E Source, a provider of independent research, advisory, and information services to utilities, major energy users, and other key players in the retail energy marketplace, recently released its 2011 Review of North American Electric and Gas Company IVRs and 3 of the top 7 ranked utilities are leveraging ClickFox customer experience analytics to optimize IVR effectiveness and increase self-service success. One top-ranked provider increased IVR containment from 30% to 70% with insights delivered by ClickFox.

ClickFox currently analyzes customer behavior for over 20 million utility consumers nationwide across channels like web, IVR, and live agent,  delivering powerful insights into the most critical trends and issues impacting the customer experience - watch a video about ClickFox’s utility expertise and footprint and learn about the challenges and opportunities within the utility industry that analytics is addressing.