NICE Systems announced its agreement to acquire Fizzbac
for a total cash consideration of approximately $80 million.
In 2012, the acquisition is expected to add approximately
$20 million to NICE’s non-GAAP revenues, to be slightly dilutive, and to become
accretive to fully diluted Non-GAAP EPS within four quarters post closing.
The company will also introduce Customer Experience
Management (CEM) with the integration of 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 analyzed 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 approach generates game-changing response
rates of up to 50 percent, significantly higher than industry norms at under 10
percent, 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, Fizzback enables organizations to
better understand their customers’ perceptions, and be agile across the
organization, while improving customer experience at the various enterprise
touch points.
The combination of Fizzback and NICE will both improve CEM as well as operationalize VoC
both for the contact center and across the enterprise. Correlating customer
feedback to specific interactions or transactions helps improve performance enterprise-wide
with statistically validated responses, as well as enhance quality management
and processes.
Key efficiency metrics that can be significantly improved
include First Contact Resolution (FCR) and Average Handle Time (AHT) in the
contact center and employee performance in direct customer facing roles.
Capturing, analyzing and acting on the Voice of the
Customer (VoC) is critical to the success of any Customer Experience
initiative. NICE’s cross-channel analytics solutions support VoC programs by:
analyzing customer interaction content (indirect feedback), whether the
customer is interacting with the organization or talking about the organization
through the contact center, social media, or other channels, and by extracting
insights from these interactions; and by analyzing customer behavior (inferred
feedback), such as transaction and web browsing patterns or their journey along
different touch points.
By adding direct customer feedback with the Fizzback
solution, NICE now provides a complete CEM solution that delivers a holistic
understanding of the customer by combining on one platform the VoC from each of
the three feedback dimensions: direct, indirect and inferred.
“The adoption of and demand for CEM solutions, at
all levels of the organization, including Marketing, Finance and Operations, is
on the rise. With the addition of Fizzback, NICE is expanding the scope of its
capabilities of Impacting Every Customer Interaction by introducing a Customer
Experience Management solution with the most complete Voice of the Customer
offering. This enables our customers to more effectively capture, understand
and leverage VoC as the foundation to a cross-enterprise CEM strategy,”
Zeevi Bregman, president and CEO of NICE.
By Telecomlead.com Team
editor@telecomlead.com
