Fizzback sends consumers requests for feedback relating to a specific interaction or transaction via mobile, web or social media. The feedback is then analyzed by Fizzback to determine a relevant response, and the company subsequently engages the consumer at the contact center, branch, point of sale, mobile app, or on the Web.
Fizzback says it collects more than 150 million feedbacks on an annual basis. Founded in 2004, the company provides its software solutions for “real-time customer feedback” to customers like BT, Best Buy Europe, O2, Virgin Media, Eurostar and Tesco.
With the acquisition, NICE Systems aims to establish a complete “voice of the customer” offering for its customers, the company says, combining direct, indirect, and inferred customer feedback, as part of its existing cross-channel analytics based solutions.
The deal is expected to close next month.
(Update: investor TAG provides more insight here)