NICE deal for FizzBack, worth $80m
FizzBack is a venture capital-backed business whose clients include BT, Waitrose, Tesco and T-Mobile.
Its feedback system works by sending out feedback requests to customers relating to specific interactions or transactions at “the point of experience” – be it at the point of sale, while using a website or mobile app, or calling a customer service centre. The customer response is then analysed by the system to determine a relevant response.
CEO Rob Keve (pictured) said these capabilities will now be intergrated with NICE’s own analytics solutions which focus on indirect and inferred feedback – social media conversations, transaction data and web browsing patterns.
The deal is expected to close in early-October.
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