The report, which describes ClickFox as the “most prominent” vendor in the contact center market, notes that consumer behavior is changing with the emergence of newer service channels like web and mobile: “The rapid uptake of web-based collaboration tools such as social media make understanding customer behavior across all channels a crucial part of the effort to provide stellar customer experiences.” Ovum analyst, Aphrodite Brinsmead, also notes that “A greater number of customer touchpoints has created pressure for enterprises to create consistent experiences across multiple channels. In order to increase satisfaction rates and improve first contact resolution, enterprises must provide relevant information at the initial point of contact. Cross-channel analytics are increasingly important to understand customer preferences and adapt services appropriately.” Brinsmead points to the limitations of surveys and other analytics tools in delivering complete insight into customer experience: “Although there are a number of ways to measure customer satisfaction, including surveys and speech analytics, these tools do not relate different channel interactions from the same customer.” The report notes that “[ClickFox] aggregates data from all possible points of contact between a customer and an organization” to track consumer patterns and predict future behavior. This insight enables organizations to deliver more cost-effective, satisfying experiences tailored to their customer’s unique needs, regardless of the channel used. For a limited time, you can download the report here. You can also download a Forrester Research about Real-Time Analytics for Contact Centers which singles out ClickFox's unique capabilities (available for a limited time as well). Click here to register for our upcoming webinar with Forrester's Vice President and Principal Analyst which takes place this Thursday, the 10th of June at 1pm EST.