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Fortune 500 Energy Services Provider Leverages ClickFox Software and Solutions
Dec 13, 2009 (Close-Up Media via COMTEX) --
ClickFox announced that a Fortune 500 energy services provider is expanding its deployment to include contact center data for more cross-channel analysis across service transactions.
Serving more than 20 million consumers, the organization said it began using ClickFox in 2008 to track and analyze customer behavior on their Web site, particularly with regard to self service, to deliver an online customer experience. Initial analysis delivered insights into how factors like field service, authentication processes and bill payment issues impacted critical metrics like self service containment and first contact resolution.
The recent expansion will integrate existing Web site data with computer telephony integration (CTI) and interactive voice response (IVR) system data for insight into how web task flow processes are directly impacting customer effort, customer satisfaction and operations costs.
"This is one of several utility companies leveraging ClickFox's technology to gain visibility into the complete customer experience, from Web site all the way through to customer service representative," said Marco Pacelli CEO of ClickFox. "With our domain expertise in the utility industry, we have developed a set of best practices around the highest priority issues impacting the customer experience and service levels. With CEA, utility companies can now leverage transactional data from web sites, call centers, and even mobile field devices to identify improvement opportunities that often result in hundred-million dollar savings and increased customer retention for the organization."
ClickFox is a developer of customer experience analytics (CEA) software and solutions.
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