Erika Morphy of CRMBuyer.com wrote an article about self-service in general and specifically named IVR systems as one of the problematic channels that customers don't like to use:

One area of technology development that has not progressed at a head-spinning pace is self-service -- that is, automated systems that aim to help customers without involving an actual human rep. Although these systems have improved over the past couple of decades, some nagging problems…

"The ClickFox Experience," our quarterly newsletter was sent out earlier today and contains information about the following items:

• Latest ClickFox News
• ClickFox's Webinar Series
• Did You Know?
• Upcoming Events
• ClickFox at SpeechTEK 2009
• Free Downloads

If you aren't subscribed to our newsletter, just enter your email in the window on the right or…

Last week TMCnet.com published an article discussing the ways that Customer Experience Analytics can help companies overcome the shortcomings of BI tools. Here is a short excerpt from the article:

Certain surveys have found that only 13 percent of companies implementing BI tools will ever achieve their original business objectives. Market research has shown that of surveyed executives in Fortune 500 companies:

76 percent were forced to make decisions because not…

On October 1st, at 1pm EST, we will host a webinar titled " Dramatically Reduce Customer Churn and Build Loyalty with Customer Experience Analytics :" Increased competition within today’s marketplace and customer demand for diverse communication methods means that companies must address customer experience across all available service channels to stay profitable. However, traditional approaches only provide a one-dimensional view into customer behavior patterns, offering little to no insight into retention opportunities. Join us to…

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 …

This week, ClickFox hosted the latest in our webinar series with an event that focused on Customer Experience Analytics in Retail . If you missed this webinar, which also included an excellent CEA product demo, you should click here and register to to view the replay . To register for any of our upcoming events, please click here . Other useful links:

1. CEA Product Demo …