ClickFox's Customer Experience Analytics Blog

ClickFox announced a multi-million dollar expansion contract with a leading U.S.-based global financial services organization to analyze and improve customer experience across all interaction points, including all contact center consumer touch points – contact center self-service channels, call routing, agent interaction  and agent performance, email and chat. Says ClickFox CEO, Marco Pacelli:

“Progressive, forward-thinking companies like this one are already realizing the extraordinary value of the cross-channel approach to customer interaction analytics. Most organizations are still relying on siloed tools, like web and speech analytics, that only deliver a very limited view of the issues impacting customer experience. It is critical to understand how to prevent unnecessary and expensive agent interactions -- as well as multiple attempts, and multiple touch point interactions -- however today’s agent performance data stops short of telling us why simple transactions end up with a live agent. And the subsequent effect on customer experience.”

Read the entire press release here. To read a ClickFox Financial Case Study, click here.