To redefine customer service through technology, a partnership relation has been reached between ClickFox (News - Alert), the pioneering leader of customer experience analytics software and solutions and Next IT, a major player in the design and implementation of natural language, self-service technology for businesses and organizations.

ActiveAgent, Next IT's flagship product, uses Human Emulation Software to create Virtual Experts that enable organizations like Continental Airlines, Shaw Communications (News - Alert) and the U.S. Army to deliver information to customers with interactive conversation across multiple service channels, such as the Web, contact center, intranet and mobile devices.

Customer behavior and outcomes for the nation's largest telecom, financial services, insurance and utility organizations across all interaction channels are tracked via ClickFox's customer experience analytics. This reveals the true impact of service on operational efficiency, customer satisfaction and retention.

Both the companies represent a departure from traditional customer service approaches that focus more on business and operational goals as opposed to actual customer needs and expectations.

To understand how customers interact with Virtual Experts, to optimize Virtual Expert performance and measure the overall user experience, Next IT will use ClickFox's CEA.

"Both ClickFox and Next IT are enabling more seamless, satisfying customer experiences by dramatically improving the way customers interact with businesses," Fred Brown, founder and CEO of Next IT, said. "As companies struggle to cut costs without sacrificing quality, we are delivering results by enabling highly efficient, satisfying experiences regardless of the channel customers choose. ClickFox's deep domain expertise in customer behavior analysis is a perfect complement to Next IT's customer-focused solutions."

"By viewing experience through the lens of the customer, ClickFox and Next IT have discovered the key to driving truly customer-centric enterprises," Marco Pacelli, chief executive officer of ClickFox, said. "We are thrilled to partner with a company that shares our commitment to an organization's most important asset: its customers."

The way customers can interact with companies in social media channels is also being changed by both companies. ClickFox and Next IT, from enabling consumers to locate and share information about products and services, to analyzing the impact of social media interactions on the enterprise, are continually evolving to meet customer needs and market demand.

In related news, ClickFox has a proven track record of helping world-class service providers dramatically boost operational efficiency and profitability.