NICE to acquire Fizzback

BANGALORE, INDIA: NICE Systems Ltd has reached an agreement to acquireFizzback, introducing the most complete Customer Experience Management CEM) with the integration of revolutionary, real-time Voice of the Customer (VoC) solution.

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 approachgenerates game-changing response rates of up to 50 percent, 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 agileacross 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 transactionshelps improve performance enterprise-wide with statistically validated responses, as well as enhance quality managementand processes. Key efficiency metrics that can be significantly improved include First Contact Resolution (FCR) and Average Handle Time (AHT) in the contact centerand employee performance in direct customer facing roles.