NEWS19 September 2011

NICE deal for FizzBack, worth $80m

Data analytics UK

UK— NICE, an Israeli firm that develops customer feedback management and analytics tools, has acquired UK rival FizzBack for $80m in cash.

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.