Over the past few months we've seen increased interest from our customers who are extending the scope of their ClickFox CEA solution to include speech and text analytics vendors' data sets. One of the top 3 banks as well as a top cable provider have added their speech and text analytics data to the CEA system to provide a higher level of accuracy in their usage. These data insights can come from various vendors such as Nexidia, NICE, Verint, Clarabridge, SAS and others, and from diverse interaction channels such as web, email, chat, IVR, agent records and social channels.

ClickFox rapidly increases the ability for enterprises to gain value from existing speech vendors' data sets by connecting the dots of customer behavior patterns to isolate targeted voice trends for deeper analytics. Without the added insight provided by ClickFox CEA enterprises are forced to perform rigorous manual analytics functions across the entirety of their speech and text data stores. ClickFox CEA now provides a more strategic approach to analyzing speech and text analytics by allowing analysts to specifically target focused datasets for faster and more insightful analysis.

For example, ClickFox was able to narrow the query into the speech analytics system from a base of several hundred thousand calls to a much smaller subset of calls. This allowed the analysts to find the avoidable agent repeat calls taking place after customers had visited the online channel and prior to them providing a low c-sat survey score.

Marco Pacelli, ClickFox CEO says: “Our customers have told us that we have been instrumental in being able to increase the efficiency of speech analytics. Best analogy – ClickFox gets our customers to the goal line and speech scores the touchdown. The marriage of these tools has been invaluable to really get underneath and demystify the level of effort and causes for defect.”

ClickFox CEA will empower companies to more accurately target customer experience behavioral patterns within the vast speech and text analytics data stores. With ClickFox CEA, analysts can also identify more defined queries to better understand which customers or contact channels reveal the most insightful conversations as well as validate the CRM resolution code interpreted by comparing it to the upstream intent of the customer. By analyzing more refined data sets, companies experience a quicker time to value, and ultimately, greater efficiency in painting a holistic view of the customer experience data present within the organization. Additionally, other business functions and teams can capitalize on the knowledge revealed by speech and text analysis by integrating the data back into ClickFox CEA software to improve the 360-degree perspective of the customer journey.