NICE Systems Ltd has reached an agreement to acquire Fizzback, 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 analysed 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 approach generates game-changing response rates of up to 50 per cent, significantly higher than industry norms at under 10 per cent, 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,

Under the terms of the agreement, NICE will acquire Fizzback for a total cash consideration of approximately $80 million. Subject to certain conditions and satisfaction of terms, the transaction is scheduled to close in the beginning of the fourth quarter of 2011.

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