Apr 6, 2010
ClickFox announced today significant company growth in the first quarter of 2010. With a growing roster of Fortune 500 customers in the utility, financial services and telecom industries, ClickFox continues to expand an already massive repository of customer experience behavior data and is now processing close to one billion cross-channel customer interactions per month. Say ClickFox CEO, Marco Pacelli:
“Market demand for actionable insight into customer behavior and experience continues to grow exponentially. A plethora of tools such as speech analytics have emerged in recent years, but only deliver insight into single-channel interactions (often at the conclusion of the customer experience instance), neglecting the fact that a majority of customers today utilize multiple touch points to interact with companies. Without insight into this cross-channel customer experience, organizations are missing out on huge opportunities to deliver efficient, effective and rewarding experiences.”
Read the full press release here.
Try out our free Customer Experience ROI Calculator to see how ClickFox CEA can help your organization achieve its goals.
Mar 9, 2010
ClickFox and Merced Systems today announced a partnership delivering visibility into the customer-agent-organization relationship. This combination of comprehensive cross-channel customer behavior insight from Clickfox with the sales and service optimization solutions in Merced Performance Suite will align customer experience with agent performance and revenue optimization goals for large enterprise customers. Says, ClickFox CEO, Marco Pacelli:
“In our customer base and in the overall marketplace we are seeing increased demand to quickly and efficiently provide data not only to optimize the customer experience but also to drive more revenue from service operations. Our relationship with Merced Systems delivers on this demand by enabling organizations to align customer behavior and preferences to sales and service strategies so they capitalize on every interaction to dramatically increase loyalty and revenue.”
Read the full press release here.
Find out more about Customer Experience Analytics in the Utilities, Finance and Retail industries here.
Mar 4, 2010
CustomerThink has published a post by ClickFox’s CEO, Marco Pacelli, titled “Get Past the Yes Man.”
It’s every executive’s fear: Their direct reports paint a picture of healthy, high-performance business segments. But in reality, these reports are downplaying the major issues and the executives have no reliable source to give it to ‘em straight.
Getting a complete view of how a customer interacts with a business – online, in retail sites, and through call centers – is one of those executive blind spots, mostly because the rich data that each department measures is locked in organizational and information silos.
Follow this link to see the complete article.
To find out more, join us for our next webinar on March 18th at 1pm EST, featuring Forrester analyst, Bruce Temkin, titled “Understand your Customers as Individuals, Not Individual Transactions”.
Feb 2, 2010
ClickFox announced today that it has signed a multi-year contract with a leading Fortune 500 energy company to analyze several million monthly customer interactions across a variety of service channels. The organization will use ClickFox CEA to track and analyze customer behavior across their web site, interactive voice response (IVR) system and call center (including agent desktop, call routing and electronic dialogue) to get a complete picture of the full experience from the customer’s point of view.
Says Marco Pacelli, ClickFox CEO:
“This new relationship further deepens ClickFox’s domain expertise in the energy industry and adds to an already impressive roster of Fortune 500 utility companies. With the addition of this customer, we now have insight into customer behavior for nearly 40 million energy consumers in the US, enabling us to focus on the most critical areas impacting their experiences and develop industry best practices for cross-channel customer experience excellence.”
Read the full press release here.
You can also read a Utility Industry Case Study or our Utility Industry Brief.
Dec 2, 2009
ClickFox announced today that a Fortune 500 energy provider has expanded its software deployment for more robust customer experience analytics. The company started using the ClickFox CEA solution in 2008 to analyze customer behavior in their web self-service systems and has decided to expand to include CTI and IVR system data for
deeper insight into how web task flow processes are directly impacting customer effort, customer satisfaction and operations costs. Says Marco Pacelli, ClickFox’s CEO:
“This is one of several utility companies leveraging ClickFox’s technology to gain visibility into the complete customer experience, from Web site all the way through to customer service representative.”
Read the full press release here.
Download our Utility Industry Case Study here.
May 19, 2009
We are proud to announce that Red Herring Magazine has named ClickFox a winner of Red Herring 100, an award given to the top 100 private technology companies based in North America. Winners were announced on May 13, 2009 at the exclusive Red Herring North America Conference where ClickFox CEO Marco Pacelli spoke at the event on the company’s vision and market strategy.
“This year drew well over one thousand entries and those that made The Red Herring 100 North America companies are definitely the ones to watch,” said Alex Vieux, publisher and CEO of Red Herring. “Despite the economic downturn, companies such as ClickFox are primed for success because of their role in the increasingly important field of customer experience. They will be in good company with past winners including Google, eBay, Skype and Twitter.”
Read the full press release here.
Apr 20, 2009
The prestigious Pacesetter award recognizes Atlanta metro area’s fastest-growing private companies.
“Given the tremendous breadth and depth of entrepreneurial talent in the Atlanta region, it is truly an honor to join such an elite group of successful, rapidly-growing companies by being named as a finalist for the 2009 Pacesetter Awards,” commented ClickFox CEO Marco Pacelli. “As companies in every industry tighten their belts and budgets during the downturn, ClickFox continues to be well positioned for future growth as businesses focus on getting back to basics by identifying opportunities to carve out ongoing operational costs in their cross-channel service delivery systems while also shoring up customer experience and retention.”
Read the full press release.
UPDATE: ClickFox Wins Atlanta Business Chronicle’s 14th Annual Pacesetter Awards!
