NICE CMO Discloses Fizzback Acquisition

NICE Chief Marketing Officer Benny Einhorn recently wrote that company officials are “pleased to share with you the news we announced that we have reached an agreement to acquire Fizzback, provider of a real-time Voice of the Customer product.”

Fizzback’s offering is part of NICE’s cross-channel interaction analytics, which makes for a “complete Customer Experience Management (CEM) offering,” company officials say.

Right, how it works -- Fizzback sends consumers requests for feedback relating to a specific interaction or transaction via mobile, web or social media, Einhorn explained, noting that “the consumer is engaged at the point of experience, for example in the contact center, branch, point of sale (POS), mobile application, or web.”

Then Fizzback analyzes the feedback, picks a relevant response and conducts a dialog with the consumer in natural language rather than in survey format, using a real-time, natural language approach, which is probably more effective in motivating consumers to provide relevant feedback at the moment of interaction.

They’re doing something right -- company officials claim response rates at up to 50 percent, which isn’t bad, given industry norms of under 10 percent. Company officials also point to the combination of real-time feedback with high response rates, which they say lets Fizzback’s customers deliver “statistically valid inputs to each relevant individual in the organization for prompt action.”

In August TMC (News - Alert) had the news that Fizzback announced it was selected by Virgin Media (News - Alert) to enhance their customers' experience and drive performance improvement across their call centers.

Virgin Media is the first provider of all four broadband, TV, mobile phone and home phone services in the UK. The company delivers ultrafast broadband connections as well as the most advanced interactive television service to over half of all UK homes, and is expanding this cable network to reach thousands more people across the country.

Virgin Media wants to combine its industry leading services with customer service from thousands of agents in multiple locations, both internal and outsourced.