E Source , a provider of independent research, advisory, and information services to utilities, major energy users, and other key players in the retail energy marketplace, recently released its  2011 Review of North American Electric and Gas Company IVRs and 3 of the top 7 ranked utilities are leveraging ClickFox customer experience analytics to optimize IVR effectiveness and increase self-service success. One top-ranked provider  increased IVR containment from 30% to 70% with…

We’ve been busy lately, building a team of top sales talent from software giants Oracle, SAP, IBM, Salesforce.com and others to address the growing need among the Fortune 500 for better customer intelligence tools to improve service and streamline business.

The new hires, attracted to the ClickFox solution and market opportunity over the past six months, comprise a powerful direct sales team to help clients analyze and solve the growing challenges in an increasingly complex customer…

ClickFox today announced that it achieved record growth in 2010, with a collective customer cost savings totaling billions to date. ClickFox CEA currently analyzes nearly one billion customer interactions per month across retail stores, web sites, call centers, chat, mobile applications and more from the nation's largest banks, wireless telcos, and utility and insurance providers serving nearly 300 million consumers.

"With each additional customer added and more sophisticated deployments involving emerging channels like social media…

In a move that further solidifies its leadership position in the analytics space, ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, today announced it has raised $18 million in financing from a syndicate led by Morgan Stanley Alternative Investment Partners (AIP). The financing will support the company's continued growth and expansion in the rapidly growing and evolving marketplace.

"The tremendous growth ClickFox has experienced over the years is a testament to…

ClickFox today announced a multi-year contract with a leading energy company to address one of the primary strategic goals of the organization: optimizing the customer experience across touch points to constantly meet and exceed customers' expectations. The organization which serves millions of residential, commercial, and industrial customers will leverage CEA to analyze the end-to-end customer experience through each communication channel to gain a deep understanding of key customer behaviors, preferences and trends not possible with traditional…

Last month in New York, EMC launched the Greenplum DCA (data computing appliance) which was very well received and included an event at the NYSE as well as the Hadoop World conference the day before. As part of the launch, several executives were interviewed for a webcast including ClickFox CEO, Marco Pacelli ( click here to view the video ): …

ClickFox today announced that it has signed a multi-year contract with a leading energy company to analyze and improve the complete, cross-channel customer experience. Serving more than 4 million consumers, the organization will leverage CEA to track and analyze customer behavior across channels, including Web, IVR, and call center agent interactions from a central marketing data warehouse to identify ways to optimize self-service, reduce customer frustration, and improve first contact resolution. Marco Pacelli, ClickFox's CEO says:…

ClickFox , the pioneering leader of  customer experience analytics (CEA) software and solutions, and  Next IT , a leader in the design and implementation of natural language, self-service technology for businesses and organizations, today announced a partnership to redefine customer service through technology. Next IT will use ClickFox's CEA to understand how customers interact with Virtual Experts, to optimize Virtual Expert performance and measure the overall user experience.

"By…

Sprint was recognized today for their enterprise-wide vision and commitment to the customer experience as the Gold winner of the 2010 Gartner & 1to1 Media Customer Relationship Management Excellence Award in the Customer Experience category. These awards highlight innovative companies that impact value through their customer relationship strategy and demonstrate excellence in delivering the customer experience. Sprint leverages ClickFox CEA to analyze customer experience behavior trends across interaction channels, including retail stores,…

As customer experience becomes more strategic in today’s enterprise, ClickFox Pulse answers the demand for executives to gain direct, easy access to key customer experience metrics and insight, enabling them to keep their finger on the ‘pulse’ of their customer and their business. Pulse draws on ClickFox’s unique ability to unify the customer experience by leveraging data from all customer interaction channels, including: retail, Web, IVR, call center, email, chat and mobile/SMS applications. Powered…