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ClickFox Partners with Merced to Announce Integrated Customer Experience and Performance Management Analytics
March 9, 2010
ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, and Merced Systems, the leading provider of sales performance management and service performance management software, 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.
"Our partnership with ClickFox will further increase the benefit our customers receive from Merced Systems' industry-leading sales performance management and service performance management solutions," said Mark Selcow, President and co-founder of Merced Systems. "ClickFox provides the complete picture of the customer's experience at every interaction point allowing our solutions to leverage this intelligence to measure performance against goals and align incentives and coaching for every employee in the operation."
"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," said Marco Pacelli, chief executive officer (CEO) of ClickFox. "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."
ABOUT MERCED SYSTEMS
Merced Systems is the leading provider of Sales Performance Management and Service Performance Management applications focused on improving operational effectiveness of sales forces and service organizations across a range of vertical industries. Merced Systems' award-winning products serve Global 2000 customers, and include advanced analytics and reporting, incentive compensation management, coaching, and other performance execution applications. With a strong track record of growth and delivering business impact to its customers, Merced Systems has been profitable for the past 7 years. Merced Systems is a privately held company headquartered in Silicon Valley and London, with major customers in 20+ countries worldwide. For more information on Merced Systems, please visit www.mercedsystems.com.
Are Saying... " Serving over 2 million customers via six separate channels made it nearly impossible for us to understand what factors were driving customers to contact us multiple times to get issues resolved…we now have a complete view into those behaviors, allowing us to get it right the first time. "
- SVP, Customer Service at a Leading Wireless Provider