News & Events

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• Press Releases
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The ClickFox Experience | Q4 Newsletter Published

Dec 18, 2009

We just published our Q4 newsletter wanted to share it with site visitors and blog readers. Feel free to share the link with your colleagues as well.

ClickFox Launches Interactive ROI Calculator Tool

Dec 18, 2009

ClickFox, specializing in customer experience analytics software and solutions, has launched an interactive online tool that can calculate and forecast potential return on investment figures.

The ROI calculator is available for visitors who have to enter the number of customers their company serves. After which the tool calculates their potential ROI employing default data collected from ClickFox’s repository which holds billions of complex customer interactions.

MrWeb: Debut for Cross-Channel Calculator

Dec 17, 2009

US customer experience analytics (CEA) firm ClickFox has launched an interactive online tool that calculates and forecasts potential return on investment (ROI) for improving customer experience across various service channels and touch points.

ClickFox Set to Process One Billion Monthly Customer Interactions

Dec 9, 2009

ClickFox, a provider of customer experience analytics software and solutions, announced that it has grown its monthly processing volume to more than 750 million customer transactions, up from 500 million earlier this year. Company officials said these customer transactions consist of complex interactions from IVR systems, retail, Web and call center, to handheld devices and interactive kiosks, enabling comprehensive cross-channel customer experience analysis.

ClickFox Provides Cross-Channel Analysis for Fortune 500 Company

Dec 3, 2009

Tracking the performance of a company’s services across various platforms can prove to be hugely profitable for the organizations. But proper and accurate tracking of these services involves lots of expertise and knowhow of the internet. Realizing this, a Fortune 500 energy services provider has selected ClickFox, a customer experience analytics, or “CEA,” software and Solutions Company, for cross-channel analysis across service transactions.

On the Prowl for New Ways to Cut Contact Center Costs

Nov 9, 2009

There is still room for the industry to grow through adoption of newer technologies, said Michael Fauscette, group VP of software business solutions for IDC.

"Contact centers will now be driven by initiatives around unified communications. Microsoft (Nasdaq: MSFT) and Cisco (Nasdaq: CSCO) have new products that they're getting into the market. Then there's Avaya, Convergys (NYSE: CVG) and ClickFox, on the software side," he told CRM Buyer.

Technology extras that are gaining traction in the IVR space include tools for advanced analytics. "For example," said Kapoor, "there is technology that allows you to get a visual representation of your IVR activities to see what works, what doesn't, and where breakdowns are occurring. A few changes and your hit rate can go through the roof -- the economics can change that quickly. There is tremendous growth potential for analytics."

ClickFox Expands Deployment with Telecommunications Organization

Nov 2, 2009

ClickFox, a company specializing in customer experience analytics (CEA) software and solutions, announced the expansion of their deployment with a telecommunications organization to include all customer interactions across all of their interaction channels.

Based on a track record of multi-million dollar results with ClickFox CEA, the company said this wireless provider will leverage both existing and new interaction analysis to further better operational efficiency, customer retention, revenue generation and customer satisfaction.

Top-Tier Telecommunications Organization Expands ClickFox CEA Deployment to Include All Customer Interactions

Oct 28, 2009

ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions today announced the expansion of their deployment with a leading telecommunications organization to include all customer interactions across all of their interaction channels.

Based on a proven track record of multi-million dollar results with ClickFox CEA, this leading wireless provider will leverage both existing and new interaction analysis to further improve operational efficiency, customer retention, revenue generation and customer satisfaction.

5 Ways Customer Experience Analytics Helps Overcome the Shortcomings of BI Tools

Sep 30, 2009

In today's complex customer interaction environment, it's becoming increasingly more difficult to navigate through the corporate data jungle in order to find what you're really looking for. While companies have been constantly investing in customer interaction touch-points, they have neglected to truly understand their customers' needs. Companies have taken the seemingly easy route of analyzing customer interactions in silos and using BI tools to generate limited insight, rather than focusing on cross-channel customer behavior patterns, customer tendencies and the ability to understand customer intent.

The ClickFox Experience | Q3 Newsletter Published

Sep 23, 2009

We just published our Q3 newsletter wanted to share it with site visitors and blog readers. Feel free to share the link with your colleagues as well.

How to Overcome BI Shortcomings: ClickFox

Sep 11, 2009

Business intelligence solutions are vital tools to help organizations identify and respond to opportunities and issues. Yet according to Amir Dekel, who is director of marketing communications for customer experience analytics firm ClickFox, there is a marketplace perception that BI products are too complex, require a tremendous amount of time to setup properly and are usually very hard to use.

ClickFox Now Integrates with Greenplum Software to Analyze Customer Experiences

Sep 10, 2009

Contact center analytics solutions are proving to be effective in reducing costs for the organization as they allow for greater depth of insight into the customer experience to create better retention. This helps to create greater opportunities for companies such as ClickFox and Greenplum. This integration will extend reach for both companies, delivering benefits to customers in the process.

ClickFox Partners with Greenplum

Sep 9, 2009

ClickFox partnered and completed integration with Greenplum Software, the provider of Enterprise Data Cloud solutions for data warehousing and analytics.

According to Anna Convery, CMO at ClickFox, the deal was the result of two initiatives: requests by customers and prospects to provide massive scalability and ClickFox’s research and development strategy to expand technology and solutions by the integration of best-of-breed solutions.

“[Our customers] will now have access to a solution that can scale rapidly to accommodate their customer experience analytics requirements,” Convery writes in an email to Speech Technology. “Many of our customers are adding millions of interactions to their analysis and the ability to quickly and affordably accommodate their expansion needs means that we can deliver a time-to-insight unparalleled in the market”

ClickFox and Greenplum Partnership Drives Next-Generation Customer Experience Analytics Solution

Sep 9, 2009

"One of ClickFox's top priorities is keeping the technology relevant so it exceeds customer needs," said William Hawley, chief operating officer (COO) of ClickFox. "Our integration to Greenplum reinforces that goal to provide highly optimized speed in processing customer behavior and cross-channel analytics. ClickFox currently processes over half a billion multi-channel customer interactions per month for some of the nation's largest businesses and service providers across industries, and this figure is expected to double in 2010. By giving our customers and partners access to the benefits of the ClickFox-Greenplum integration, we offer them the best of customer experience analytics combined with massively scalable, proven grid computing. Ultimately this translates into faster speed-to-intelligence and improved business operations."

Business Systems breaks into customer analytics market

Aug 12, 2009

ClickFox is continuing to expand its international presence through increased sales channels. Through this partnership, ClickFox is furthering its commitment to support and enhance success with its EMEA-based customers, and this distribution partnership with Business Systems is a key example. With a firm footprint in multiple vertical markets, Business Systems will resell ClickFox solutions as part of its portfolio.

“There is growing demand for customer experience analytics in EMEA,” Richard Mill, managing director at Business Systems. “We envision tremendous potential to bring ClickFox’s technology to our respective current and potential customer bases – replicating those positive results in additional markets.”

ClickFox and Business Systems Partner to Bring Customer Experience Analytics to EMEA Companies

Aug 4, 2009

ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, and Business Systems (U.K.) Ltd, U.K.'s largest and most established independent contact center specialist, today announced a partnership agreement and plans to market ClickFox’s analytics software in Business Systems’ suite of technology solutions. The companies are teaming up to address increased demand for customer experience analytics in Europe, the Middle East and Africa (EMEA). Their collaboration will address customer demand and adoption needs in order to provide the best solution based on technology, knowledge and deployment.

ClickFox and Business Systems Unite to Launch New Products and Services

Aug 4, 2009

"ClickFox is a leader in customer experience analytics and Business Systems is known as the premier voice technology services organization in EMEA," said Ventana Research Vice President and Research Director for Customer and Contact Centers, Richard Snow. "This partnership will leverage their accomplishments at numerous U.S.- and EMEA-based companies to bring customer experience analytics within the reach of companies in EMEA. This will allow companies to address one of today's critical business issues - understanding the experience of their customers regardless of what channel they use to interact with the company."

The ClickFox Experience | Q2 Newsletter Published

Jul 2, 2009

Our Q2 newsletter has been published and we wanted to share it with site visitors and blog readers. Feel free to share the link with your colleagues as well.

Ventana Research VP & Research Director Richard Snow Recommends ClickFox

Jun 18, 2009

In a blog post published June 17th entitled "ClickFox Provides Visibility through Analytics on Customer Experience and Interactions" VP & Research Director Richard Snow recommends you take a look at what ClickFox can do to help you optimize the customer experience across channels.

DestinationCRM: ClickFox Analyzes the Customer Experience

May 29, 2009

Key performance metrics and other contact center–related statistics can sometimes cause number overload: Various metrics can be deemed critical -- ones that help improve operations, cut costs, or improve the overall customer experience. Looking to solve all three of these problems, Atlanta-based software company ClickFox has unveiled three business solutions based on customer experience analytics (CEA).

ClickFox CMO, Anna Convery, interviewed at SpeechTechnology Magazine

Apr 15, 2009

Anna Convery, ClickFox CMO, was one of the executives interviewed by SpeechTechnology Magazine for the article "Taming the Multichannel Monster."

The ClickFox Experience | Quarterly Newsletter Published

Mar 12, 2009

We just sent out our quarterly newsletter and wanted to share it with site visitors and blog readers as well. Feel free to share the link with your colleagues as well.

ClickFox CEO, Marco Pacelli, interviewed on CRM-Daily.com

Mar 2, 2009

Mr. Pacelli gives his top tips to build and keep customer loyalty with CRM.

ClickFox mentioned in AtlanTech 2008 venture funding list

Feb 10, 2009

AtlanTech focuses on the entrepreneurs who drive Atlanta’s technology industry and the investors who fuel them. Written by Urvaksh Karkaria, AtlanTech has the scoop on technology deals — who's raising how much, from whom and for what. The blog also focuses on trends that impact technology businesses in Atlanta and serves as a sounding board for the community.

Datamonitor Argues Virtues of Web 2.0 Technologies in Contact Centers

Feb 9, 2009

According to independent market firm, Datamonitor, contact centers can utilize Web 2.0 technologies presented in such websites as Twitter to advance customer service efforts. Aphrodite Brinsmead, customer interaction technologies analyst at Datamonitor, examined this phenomenon and offered insight into current and future possibilities. Brinsmead also recommended that customer service analysis vendors such as ClickFox, SAS and SPSS find ways to use the information from social networking to help enterprises understand and analyze data from customers.

Local CRM Experts Share What's Hot, What's Not at TAG CRM Meeting

Jan 21, 2009

Bruce Culbert, CEO, iSymmetry and Chairman/Co-Founder, myCRMcareer, will join fellow panelists Anna Convery, CMO ClickFox and Mark Storm, Regional VP, salesforce.com, to discuss What's Hot and What's Not at the upcoming "State of the CRM Industry" meeting.