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 from separate channels, they don't reveal the entire story of the customer's experience."

Speaking specifically about ClickFox, the report says:

"ClickFox Customer Experience Analytics offers a unique capability with its Task Analysis engine that examines key customer activities and adds its Artificial Intelligence engine to identify discrepancies between system design and actual interactions across multiple channels to provide meaningful insight."