue you're already talking about.
- Retention and winback
Score the outbound conversations that keep customers, learn which language actually works, and coach the rest of the team on it.
ISO 27001 certified · Irish and EU-hosted · Audit-ready · Built on AWS by an AWS Select Tier 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
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