In our latest CEA i industry market brief , we decided to tackle an interesting, but often neglected, aspect of the booming smartphone mobile market: Service Costs.

The explosion of smartphones has revolutionized the wireless world in recent years, serving as an invaluable additional revenue stream for telecom companies while offering consumers dramatically advanced user experiences and convenience. Smartphone data plans increase monthly service bills by $10-$20 per customer, improving the bottom line…

In the latest  CEA ⁱ customer experience industry research, ClickFox examined behaviors in customer identification (authentication) during web and phone self-service interactions for more than 300 million consumers in the financial services, telecom, utility and insurance industries. Analysis revealed insight into the following:

• How do authentication rates vary across industries?
• What are the best methods of identifying customers?
• How does authentication impact operations…

Aberdeen Group notes that 29% of all dispatches and truck rolls are for issues that could be resolved without deploying onsite support… Reducing avoidable and repeat dispatches has an immediate impact on your operations costs, but it also drives dramatic, measurable improvements to customer satisfaction, loyalty and profitability. Leading cable and utility companies are applying customer experience analytics (CEA) to connect data from CRM systems, call centers, scheduling/dispatch tools and mobile field devices with outcomes like…

The report , which describes ClickFox as the “most prominent” vendor in the contact center market, notes that consumer behavior is changing with the emergence of newer service channels like web and mobile: “The rapid uptake of web-based collaboration tools such as social media make understanding customer behavior across all channels a crucial part of the effort to provide stellar customer experiences.” Ovum analyst, Aphrodite Brinsmead, also notes that “A greater number of customer…

ClickFox is one of several vendors featured in a recent Forrester Research report titled "Real Time Analytics for Contact Centers" which points at a lack of meaningful customer data as a major challenge for contact centers. According to the report:

"Most metrics that report on an agent's call handling do not report on the customer's experience while navigating multiple contact center channels, such as IVRs, email, and the Web. Although typical reporting practices segment data…

ClickFox today released a  free interactive Customer Experience ROI Calculator and we invite everyone to try it out. Focused mostly on operational efficiency, this real world calculator was designed based on previous engagements with leading, world-class organizations across several industries. These companies have already realized millions of dollars in cost savings by identifying ways to serve their customers more efficiently across different interaction channels. We tried to keep it as simple as possible and…

We've recently updated the resources in our download library to make the documentation more readable and included some new screenshots in our white papers. If you haven't checked these free downloadable resources, you should do so right now. Here's a quick look at the new design - click the images to download these files immediately ( Financial Case Study - left, CEA Technical White Paper - right):

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There's a new white paper in our download library that I wanted to make everyone aware of. The topic of discussion is customer satisfaction (CSAT) and how our customers have been leveraging ClickFox CEA to improve their CSAT metrics. Here a quick summary:

Customer satisfaction (CSAT), the measure of how products and services supplied by a company meet or surpass customer expectations, is a key performance indicator within the enterprise and in a…

Have you checked out our Download Library recently? Well, we're constantly adding new resources for you to download. We've just added three new white papers: 1) ClickFox Customer Experience Analytics

ClickFox Customer Experience Analytics (CEA) enables the enterprise to analyze any customer interaction at and across multiple interaction touch-points. ClickFox CEA is platform, channel and technology independent and delivers a true total customer experience view, within and across all self…