Although Internet adoption rates are growing, cell phone usage is increasing at an even faster rate, creating a new urgency for your company to provide robust speech/IVR solutions to handle customer calls. Over 92% of all customer transactions take place over the telephone, according to industry analyst firm, Gartner Group 
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Unfortunately, IVR and speech recognition systems are complex, expensive, and often generate significant user frustration, reducing their effectiveness and potentially increasing customer churn. And the IVR is usually the last chance for customers to self-serve. With ClickFox’s Customer Experience Analytics software, you can identify the exact events that are causing your customers to hang up or transfer to an agent. This insight allows you to base your system improvement priorities on facts and to maximize user adoption and customer retention.
Optimizing Speech with Customer Experience Analytics
Improve Speech Recognition Effectiveness by Analyzing Customers' Step–By–Step Actions
ClickFox software can help you answer questions like:
- What is the #1 cause of customer hang-ups? Of transfers to agents?
- What are callers doing most frequently at critical decision points in the IVR?
- Are callers using the system in the way that you expected?
- What are callers trying to do over the phone that isn’t currently available?
- How should you change the IVR to optimize the experience and your bottom line?
ClickFox enhances speech diagnostics by identifying issues that are not related to recognition or grammar. ClickFox finds usability and call flow issues that speech reporting tools cannot.
ClickFox also enables you to measure the impact of these improvements over time to ensure that your customers’ experience is what they want – and what you want—as their needs and your business changes and grows. In addition, ClickFox is unique in its ability to generate specific and actionable recommendations for improving voice system performance via its patent-pending artificial intelligence capabilities.