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Leading Energy Provider Expands ClickFox Deployment for Deep Customer Experience InsightATLANTA --(Business Wire)-- ClickFox (News - Alert), the pioneering leader of customer experience analytics (CEA) software and solutions, today announced that a leading Fortune 500 energy services provider is expanding its deployment to include contact center data for more comprehensive cross-channel analysis across service transactions. Serving more than 20 million consumers worldwide, the organization began using ClickFox in 2008 to track and analyze customer behavior on their Web site, particularly with regard to self service, to deliver a more intuitive online customer experience and improved operational efficiency. 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 (News - Alert)) and interactive voice response (IVR) system data for deeper 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 chief executive officer of ClickFox. "With our deep 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's customer base also includes leading organizations in the telecommunications, healthcare, financial services, insurance, technology and retail industries. With more than 500 million customer interactions being processed each month, and projected to grow to 1 billion interactions monthly by 2010, ClickFox is the market leader in processing, analyzing and improving customer interactions across industries and all interaction touch points. ABOUT CLICKFOX ClickFox is the defining leader of customer experience analytics (CEA) software and solutions. Transcending a limited single channel view, ClickFox CEA patented behavioral analysis engine provides a visually intuitive mapping of all customer interactions from IVR, retail, web, and email to agent CRM desktops, handheld devices, and interactive kiosks delivering unparalleled visibility to uncover hidden connections and reveal bottom-line customer insights. Deployed by some of the nation's largest telcos, financial institutions, among other Fortune 500 enterprises, ClickFox has a proven track record of helping world-class service providers dramatically boost operational efficiency and profitability. For more information on ClickFox: Visit our Web site Follow us on Twitter Chat with us on our blog Become a fan on Facebook (News - Alert) Join our group on LinkedIn Email us |
