We hope you've been keeping track of all the new material available for download from our Download Library. We've just added a new Telco Case Study to the financial and utility ones already published. Here's a brief summary:

One of the most popular prepaid wireless brands in the US was searching for a way to reduce live agent support by providing more effective voice self-care options. Customer care management was interested in the ability to monitor changes in customer behavior and gain actionable insights and recommendations on next steps to increase self-service completion rates and reduce costly, live agent support. In 2006, the company chose ClickFox Customer Experience Analytics (CEA) on-demand solution to provide a visual view and baseline understanding of what callers were actually doing when they called into the Interactive Voice Response (IVR) system for sales and support issues. Today the wireless brand's customer interaction data is fed into ClickFox software and then modeled and mapped allowing visibility into customer behavior patterns previously not available to the company in such a visual and systematic manner.

So what are you waiting for? Click here to download it now!