ClickFox's Customer Experience Analytics Blog

ClickFox and Merced Systems today announced a partnership delivering visibility into the customer-agent-organization relationship. This combination of comprehensive cross-channel customer behavior insight from Clickfox with the sales and service optimization solutions in Merced Performance Suite will align customer experience with agent performance and revenue optimization goals for large enterprise customers. Says, ClickFox CEO, Marco Pacelli:

“In our customer base and in the overall marketplace we are seeing increased demand to quickly and efficiently provide data not only to optimize the customer experience but also to drive more revenue from service operations. Our relationship with Merced Systems delivers on this demand by enabling organizations to align customer behavior and preferences to sales and service strategies so they capitalize on every interaction to dramatically increase loyalty and revenue.”

Read the full press release here.

Find out more about Customer Experience Analytics in the Utilities, Finance and Retail industries here.

ClickFox announced today that it has signed a multi-year contract with a leading Fortune 500 energy company to analyze several million monthly customer interactions across a variety of service channels. The organization will use ClickFox CEA to track and analyze customer behavior across their web site, interactive voice response (IVR) system and call center (including agent desktop, call routing and electronic dialogue) to get a complete picture of the full experience from the customer’s point of view.

Says Marco Pacelli, ClickFox CEO:

“This new relationship further deepens ClickFox’s domain expertise in the energy industry and adds to an already impressive roster of Fortune 500 utility companies. With the addition of this customer, we now have insight into customer behavior for nearly 40 million energy consumers in the US, enabling us to focus on the most critical areas impacting their experiences and develop industry best practices for cross-channel customer experience excellence.”

Read the full press release here.

You can also read a Utility Industry Case Study or our Utility Industry Brief.

Last week at Amdocs’ Partner Sales Organization annual partner event in Las Vegas, ClickFox was recognized as ‘Emerging Partner of the Year’. As a strategic partner of Amdocs for over a year, ClickFox offers the only true cross-channel software solution on the market, enabling unparalleled visibility into customer experience for improved operational efficiency, customer satisfaction and customer retention. Says Marco Pacelli, ClickFox CEO:

“ClickFox is honored to be recognized by Amdocs as an emerging partner. We look forward to expanding our reach into the marketplace as one of the only combined solutions that delivers insight into today’s complete, end-to-end customer experience.”

Read the full press release here.

We announced today that we’ve grown our processing volume to over 750 million customer transactions per month, up from 500 million earlier this year. These complex cross-channel customer interactions span across multi touch-points and include Web, IVR, CTI, CSAT, Live Agents, Handheld Devices, Interactive Kiosks and others.

“No other company has gathered such a complete, collective data set that truly represents today’s varied, complex cross-channel customer,” said Marco Pacelli, chief executive officer of ClickFox. “As we continue to grow our customer base, this wealth of data deepens our domain expertise so we can identify and apply proven best practices for our Fortune 500 customers, many of whom have already realized hundred-million dollar ROIs.”

Read the entire press release here.

Next Steps:

Watch an 8 minute demo of ClickFox CEA.

Read our CEA White Paper.

ClickFox announced today that a Fortune 500 energy provider has expanded its software deployment for more robust customer experience analytics. The company started using the ClickFox CEA solution in 2008 to analyze customer behavior in their web self-service systems and has decided to expand to include CTI and IVR system data for
deeper insight into how web task flow processes are directly impacting customer effort, customer satisfaction and operations costs. Says Marco Pacelli, ClickFox’s CEO:

“This is one of several utility companies leveraging ClickFox’s technology to gain visibility into the complete customer experience, from Web site all the way through to customer service representative.”

Read the full press release here.

Download our Utility Industry Case Study here.

ClickFox announced yesterday that it signed a multi-million dollar contract with a leading international wireless provider to analyze, understand and act on customer experience intelligence across all interactions points. The organization provides industry-leading technology to its customer base and partners, relying on over 200 providers in other geographies to ensure optimum service levels. The addition of ClickFox CEA across all business units will enable enterprise-wide visibility into operational excellence to support their strategic emphasis on excellent customer experience.

Marco Pacelli chief executive officer (CEO) of ClickFox said:

“Based on our years of experience with the top telecommunications organizations in North America, we have established an unrivaled domain expertise that ensures all wireless and data communications providers can quickly and effortlessly see high impact from customer experience analytics.”

Read the entire press release here.

Read our Telco Industry Case Study here.

In a press release today, ClickFox announced that an addition of a new customer significantly expands and anchors its dominance in Customer Experience Interaction Analytics in the financial market. The contract with a leading US-based global financial services organization, valued at approximately $7 million, will provide comprehensive cross-channel analytics across all customer interactions. Says ClickFox’s CEO:

“Since we launched our product and solutions in 2004, we have seen our customers in the financial sector grow in numbers and in depth of application of Customer Experience Analytics,” said Marco Pacelli chief executive officer (CEO) of ClickFox. “Our analytics platform continues to deliver double-digit annual ROI across our customer base. These customers realize they must go beyond traditional surveys and siloed reporting data to get a 360 degree view of every customer interaction and its impact on operating costs and satisfaction and loyalty. By diving deeper into customer behavior and leveraging existing intelligence (such as customer segmentation data), these firms are realizing immediate and continuous savings and returns, while increasing their competitive advantage.”

Read the full press release here.

Read the Financial Industry Brief to find out how ClickFox CEA can help financial institutions increase their competitive advantage.

A new press release today details how a top-tier telecommunications organization, a current ClickFox customer, has decided to expand their CEA deployment to now include all customer interactions. Based on a proven track record of multi-million dollar results with ClickFox CEA, this leading wireless provider will leverage both existing and new interaction analysis to further improve operational efficiency, customer retention, revenue generation and customer satisfaction.

From the release:

“The telecommunications industry is challenged with steep competition, high customer churn and highly publicized customer satisfaction issues. These issues need to be constantly monitored and analyzed, and limited analysis doesn’t deliver the insights that drive major, bottom-line changes,” said Marco Pacelli, chief executive officer of ClickFox. “ClickFox CEA provides unprecedented levels of insight to all our telecommunications customers by unlocking high-value, time-sensitive information from previously inaccessible sources, including structured and unstructured data.”

Read the full press release here.

Also, download our telco case study here for some additional examples.

We are happy to announce our new partnership with Greenplum this morning. Greenplum Software is the pioneer of Enterprise Data Cloud™ solutions for large-scale data warehousing and analytics, providing customers with next-generation capabilities including elastic expansion and sandboxing, multi-petabyte scale on commodity hardware, and massively parallel analytic processing.

“One of ClickFox’s top priorities is keeping the technology relevant so it exceeds customer needs,” said William Hawley,chief operating officer (COO) of ClickFox. “Our integration to Greenplum reinforces that goal to provide highly optimized speed in processing customer behavior and cross-channel analytics. ClickFox currently processes over half a billion multi-channel customer interactions per month for some of the nation’s largest businesses and service providers across industries, and this figure is expected to double in 2010.  By giving our customers and partners access to the benefits of the ClickFox-Greenplum integration, we offer them the best of customer experience analytics combined with massively scalable, proven grid computing. Ultimately this translates into faster speed-to-intelligence and improved business operations.”

Read the entire press release here.

ClickFox and Business Systems UK announced today that they are teaming up to bring Customer Experience Analytics solutions to the EMEA market.

“We’re delighted to be aligned with a market leader such as Business Systems,” said Marco Pacelli, CEO of ClickFox. “Business Systems has a phenomenal reputation for its knowledge in implementing contact center solutions. Their domain expertise and access in EMEA combined with our joint sales and marketing efforts will allow us to bring unparalleled technology and service to our collective base.”

“ClickFox is a leader in customer experience analytics and Business Systems is known as the premier voice technology services organization in EMEA,” said Ventana Research Vice President and Research Director for Customer and Contact Centers, Richard Snow. “This partnership will leverage their accomplishments at numerous U.S.- and EMEA-based companies to bring customer experience analytics within the reach of companies in EMEA.This will allow companies to address one of today’s critical business issues – understanding the experience of their customers regardless of what channel they use to interact with the company.”

Read the full press release here.