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Forrester's Customer Experience Forum 2012 (New York, NY)

ClickFox Event

Outside In: The Power Of Putting Customers At The Center Of Your Business

Based on the case studies and analysis in Forrester's upcoming book, this Event will detail specific ways to transform your company so that you can reap the full business benefits of the customer experience revolution. We'll confront a new imperative: creating and nurturing a system of interdependent, self-reinforcing practices that align internal employees and external partners around customers. This is not just the same old "focus on the customer" message. It requires a new way to manage companies, looking deep into every process and incentive to see whether it supports the overall goal: to deliver a great customer experience.

Customer Loyalty Programs: Stats, Facts and Opinions

ClickFox News

For this last week in April, the final week of International Customer Loyalty Month, I want to share several more interesting statistics about customer loyalty. These statistics focus mostly on Business to Consumer types of businesses, and while the numbers may not apply to Business to Business, the concepts do. Read them with the idea of how the concepts apply to your industry and company.

Marketing tech needs Don Draper to be more Cool, not just Critical

ClickFox News

At Forrester's Customer Intelligence Forum in LA, they opened the conference with an interesting exercise -- Asking the audience to vote whether a well-known brand was "cool" or "critical." The results: IBM – critical, Facebook – cool, Pandora and Spotify – critical, Adobe – critical, Salesforce – critical, Pinterest – cool, Apple – cool AND critical

At the conference there were a amazing number of vendors exhibiting. Here is a tiny sampling of companies I managed to spend some time with, along with my quick assessment about whether they are cool or critical.

ClickFox -- AFAIK, ClickFox is still the only company that offers true cross-channel analytics, versus multi-channel. Hugely important in complex contact centers that want to optimize the customer experience. CRITICAL

ClickFox: Apple reigns in customer loyalty

ClickFox News

Survey: Brands consumers love (Apple, Coca-Cola, Amazon and Google) and what drives loyalty

ClickFox News

ClickFox, a firm that analyzes behavior for more than 400 million consumer accounts, has announced the company's findings from its brand loyalty survey. April is customer loyalty month, and ClickFox's survey results shed light on what companies and industries consumers are ClickFox just released results from a brand loyalty survey. It won't shock anyone that Apple was the top pick, followed by Coca Cola in the second spot. Amazon and Google tied for third. Other top brands included Starbucks, Target and Microsoft.

Apple Tops Brand Loyalty Survey

ClickFox News

What consumers value most in a product are quality and customer service. Companies that succeed in creating a brand based on excellent quality and outstanding customer service can charge more for their products, get away with occasional goofs, and depend on their customers to promote the company with the zeal of a convert.

ClickFox Survey Reveals Apple Reigns in Customer Loyalty

ClickFox Press Release

ATLANTA, April 11, 2012—ClickFox, the pioneering leader in experience analytics, today announced the company’s findings from its brand loyalty survey. April is customer loyalty month, and ClickFox’s survey results shed light on what companies and industries consumers are most loyal to, as well as key drivers of brand loyalty.

Twenty percent of respondents singled out Apple as the brand they can’t live without, with Coca-Cola, Google and Amazon also topping the list. Additionally, consumers indicated that they are most loyal to food and beverage companies (58 percent) and technology and gadget providers (51 percent). Conversely, respondents are least loyal to health and fitness companies (44 percent) and wireless providers (43 percent).

Quality and service drive loyalty

Consumers are presented with multiple choices daily when making purchases, deciding between name brands versus generic or reputation versus price. One theme resonated throughout the survey results: Quality and customer service are most important to gaining and retaining customer loyalty.

· Eighty-eight percent of respondents indicated that quality is a key factor in their decision to remain loyal to a brand; 72 percent identified customer service as a top priority.

· Eighty-seven percent of consumers indicated that they would tolerate more from certain companies or brands, such as paying more for a name brand. Respondents noted that a company’s commitment to quality (77 percent) and customer service (62 percent) would cause them to overlook or tolerate more from a company in other areas.

· Forty-eight percent of respondents said that the most critical time for a company to gain their loyalty was when they the make their first purchase or begin service.

“Customers are demanding quality products and top-notch customer service, and they’re willing to pay for it,” said Marco Pacelli, CEO of ClickFox. “Companies need to differentiate themselves by producing quality products and exceptional customer experiences – it is up to them to deliver on their promises by regularly evaluating customer satisfaction and making decisions in real time.”

Loyalty rewards are a missed opportunity

Fifty-four percent of respondents would consider increasing the amount of business they do with a company for a loyalty reward, and 46 percent said they already have. However, the majority of consumers (62 percent) don’t believe that the brands they’re most loyal to are doing enough to reward them.

Follow @ClickFox and #CustomerLoyalty on Twitter throughout April and sound off on what drives brand loyalty. Subscribe to the ClickFox YouTube channel, and check out the latest video, where consumers talk about what keeps them coming back.

About the survey
Between March 7 and March 19, 427 consumers participated in a 10-question survey to share insights into the companies they are most loyal to and what drives their behavior. The full survey report is available for download at http://web.clickfox.com/2012SurveyResults-BrandLoyalty.html and an infographic can be viewed at http://www.clickfox.com/insights/consumer-surveys/brand-loyalty-survey/.

ATLANTA, — ClickFox, the pioneering leader in experience analytics, today announced that CEO Marco Pacelli will present big data insights during a FierceFinance webinar entitled “The Coming Big Data Convergence in Financial Services” on Feb. 16.

“The sheer volume of transactions, interactions and account data makes it increasingly difficult for banks to get timely insights into trends impacting business issues,” said Pacelli. “At ClickFox, we’re enabling financial services organizations to bring order to the complex maze of data that’s been collected for years, and assembling disparate pieces of transactions and interactions to draw a complete intuitive picture.”

Who: Marco Pacelli, CEO, ClickFox

David Frankel, chief marketing officer, EDGAR Online

Chris Edgington, industry solutions manager, banking and financial services, Kofax

When: Thursday, Feb. 16, 2012 from 2 to 3 p.m. EST

What: Big data is poised to reshape financial services. The march of progress on Wall Street, all the way from the founding of New York Stock Exchange to the present, is driven by information. Today, success at just about every level is determined by how well and how fast a company can capture, use and reuse its data. The sheer volume of information at many companies is outgrowing traditional bases and analytic techniques. Those who do not adapt will find themselves at a disadvantage in trading, customer acquisition, business intelligence, marketing, governance, risk, compliance and morATLANTA, — ClickFox, the pioneering leader in experience analytics, today announced that CEO Marco Pacelli will present big data insights during a FierceFinance webinar entitled “The Coming Big Data Convergence in Financial Services” on Feb. 16.

Who: Marco Pacelli, CEO, ClickFox

David Frankel, chief marketing officer, EDGAR Online

Chris Edgington, industry solutions manager, banking and financial services, Kofax

When: Thursday, Feb. 16, 2012 from 2 to 3 p.m. EST

Who: Marco Pacelli, CEO, ClickFox

David Frankel, chief marketing officer, EDGAR Online

Chris Edgington, industry solutions manager, banking and financial services, Kofax

When: Thursday, Feb. 16, 2012 from 2 to 3 p.m. EST

The biggest obstacle to embracing big data? You.

ClickFox News

The technological hurdles to embracing big data are well known at this point — McKinsey & Co. predicted a shortage of nearly 200,000 skilled data analysts by 2018 — but an even bigger obstacle to achieving analytics nirvana might be overcoming a strong anti-data corporate culture. It’s easy to grasp the value of adopting big data techniques, but the changes required to listen to the data and, possibly, to transform a company’s business model take a little more work.

Sprint Uses ClickFox Analytics for Customer Satisfaction Assurance

ClickFox News

Research firm Gartner released an interesting case study that covers Sprint’s use of analytics to keep its customers happy. What the carrier calls the ‘holistic voice of the customer program,’ or VoC for short, is running on ClickFox‘s famed BI software. The big data solutions maker’s portfolio focuses on measuring customer behavior, and providing insight from that via a more comprehensive view of things. That encompasses aspects from social media reactions to the reasons behind calls made to a customer support department.

How Big Data Will Roil the Business World

ClickFox News

Most businesses are little more than collections of fiefdoms presided over by one C-level executive or another. The fiefdoms these executives preside over are usually tied to some central function, such as marketing, finance or manufacturing. But within each fiefdom are any number of principalities presided over by someone who is in charge of a specific function. The one thing that all these fiefdoms and principalities have in common is that they tend to husband data, because, after all, information is power.

Big Data: the Perils, the Promises and a Couple Use Cases

ClickFox News

There are many use cases for Big Data that have nothing to do with getting people to click on ads. Clickfox, for example, has used Big Data and analytics to provide a major telecommunications company with the insight necessary to effectively assist its customers over the web Vs. needing to dial a toll free number because their internet-based “help yourself” service was so ineffective.

6 Questions on Customer Centricity with ClickFox

ClickFox News

Joe Galvin, CMO, is interviewed about Customer Centricity as a part of a series with B/OSS Publisher Danica Cullins around pertinent industry matters, called "6 Questions." Invited responses to six uniform questions will be published regularly on the B/OSS website.

And the Oscar goes to… The IBM Big Data Ecosystem of Business Partners!

ClickFox News

CLICKFOX- Combined with IBM’s Big Data Platform, ClickFox’s cross-channel analytic engine will analyze structured and unstructured data from warehouses to build a visual mapping of product and customer experiences across the enterprise. The experience analytics solution will yield powerful insight into consumer behavior, channel conflict, marketing and sales effectiveness, retention strategies and the impact of product and service issues on customers.

By revealing hidden bottom-line connections between products, touch points, consumers and business outcomes, organizations can reduce costs, increase satisfaction and loyalty and drive revenue and competitive advantage. Organizations benefit from a multi-dimensional view of their business from several lenses, including: employee, customer, product, service, company and influence, and can focus analysis on the most critical areas.

ClickFox CEO to Present on FierceFinance Big Data Webinar

ClickFox Press Release

ATLANTA, — ClickFox, the pioneering leader in experience analytics, today announced that CEO Marco Pacelli will present big data insights during a FierceFinance webinar entitled “The Coming Big Data Convergence in Financial Services” on Feb. 16.

Who: Marco Pacelli, CEO, ClickFox

David Frankel, chief marketing officer, EDGAR Online

Chris Edgington, industry solutions manager, banking and financial services, Kofax

When: Thursday, Feb. 16, 2012 from 2 to 3 p.m. EST

Register for free at: http://www.fiercefinance.com/offer/kofaxfinance?source=clickfox

What: Big data is poised to reshape financial services. The march of progress on Wall Street, all the way from the founding of New York Stock Exchange to the present, is driven by information. Today, success at just about every level is determined by how well and how fast a company can capture, use and reuse its data. The sheer volume of information at many companies is outgrowing traditional bases and analytic techniques. Those who do not adapt will find themselves at a disadvantage in trading, customer acquisition, business intelligence, marketing, governance, risk, compliance and more.

Who: Marco Pacelli, CEO, ClickFox

David Frankel, chief marketing officer, EDGAR Online

Chris Edgington, industry solutions manager, banking and financial services, Kofax

When: Thursday, Feb. 16, 2012 from 2 to 3 p.m. EST

Who: Marco Pacelli, CEO, ClickFox

David Frankel, chief marketing officer, EDGAR Online

Chris Edgington, industry solutions manager, banking and financial services, Kofax

When: Thursday, Feb. 16, 2012 from 2 to 3 p.m. EST

Who: Marco Pacelli, CEO, ClickFox

David Frankel, chief marketing officer, EDGAR Online

Chris Edgington, industry solutions manager, banking and financial services, Kofax

When: Thursday, Feb. 16, 2012 from 2 to 3 p.m. EST

Contact center analytics looks a lot like Big Data

ClickFox News

As enterprises seek to make more sense of complex customer interactions they come to recognize the limits of their siloed legacy data capture systems, and many are turning to new analytics systems that have similarities to IT-based Big Data tools. Some of the concepts behind Big Data have started to leak into the product marketing and messaging of contact center analytics vendors, and some of those contact center analytics vendors have in turn been acquired by traditional telephony vendors looking to solve the siloed data problem. Contact centers are ripe for this kind of effort: they sit at the nexus of multiple data streams but have been slow to make effective use of most of them. Decision-makers who want to position their contact centers as strategic and profit-centric (rather than merely operational and cost-centric) should pay close attention to the changes in how their own IT departments are managing other large corporate data sets.

Will Your Customers Churn After One Bad Service Experience?

ClickFox News

Ah, the dreaded call to customer service. No matter the success of a service interaction in retrospect, most people have had enough poor service experiences that they try to avoid future contact at all costs. Unfortunately, as many companies work to improve their customer support services, horrible past experiences make the service professionals' bad reputation a hard one to overcome

ClickFox stats highlighted in America Gas Magazine "Facts on Gas"

ClickFox News

The America Gas Magazine Feb. 2012 issue published with the ClickFox mobile app stat highlighted in their “Facts on Gas” section. You can see the image below or the full page attached.

The Evolution of Mobile Business Intelligence

ClickFox News

Evolution is a funny thing. Throughout time, plants, animals, people, civilizations and technologies have developed, changed, disappeared and reinvented themselves – reborn in different, more applicable guises. Portable computing power, mobile technologies and indeed Mobile Business Intelligence (BI) are inescapably – by virtue of their very existence – part of that evolutionary cycle.

ClickFox Survey Reveals Telecommunication and Wireless Companies Now Surpass Cable to Ignite Most Customer Frustration

ClickFox Press Release

ATLANTA, Jan. 31, 2011—ClickFox, the pioneering leader in experience analytics, today announced the company’s findings from its second annual Consumer Tipping Points survey. The results highlight what customer service issues frustrated consumers most in 2011 and how they responded to negative experiences.

Twenty-seven percent of respondents indicated they are most frustrated by interactions with telecommunication and wireless companies, followed by cable companies at 20 percent. This is a shift from 2010, where consumers indicated they were most frustrated by interactions with cable companies (25 percent), followed by telecommunication companies (10 percent).

Consumers value efficiency

Even as consumers are presented with new options for interacting with companies, such as social media or mobile applications, the basic tenets of customer service  efficiency, effort and courtesy  remain essential.

• Forty-two percent of consumers are most frustrated when they have to speak with multiple customer service representatives and start over every time.

• Ten percent are most frustrated by being kept on hold for long periods of time, dealing with rude or inexperienced representatives or service technicians (9 percent) and not getting what they need on the first try (7 percent).

Unhappy customers have a ripple effect on organizations

Sixty-eight percent of respondents would tell family and friends about a negative customer service experience or post comments via social media, while only 27 percent will tell the company directly through a satisfaction survey, demonstrating that companies aren’t getting a true picture of dissatisfaction. This word of mouth can infect a business; more than 60 percent of consumers are influenced or very influenced by other consumers’ comments about companies, according to ClickFox’s 2011 Social Media for Customer Service Survey.

Poor customer service directly impacts the bottom line

Thirty-five percent of consumers would cease doing business with a company after a poor customer service experience. Even more concerning, more than 80 percent of customers who reached their breaking point after a bad customer service experience indicated that they were established customers. Conversely, exceptional customer service drives greater revenue; 15 percent of consumers said they would purchase additional products and services when they receive exceptional service.

“It’s imperative for companies to listen to their customers and take action to improve the overall customer experience,” said Marco Pacelli, CEO of ClickFox. “Highly saturated, commoditized industries such as telecommunications need to shift their focus from acquiring new customers and fight to keep the ones they have.”

About the survey

Between Nov. 22 and Dec. 15, 443 consumers participated in a 10-question survey to provide insight into trends about customer service frustrations and consumer reactions. The full survey report is available for download at http://web.clickfox.com/2011SurveyResults-CustomerTippingPoint.html.

T-Mobile's Former CIO on How Big Data is Reshaping the C-Suite

ClickFox News

In this series of articles about Big Data in the C-suite, I will explore how the availability of Big Data, along with new methods of Data Science for exploring it, are changing long-accepted management paradigms, and provoking organizational change.

Part of my inspiration for this series comes from the idea of High-Resolution Management, a concept created by Swiss professors Elgar Fleisch and Christian Flockmeier. The opening salvo of this thesis is that old management paradigms were based on information scarcity. We are now in a transition from an age of information scarcity to an age of information abundance. But our management paradigms have not changed as much as they could. The media is abuzz about business intelligence (BI), data science, and advanced analytics, all of which reflect attempts to use more information.

Curing the Big Data Fetish

ClickFox News

The idea that big data is going to change business is gradually taking hold in the ranks of senior management, and budget dollars are starting to flow. But there is a massive mismatch between how money is being spent and the support needed for activities that will create business value from data.

The problem is an enduring fetish to store big data without making plans for how it will be used. Sometimes, this takes the form of massive Storage Area Networks that are used to stockpile new forms of raw data. In other cases the fetish is realized in a huge expansion of a data warehouse that is ill-suited to handle the multi-structured form of most new big data sets. One popular way to express lust for big data for its own sake is to create a gargantuan Hadoop cluster.

Service at Your Fingertips

ClickFox News

As an increasing number of consumers interact with apps, companies must treat their apps as important contact channels and optimize the app service experience.

More than ever, consumers are interacting with companies via mobile apps. In fact, in a recent study from ClickFox, nearly 73 percent of respondents said they've used a mobile app to make a purchase.

Survey Findings: Mobile Apps for Customer Service

ClickFox News

The explosion of mobile apps has created a huge demand from smartphone users and given organizations a fresh new revenue stream as they inform, engage, market and sell to tech-savvy consumers. Mobile apps provide a unique platform for companies to build their brands, improve customer and increase competitive advantage, but they also can serve as another customer service touch point like the web or contact center, empowering customers with convenient, on-the-go self-service features.

Marco Pacelli of ClickFox: Research Interview

ClickFox News

In this recap of a research interview, Marco Pacelli, CEO of ClickFox, along with Tom Wheeler, SVP of Research and Development, and Joe Galvin, CMO, explain the present and future of analytical apps.

One of the ways that companies are going to get value out of the deluge of big data is by buying general purpose tools to manipulate big data and perform various types of analysis. Hadoop vendors (Cloudera, MapR, Horton Works), Splunk, 1010data, Teradata Aster, EMC Greenplum, Revolution Analytics and a host of others fall into this category. Another way to put big data to work is buy an analytical applications like ClickFox, MetaMarkets, and a few others that are aimed at gaining value out of a specific type of big data that holds significant promise.

Pay Heed To The 'Age Of The Customer'

ClickFox News

Concepts like engagement, customer experience, and brand advocacy are all quite familiar to digital marketers. But during the course of a recent, 60-minute microconference, "The New Experience Economy," 20 speakers fit these topics into a framework that provides a new way to see how they work together.

Customer experience management speak: The facts are in the fluff

ClickFox News

A recent webinar entitled The New Experience Economy, presented 20 industry experts offering insights on what companies need to do get their customer experience management programs in shape.

The webinar, produced by ThoughtLead and sponsored by ClickFox , a maker of customer data analytics software, had the curious effect of over-stimulating my brain and making me want to take a nap at the same time. The sheer volume of information put me on high-alert, but some of the content was so fuzzy and warm that I could have nodded off in the comfort of such phrases as “creating a memory” and “self-actualized customers.”

A recent webinar entitled The New Experience Economy, presented 20 industry experts offering insights on what companies need to do get their customer experience management programs in shape.

Getting More Customer Love With Analytics

ClickFox News

Your customer’s experiences with your brand are like footprints in the sand. As fast as they are made, they are quickly washed away. As a result, you are left with very little information to understand why your customers are happy or upset. A new discipline of marketing analytics is available that records what customer experiences lead to increased satisfaction, loyalty, higher campaign response rates, and improved sales. The core of this new practice is to develop a system that tracks customer experience everywhere your customer reaches out to you.

Infographic: Mobile Apps and Customer Engagement

ClickFox News

ClickFox has put together an infographic on the effectiveness of mobile apps for customer engagement. If you're deciding whether your business need a mobile app, you might want to take a look at this as additional data. If you're in dining, maybe not. If you're in mobile banking, and looking at an iOS app, maybe so.

Customer Experience Virtual Conference to Showcase 20 Thought Leaders Revealing Fundamental Transformations, Disruptive Ideas Over Coming Decade

ClickFox Press Release

November 10 Live Broadcast: The New Experience Economy, Featuring Insights from Adobe, IBM, Best Buy, Forrester Research and more

ATLANTA, Nov. 8, 2011 – The New Experience Economy virtual conference will unveil exclusive videos from 20 thought leaders, along with a new model for understanding customer experience, on Thursday, Nov. 10 from 1-2 p.m. EST. This free event will feature speakers from organizations including IBM, Adobe, Sprint, Best Buy, and Forrester, as well as New York Times best-selling author Joe Pine, who originally coined the term “the experience economy.”

The event, which is sponsored by ClickFox, the leader in a new breed of customer experience analytics, will explore the major shifts that have occurred since Pine and his co-author, Jim Gilmore, originally published The Experience Economy.

Speakers will examine trends changing the face of today’s experience economy, ranging from Big Data Analytics and context-accumulating technology to social media customer service and community-driven product research, development, and innovation. Presenters include:

B. Joseph Pine II, author, “The Experience Economy” and “Infinite Possibility”
Brian Solis, author, “The End of Business As Usual”
Kerry Bodine, Vice President, Principal Analyst, Forrester
Chip Conley, Founder, Joie de Vivre
Jeanne Bliss, author, “I Love You More Than My Dog”
Jeff Jonas, Chief Scientist of IBM Entity Analytics Group
Kevin Cochrane, VP of Enterprise Marketing, Customer Experience, Adobe
Lance Williams, Director of Customer Management, Sprint
Marco Pacelli, CEO, ClickFox
Peter Merholz, Founder, Adaptive Path
Stefan Tornquist, VP of Research (US), Econsultancy
Steve Rubel, EVP Global Strategy and Insights, Edelman

Tom Huston, Digital Editor at ThoughtLead, the think tank and marketing agency producing the conference, will help explain these shifts through a new model he calls “The Integral Customer Experience,” or ICX. The model aims to make deeper sense of the radically changing and evolving nature of customer experience in an increasingly complex economy.

Brian Solis, author of The End of Business As Usual, underscores the fact that customer experience is currently undergoing fundamental changes—and will continue to in the years to come. “The future of your business, your brand, is not created in a top-down, one-to-many monologue style,” he says. “This is the age of the connected customer. This is the age of servicing an audience with an audience of audiences. In fact, these individuals are more connected than even the most traditional media.”

Click here to register now for free. Participants can submit comments and questions via Twitter by using the hashtag #newexp their tweets, which may be answered as part of a live Q&A with ClickFox CEO, Marco Pacelli, and Econsultancy VP of Research (US), Stefan Tornquist, at the end. Those who register but are unable to participate in the live event will still receive access to the video replay, MP3 recording, and PDF transcript.

ClickFox Helps Guide Evolution of Customer Experience

ClickFox News

ClickFox is helping to create and maintain an overall positive customer experience by joining the Customer Experience Professionals Association (CXPA). ClickFox specializes in a new breed of experience analytics and CXPA creates a better understanding of the customer experience discipline by supporting the professional development of its members.

The organization advances the field by providing research and education, establishing standards, offering networking and career opportunities and promoting the industry.

Marketing’s Role In The Customer Experience Ecosystem

ClickFox News

I recently sat down with Rob Strickland, president of Strickland Consulting and former CIO of T-Mobile USA, to get his thoughts on how organizations can and should be using marketing to help drive customer satisfaction and engagement.

Big-Data Success Stories: ClickFox

ClickFox News

Companies blame bad service in their call centers for lost business, but that’s not the problem, says ClickFox Chief Executive Marco Pacelli: “If the call already got to the agent, it’s too late.”

ClickFox, whose software helps companies understand how customers interact with their businesses, was founded back in 2000 as a Web analytics company using technology from Georgia Tech. Since then, ClickFox expanded its scope well beyond the Web and expects to finish the year with sales at or above $35 million. Next year, it sees revenue growing to between $60 million and $70 million for its subscription service

Fine-tuning the Data Warehouse

ClickFox News

Hardly anyone these days disputes the need for data warehousing as a means to preserve institutional knowledge. Big Data, however, begets Big Data management headaches, so the quality of your warehouse management and analytics software often spells the difference between a highly valuable repository and a data dumping ground.

Combination of Industry-Leading Data and Analytics Solutions Drive Greater Business ValueCombination of Industry-Leading Data and Analytics Solutions Drive Greater Business Value

ClickFox and Teradata Partnership Offers New Platform for Turning Big Data into Actionable Customer Experience Insights

ClickFox Press Release

ATLANTA – September 29, 2011 – ClickFox, the defining leader in a new breed of experience analytics, today announced a technology partnership with Teradata Corporation (NYSE: TDC), the world’s leading analytic data solutions company focused on Integrated Data Warehousing, Big Data Analytics, and Business Applications. The complementary technologies of ClickFox customer experience analytics and Teradata analytic data solutions will enable more users across the enterprise to benefit from near real-time intelligent data and sophisticated insights.

The partnership will focus on the expansion of both traditional customer data from call centers and interactive voice response (IVR) systems and new data sources like social media, mobile applications, and e-commerce; areas that have become critical to understanding consumer behavior and perceptions. ClickFox’s unique ability to leverage data from any source, structured or unstructured, for customer interactions across channels to existing BI and analytics application insights, offers businesses a powerful enterprise-wide view of critical trends, correlations and outcomes.

Marco Pacelli, chief executive officer of ClickFox, stated, “Teradata recognizes the tremendous value of providing cross-channel customer and product experience analysis of data to its customers. Now Teradata customers will gain an even greater competitive edge with our next-generation analytics platform that will allow them to improve loyalty, raise revenue, cut costs, enhance reputation, drive business strategy and predict future needs – all with breakthrough speed and scalability.”

ClickFox will be a sponsor at the 2011 Teradata PARTNERS User Group Conference & Expo, in San Diego, CA from October 2-6. Stop by Booth 231 in the Expo Hall to learn more about the power behind ClickFox and Teradata’s advanced data analytics solutions.

5 Businesses That Will Live (Or Die) By Social Media

ClickFox News

If you work in the retail business, you probably already know how important social media is to your company. But a new survey suggests several other industries are at a tipping point between interacting with their customers online and offline.

The study, conducted by the customer experience analytics company ClickFox, found five industry groups in which people havesought customer service in high numbers, which I define as more than 30 percent.

“What is Customer Satisfaction—Really?”

ClickFox News

High customer satisfaction translates to customer loyalty, and loyalty is one of the biggest drivers of corporate growth. Let’s face it – customer satisfaction is at an all-time low in our country. So, what exactly is going on?

Is Social Media Just Another Customer Service Interaction Silo?

ClickFox News

Social media is all the rage lately with new solutions, companies and “gurus” popping up everywhere. There’s no denying that social media has revolutionized the way companies listen to and engage with their customers, but there is also no consensus about its true impact and ROI. Many have claimed social media will eventually boil down to just another method for marketers to shove their agenda down consumers’ throats. Some say it’s the only way companies will do business in the future. So where’s the truth? Well, somewhere in the middle, of course.

Social Media and Service Integration Spells Support Savings

ClickFox News

A recent study highlights the cost of customer support and how social media can ease service spending. Customers can be your company's greatest advocate or biggest critic. Increasingly, they're taking their opinions online, unleashing waves of praise or discontent throughout the social sphere, causing immediate ripples of positive or negative press. Many of these customers are expecting companies to respond

Another Reason To Go iPhone: It's Cheaper to Support

ClickFox News

Users already seem to have decided that the iPhone is the way to go when it comes to smartphones, but IT isn't always so convinced. Here's something that might help IT skeptics relax: iPhones require less support than Androids and BlackBerrys. So says ClickFox, a firm that analyzes customer experience data to identify problems. ClickFox analyzed the support calls related to smartphones received by the North American carriers, and after factoring out the questions related to billing and carriers' various plans, it found a startling pattern: iPhones cost less to support than Android devices and BlackBerrys.

Applying Data Analytics to Customer Experience and Service on Social Media

ClickFox News

Recently we interviewed Amir Dekel, Director of Marketing and Communications for ClickFox, a provider of "customer experience analytics." In results just released concerning a survey they'd administered to a broad group of client customers and employees, they discovered perceptions of social media as a customer service channel. The social media-centered part of our interview is available on our sister site, Social Media Today.

ClickFox Says Android and RIM Carry Extra Support Costs [Infographic]

ClickFox News

According to ClickFox, a customer experience analytics company, Android and Blackberry phones require a lot more handholding by wireless companies than iPhones. Based on an analysis of more than 250 million wireless subscribers in the U.S., the costs are about $4 more per subscriber annually.

Survey Results: Perceptions of Customer Service Delivered Through Social Media

ClickFox News

ClickFox describes its offering as "customer experience analytics." Recently, in cooperation with the Edelman public relations firm, they conducted a survey across businesses and customers on perceptions of customer service delivered through the use of social media. The results are interesting, which led us to request an interview with a ClickFox representative who would answer questions about the deeper implications of the results.

Sprint’s Knowledge Advantage

ClickFox News

"We use ClickFox to understand how our customers do business with Sprint. This increased visibility allows us to identify IVR usability, call routing, and process improvement opportunities. We use the information to address different types of customer inquiries to optimize the experience across [customer] care, the Web, and retail channels to make it easier for our customers to do business with us."

30 Second MBA: What Do You Wish You Knew Before You Started Your Company?

ClickFox News

Marco Pacelli, CEO of ClickFox, answers this business question at 30SecondMBA.com.

ClickFox Research – What is the root cause of detractor formation?

ClickFox News

The folks over at ClickFox have been doing some interesting customer experience industry research of late. The most interesting I have been exploring is their “Customer Tipping Survey”.

Yes, Customers Are Willing to Use Social Media for Customer Service [Infographic]

ClickFox News

One of the issues facing social business and social CRM strategies is the issue of whether customers want to use social media as means for getting customer support. As of now, the phone is still the most common way to provide support. But would customers be willing to engage in other ways? An infographic from customer experience analytics firm ClickFox organizes research on the subject and finds that two in three customers would be willing to use social media for customer service if they understood the tools better. The infographic also breaks down the cost per interaction of various types of engagement, and finds website visits to be the cheapest by far.

Special Focus: Improving Productivity Via Simplified Self-Service Authentication

ClickFox News

IVR and web self-service systems have long been excellent contact center productivity-enhancing tools by handling calls that would have been answered or made by live agents at a fraction of the interaction costs. They can boost customer satisfaction by providing queueless responses. And one of the most important factors in enabling self-service functionality is authenticating customers when they use them; it is also key in providing effective customer service. Unfortunately, effective authentication has been too often overlooked, reports a new ClickFox (News - Alert) (www.clickfox.com) study, “The Impact of Authentication on Customer Experience and Operational Costs”, prompting customers to reach out to live agents.

QBE FIRST Partners with ClickFox to Enhance Customer Experience

ClickFox Press Release

ATLANTA, GA – July 11, 2011 -- ClickFox, the emerging leader in a new breed of customer experience analytics (CEA) software and solutions, today announced a strategic partnership with QBE FIRST, a member company of the QBE Insurance Group, delivering specialty insurance and technology-enabled solutions to the mortgage, housing and financial services industries. As a result of the agreement, QBE FIRST will leverage ClickFox’s industry-leading analytics solution to get a clear, cohesive view of its customers’ experiences across many touch points.

“At QBE FIRST, we pride ourselves on leveraging technology to improve the quality of our customer interactions,” said Carla LaMorta, CIO for QBE FIRST. “We use many technologies to make working with us convenient for customers (such as interactive Web sites, e-mail, and phone calls, and electronic faxes). This makes it challenging for us to get a holistic view of the opportunities we have to further enhance the customers’ experience. The information ClickFox will provide us will help us increase both the responsiveness and effectiveness of the services we provide our customers. This is a crucial part of our strategic emphasis on operational excellence and exceptional customer experience.”

“Based on our years of experience with the top insurance organizations in North America, we have established unrivaled domain expertise that ensures all insurance providers can quickly and effortlessly see high impact from experience analytics,” said Marco Pacelli chief executive officer (CEO) of ClickFox. “By unlocking highly valuable data – both structured and unstructured - CEA delivers a 360-degree view of customer and product experiences on a daily basis. Within weeks this insight transforms how the organization reacts to customer and business needs, resulting in significant cost savings and bottom-line returns.”

ClickFox’s customer base includes leading Fortune 500 organizations across the wireless, financial services, telecom, cable, utility and insurance industries. Analyzing behavior for over 400 million consumer accounts across every channel available to consumers today, ClickFox is helping its customers improve loyalty, raise revenue, cut costs, enhance their reputations, drive business strategy and improve prediction of future needs – all with breakthrough speed and scalability, and with rapid deployment.

4 Ways to Connect the Customer Service Dots

ClickFox News

Consumer expectations are at an all-time high, continuing to mandate how shoppers want to be serviced and treated. The question is, how do consumers react when companies fall short in delivering the expected level of customer experience?

Build More Intuitive Self-Service

ClickFox News

Organizations across industries continue to encourage and deliver more self-service options via websites, kiosks, and automated phone systems in order to cut live-support costs and give consumers more control over their experiences. However, many are failing to design systems and processes with the customer in mind. That translates to increased operations costs and customer frustration and dissatisfaction.

ClickFox Adds Advisory Board, Pushes Innovations in Big Data BI

ClickFox News

Big data analytics is drawing a lot of attention, both from the direction of businesses looking to monetize their data, and solutions providers working around developing increasingly sophisticated and comprehensive offerings. ClickFox, a maker of customer experience analytics software, is one of those solutions providers, offering its behavioral analysis engine to analyze “all customer interactions.” The company today announced that it has formed an Advisory Board that includes execs from several high profile companies: Rob Strickland, former chief information officer of T-Mobile, president of Strickland Consulting and founding member of the ClickFox advisory board, Jeffrey Papows, PhD, president and chief executive officer of Weblayers, Inc., Rob Davis, founder of VIA Partners, LLC, Stan McKee, former chief financial officer of Electronic Arts Inc.

ClickFox Announces Formation of Advisory Board

ClickFox Press Release

ClickFox, the emerging leader in a new breed of customer experience analytics (CEA) software and solutions, today announced the creation of its advisory board with experts from Electronic Arts Inc ., T-Mobile, Weblayers and VIA Partners. These four business and technology leaders will provide strategic insight and counsel to support ClickFox's rapid growth in defining how companies map the complex maze of customer experience journeys formed by interactions at every touch point.

The distinguished executives bring ClickFox a wealth of technology, market and operational insights from industries highly relevant to ClickFox. The advisors include:

Rob Strickland, former chief information officer of T-Mobile, president of Strickland Consulting and founding member of the ClickFox advisory board
Jeffrey Papows, PhD: president and chief executive officer of Weblayers, Inc.
Rob Davis, founder of VIA Partners, LLC
Stan McKee, former chief financial officer of Electronic Arts Inc.

For full bios of each advisory board member, please visit: http://www.clickfox.com/about-us/advisory-board

"We assembled a team of innovative thought leaders who recognize the singular potential of ClickFox to enable true cross-channel customer experience analysis," said Marco Pacelli, chief executive officer of ClickFox. "Their wealth of knowledge and skills will help us drive the growth of the next generation of experience analytics."

Rob Strickland, president of Strickland Consulting, added, "ClickFox is doing something truly unique in the analytics marketplace - enabling enterprises to view experience from the customer's point of view - across all channels and interactions. This represents a new and innovative model that gets to the heart of the most critical issues impacting customer satisfaction, retention and revenue for significant bottom-line results. I share their vision for delivering complete understanding and insight into today's consumers."

ClickFox's customer base includes leading Fortune 500 organizations across the wireless, financial services, telecom, cable, utility and insurance industries. Analyzing behavior for over 400 million consumer accounts across every channel available to consumers today, ClickFox is helping its customers improve loyalty, raise revenue, cut costs, enhance their reputations, drive business strategy and improve prediction of future needs - all with breakthrough speed and scalability, and with rapid deployment.

What Makes Your Blood Boil?

ClickFox News

Has a customer service experience ever made you want to scream? You’re not alone. As consumers, we have high expectations for the companies we invest our money in. And when they fail on service, send us through migraine-inducing communications loops and waste our time, we’re frustrated and disappointed and we want to take action.

ClickFox Leads Customer Experience Analytics Market, Grows Sales Team

ClickFox News

In an effort to address the growing need for better customer intelligence tools to improve service and streamline business among Fortune 500 customers, Clickfox, a leader in customer experience analytics (CEA) software and solutions, proudly announced the foundation of a top sales talent from software giants Oracle, SAP, IBM, Salesforce.com and couple of others.

ClickFox Triples Sales Team to Address Emerging Experience Analytics Market

ClickFox Press Release

ClickFox, the emerging leader in a new breed of customer experience analytics (CEA) software and solutions, today announced that it has created a team of top sales talent from software giants Oracle, SAP, IBM, Salesforce.com and others to address the growing need among the Fortune 500 for better customer intelligence tools to improve service and streamline business.

The new hires, attracted to the ClickFox solution and market opportunity over the past six months, comprise a powerful direct sales team to help clients analyze and solve the growing challenges in an increasingly complex customer experience environment. Unlike business intelligence tools, ClickFox links disjointed, cross-channel data to fully understand and analyze customer behavior in a holistic view.

"Most big companies unfortunately are observing their customers through ‘business intelligence' or analytics silos -- web experience, store experience, phone calls, etc, all separately. But their customers buy, rate, and leave based on the collection of their experiences across all those channels combined," said Sefton Cohen, VP of worldwide sales at ClickFox. "The limited view leads managers to flawed decisions, wasted investments and worst of all, unhappy customers. ClickFox is changing all that by providing something unprecedented -- a full 360 degree view, along with ‘instant playback,' so managers can quickly see every single factor in a customer experience with their company."

According to the 2009 IBM Business Analytics and Optimization for the Intelligent Enterprise Study, one in three business leaders frequently make decisions without the information they need. Half don't have access to the information they need to do their jobs. Additional studies echo the need for experience analytics:

By 2018 there will be a shortage of 140-190K deep analytics positions and 1.5 million managers and analysts to handle all the data we are generating - McKinsey Global Institute, "Big data: The next frontier for innovation, competition, and productivity," May 2011
Companies that excel at finance efficiency and have more mature business analytics and optimization outperform their peers, with 49 percent higher revenue growth, 20 times more profit growth and 30 percent higher return on invested capital - IBM's "Bringing Smarter Computing to Big Data"

ClickFox software today is analyzing an estimated billion interactions a month for 400 million customer accounts. ClickFox clients are improving loyalty, raising revenue, cutting costs, enhancing their reputations, driving business strategy, and better predicting future needs - all with breakthrough speed and scalability, and with rapid deployment.

Working with ClickFox, Fortune 500 leaders collectively have added more than $1 billion to their bottom lines across the financial services, telecom, cable, utility, and insurance industries.

Failed Phone Authentication Costs Companies Money: Clickfox Report

ClickFox News

Analytics company ClickFox released its latest Customer Experience Analytics Insights report, which focuses on customer service phone systems. It turns out that 10 percent of all customers are transferred to an agent due a failed authentication attempt by the system. Assuming that each such call would cost a company $5, the firm reckons that closing that 10 percent gap would save organizations an average of more than $13 million per year.

ClickFox Reveals Customer Identification Pitfalls During Self-Service

ClickFox News

ClickFox today released its latest Customer Experience Analytics Insights report, revealing that 10 percent of all customers who call into an automated phone system will be transferred to an agent because of a failed authentication attempt. Assuming a cost of $5 per call, closing this gap could save companies more than $13 million per year, the research suggested.

The ClickFox Experience, From Funding to New Apps

ClickFox News

ClickFox, the customer experience analytics company, has had quite a year so far, with a fresh round of funding, among other things. The $18 million in funding was received as a part of Series C round, and is a significant financial boost to the company. The funding was offered through a syndicate spearheaded by Morgan Stanley Alternative Investment Partners due to the reason that ClickFox is making good growth in its niche.

The ClickFox Experience | Q1 2011 Newsletter Published

ClickFox News

We just published our Q1 2011 newsletter and wanted to share it with site visitors and blog readers. Feel free to share the link with your colleagues as well.We just published our Q1 2011 newsletter and wanted to share it with site visitors and blog readers. Feel free to share the link with your colleagues as well.

Video: Gartner urges business to integrate social media and CRM

ClickFox News

The integration of social media and CRM technology will give businesses an unprecedented ability to build deep relationships with their customers within a few years, according to analyst Gartner.

ClickFox CEO Marco Pacelli Explains the Whitespaces for Startups in Big Data

ClickFox News

Marco Pacelli is a five time entrepreneur. At #strataConf 2011, he explains to John Furrier and Dave Vellante in #theCube what he sees as the areas that startups looking to apply their big data expertise to problems that are prevalent in the enterprise.

Wikibon CTO Award for best enterprise infrastructure technology innovations of 2010

ClickFox News

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ClickFox on Big Data Realism and Future of Customer Analytics

ClickFox News

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Real-time data analytics from customer interactions

ClickFox News

At a recent EMC product launch in New York, there was a customer question and answer session for industry analysts with four of EMC's leading edge customers. One customer, Marco Pacelli, was the CEO of ClickFox, a company providing real-time data analytics to retailers, telecoms, banks and other high transaction volume companies.

Customer Infographics from 2010

ClickFox News

Information graphics have become a popular communication medium for a wide variety topics. While many of the most popular infographics focus on technological and social trends, there were several customer-centric illustrations this year that evoked important discussions and furthered the customer experience movement.

Mapping of Customer Interactions Now Possible with ClickFox Solutions

ClickFox News

In today's data-fueled enterprise, where data is collected faster than it can be analyzed, the data and analytic space has been redefined by ClickFox. It has effectively broken down the organizational silos and moved analytics up the value chain, and achieved record growth in 2010 with its collective customer cost savings that add up to billions of dollars.

ClickFox Continues Growth and Momentum in Analytics Space

ClickFox Press Release

ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, today announced that it achieved record growth in 2010, with their collective customer cost savings totaling billions to date. CEA currently analyzes nearly one billion customer interactions per month across retail stores, web sites, call centers, chat, mobile applications and more from the nation's largest banks, wireless telcos, and utility and insurance providers serving nearly 300 million consumers.

Following a recent Series C funding round led by Morgan Stanley, ClickFox will further accelerate its growth in 2011 by expanding its reach into global markets and further developing its core analytic technology to scale to near real-time capabilities for true predictive business intelligence. As enterprises collect more and more customer data, ClickFox remains poised to lead as the only solution on the market that can deliver a single, powerful view of customer experience across channels for dramatically reduced costs, improved customer satisfaction and increased retention.

ClickFox will continue to leverage expertise from data storage and warehousing industry leaders to address the growing challenges associated with massive volumes of data scattered across the enterprise, business units and technology tools. "ClickFox has been solving Big Data challenges for years with its innovative, patented approach to analyzing and modeling structured and unstructured data from any data source to drive powerful business impact at Fortune 500 organizations ", said former T-Mobile CIO and member of ClickFox's advisory board, Robert Strickland. "I cannot imagine any company that is truly serious about their customer experience not leveraging this technology. By making sense of all channels of customer data and rapidly identifying the most critical areas impacting consumers and the business, ClickFox is effectively breaking down organizational silos and moving analytics up the value chain in today's data-fueled enterprise."

ClickFox will also continue to expand its strategic partnerships to include social media monitoring and analytics companies to deliver the first end-to-end social CRM solution that leverages customer behavior insight to push out highly targeted communications via communities and networks.

"With each additional customer added and more sophisticated deployments involving emerging channels like social media and even mobile field service devices, we are revolutionizing the way consumers interact and engage with companies today for stronger, more profitable customer experiences and relationships," said Marco Pacelli chief executive officer of ClickFox. "The power of our solution has delivered billion-dollar change in today's most customer-centric companies and is being touted as the ‘holy grail' in the data and analytics space."

ClickFox's customer base - which now includes two of the Big Four banks, nearly all of the North American wireless providers and a growing number of Fortune 500 energy/utility organizations - also comprises leading organizations in the telecommunications, healthcare, financial services, insurance, technology and retail industries. With nearly 1 billion customer interactions being processed monthly, ClickFox is the market leader in processing, analyzing and improving customer experience across industries and all interaction touch points.

Analytics Player ClickFox Secures $18M in Financing from Morgan Stanley

ClickFox News

ClickFox, a leading provider of customer experience analytics (CEA) software and solutions, secured $18 from a syndicate led by Morgan Stanley Alternative Investment Partners (AIP). The company said in a release that in addition to strengthening its leadership position in the analytics space, the financing will support the company's continued growth and expansion in the rapidly growing and evolving marketplace.

ClickFox Raises $18M, Helps Clients Get A Cross-Channel View On Customer Behavior

ClickFox News

ClickFox realizes that customers engage with companies through a variety of service channels these days, from visiting a website, voice calling and online chat applications to kiosks, retail stores and mobile apps and websites, and aims to serve its clients with a cross-channel dashboard for keeping tabs on this complex tangle of touchpoints in order to gain insights into how and why customers behave the way they do.

ClickFox to spend $18 million Series C round on research and development in social media space

ClickFox News

The already profitable company provides customer service analytics at all interaction points--interactive voice response (IVR), Web agent, chat, and retail/point-of-sale (POS). The next step for ClickFox is to invest further in research and development, especially in relation to social media analytics.

ClickFox Secures $18 Million in Series C Funding from Morgan Stanley

ClickFox Press Release

In a move that further solidifies its leadership position in the analytics space, ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, today announced it has raised $18 million in financing from a syndicate led by Morgan Stanley Alternative Investment Partners (AIP). The financing will support the company's continued growth and expansion in the rapidly growing and evolving marketplace.

ClickFox, which has already achieved profitability, will use the new funds to expand its sales and marketing efforts globally, building on its early leadership position in the telecom, banking, insurance and energy/utility industries. As ClickFox continues to expand its customer base, these investments will be key to deepening its growing repository of customer behavior data representing over 240 million consumers. ClickFox's aggressive plans to expand globally into European and Latin American markets will meet the growing demand for customer experience analytics and expertise.

ClickFox will also focus heavily in accelerating research and development to stay ahead of the industry curve, including expanding into social media analytics, and deepening its core analytics engine to fuel rapid access to insight for proactive and predictive analysis that anticipates and answers consumer needs.

As companies continue to grapple with the challenges presented by large volumes of disparate data across the enterprise, ClickFox is the only market solution able to deliver the powerful cross-channel insights needed to enable more informed, impactful business decision-making that directly impacts customer satisfaction, retention and the bottom line.

"We recognize the enormous potential and value of data in today's enterprise", said Jamey Sperans, Managing Director of Morgan Stanley AIP. "But too often this data is 'trapped' inside separate functional areas and difficult to understand in any holistic way. Clickfox's innovative solutions break down internal silos to enable companies to operate in a truly customer-centric way. We believe Clickfox is literally transforming the way some of the largest, most consumer-savvy businesses in the world analyze - and act upon - the wealth of customer and customer transaction data they capture in the normal course of operations."

"The tremendous growth ClickFox has experienced over the years is a testament to the enormous power and value of our unique approach to analytics and further underscores our ability to drive unparalleled business impact to leading Fortune 1000 companies," said Marco Pacelli, CEO of ClickFox. "Leading investors like Morgan Stanley AIP understand the critical role that analytics play in today's enterprise and recognize the potential of ClickFox as the next generation in the enterprise software market."

ClickFox's customer base - which now includes two of the Big Four banks, nearly all of the North American wireless providers and a growing number of Fortune 500 energy/utility organizations - also comprises leading organizations in the telecommunications, healthcare, financial services, insurance, technology and retail industries. With nearly 1 billion customer interactions being processed monthly, ClickFox is the market leader in processing, analyzing and improving customer experience across industries and all interaction touch points.

Fast-growing data miner ClickFox raises $18M

ClickFox News

An Atlanta-based software company that helps businesses improve customer experience has raised about $18 million from Morgan Stanley and other investors. ClickFox Inc. helps Fortune 2000 firms analyze customer interactions whether they occurred at a store, online or over the telephone. Using that data, corporations can improve the customer experience, helping boost satisfaction, reduce churn, lower costs and boost revenues.

ClickFox Continues to Expand Dominance in Utility Industry with Addition of Leading Canadian Energy Provider

ClickFox Press Release

Canadian energy company will leverage customer experience analytics for customer service transformation.

ATLANTA, GA - November 11, 2010 -- ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, today announced a multi-year contract with a leading energy company to address one of the primary strategic goals of the organization: optimizing the customer experience across touch points to constantly meet and exceed customers' expectations.

The organization which serves millions of residential, commercial, and industrial customers will leverage CEA to analyze the end-to-end customer experience through each communication channel to gain a deep understanding of key customer behaviors, preferences and trends not possible with traditional analytics. This leading energy provider is already analyzing customer segmentation and behavior across their web site, IVR platform and contact center agent interactions to identify opportunities to improve self-service success, first contact resolution and customer satisfaction. With access to this never-before-possible cross-channel insight, they will utilize CEA as their "compass" for understanding and impacting the complete customer experience.

Future areas of analysis will focus on customer behavior related to outbound marketing campaign effectiveness and adoption and usage of more cost-efficient, green-friendly service initiatives like paperless billing programs.

With the addition of this customer, ClickFox is expanding its footprint in the energy/utility industry with an established roster of leading Fortune 500 energy companies as well as several leading regional energy providers leveraging Customer Experience Analytics (CEA) on a daily basis to monitor key customer behavior trends and patterns for nearly 20 million utility consumers in North America.

"Utility enterprises are really emerging as innovators in customer experience transformation because they recognize the impact of today's multi-channel service challenges, and they are already seeing the power of analyzing the complete customer experience, not just parts of it," said Marco Pacelli chief executive officer of ClickFox. "Our deep industry expertise allows us to focus on the areas we've identified as being the most critical to utility consumers and having the most impact to utility businesses for collective savings that exceed over $50M in the last 2 years alone."

ClickFox's customer base also includes leading organizations in the telecommunications, healthcare, financial services, insurance, technology and retail industries. With nearly 1 billion customer interactions being processed monthly, ClickFox is the market leader in processing, analyzing and improving customer interactions across industries and all interaction touch points.

Closer look at service management: field service critical to customer experience

ClickFox News

The lifecycle before and after a truck roll is often ignored, but new evidence suggests customers' decisions to stay or churn are tied to their field service experience.

ClickFox Releases First Field Service Experience Analytics Solution

ClickFox Press Release

New application for customer experience analytics reduces field service visits while improving customer satisfaction

ATLANTA, GA - October 27, 2010 -- ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, today announced the release of a solution for analyzing customer experiences around support and repair activity to reduce field service costs and improve customer satisfaction and loyalty.

Customer Experience Analytics (CEA) is the first and only solution delivering an end-to-end view of the experiences preceding and following field service interactions, from initial support contacts through to dispatch and resolution, to identify where costly visits can be reduced or avoided altogether for dramatic bottom line impact.

For service-centric organizations in the telecom, cable, utility and hi-tech industries, post-sale service and support is the most expensive service channel and a critical area in the overall customer lifecycle. However, without the ability to connect data from various sources and analyze behavior across the channels consumers use to seek help like web sites, retail stores and call centers, it was nearly impossible to identify where breakdowns occurred that lead to increased customer effort and multiple service visits.

CEA leverages data from CRM systems, call centers, scheduling/dispatch tools and mobile field devices, and connects it with outcomes like CSAT scores and customer attrition to deliver powerful insight into the direct impact of field service on satisfaction, loyalty and retention. This insight into pain points and failures frustrating customers and driving up costs enables organizations to focus process improvement and training efforts on the most critical areas affecting field service efficiency.

A leading cable provider is currently leveraging CEA to analyze service order and truck roll activity -- in less than 2 weeks they identified thousands of avoidable and repeat dispatches stemming from issues with specific cable equipment and ineffective remote troubleshooting by phone support representatives. By targeting product and training improvements at the specific products, processes and people driving increased truck rolls, the financial impact is estimated at over $10M annually in reduced costs and retained customers.

"Cable and Satellite video providers in particular have traditionally lagged behind other industries in customer satisfaction rankings, especially when it comes to customer support due to the complexity of remote service over the phone," said industry expert Joe Galvin, former Senior Vice President of Customer Care for Dish Network and now president of a consultancy focused on delivering customer service strategies focused on bridging technology to improve the customer service experience. "Now, with increased competition from alternate video service providers, we're seeing a renewed focus on customer care and field service operations as a highly effective way to build and maintain loyalty within cable customer bases."

"Because of the costly nature of field service and the heavy burden placed on customers who have already been inconvenienced by product/service disruption, being able to identify the issues driving repeat or avoidable visits is critical to delivering more cost-efficient, satisfying experiences", said Marco Pacelli chief executive officer of ClickFox. "CEA is the only solution on the market able to deliver this one-of-a-kind view into the complex workflow comprising customer support and field service, translating into millions in operations costs and retained customers."

ClickFox's customer base also includes leading organizations in the telecommunications, healthcare, financial services, insurance, technology and retail industries. With nearly 1 billion customer interactions being processed monthly, ClickFox is the market leader in processing, analyzing and improving customer interactions across industries and all interaction touch points.

Download the white paper: A customer-centric approach to service dispatch operations.

Top-Ranked Energy Provider Selects ClickFox to Analyze Complete Customer Experience

ClickFox Press Release

Company will leverage customer experience analytics to improve first contact resolution and analyze SmartGrid adoption and trends

ATLANTA, GA - October 14, 2010 -- ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, today announced that it has signed a multi-year contract with a leading energy company to analyze and improve the complete, cross-channel customer experience.

Serving more than 4 million consumers, the organization will leverage CEA to track and analyze customer behavior across channels, including Web, IVR, and call center agent interactions from a central marketing data warehouse to identify ways to optimize self-service, reduce customer frustration, and improve first contact resolution. While traditional analytics tools measure first ‘call' resolution based solely on phone interactions, only ClickFox's cross-channel approach can truly measure the amount of effort a customer expends to resolve an issue by looking at all interactions and contacts, regardless of the channel used. By focusing on the end-to-end customer experience from the consumers' point of view rather than a siloed, departmental stance, the organization can now significantly impact the most critical metrics impacting both operations costs and customer satisfaction and loyalty.

The utility company also plans to leverage CEA to analyze customer behavior and impact related to new product adoption such as SmartGrid technology, an innovative energy distribution system designed to increase efficiency, reduce costs and increase reliability. Analysis of SmartGrid activity will deliver insight into usage trends and patterns, and reveal the impact of this new modernized service on interaction volumes and consumer engagement.

With the addition of this customer, ClickFox continues to expand its footprint in the energy/utility industry, now analyzing customer behavior for nearly 30 million utility consumers nationwide.

"This is one of several utility companies leveraging customer experience analytics (CEA) to build a powerful view of the customer across the enterprise," said Marco Pacelli chief executive officer of ClickFox. "By combining traditional data like customer satisfaction scores with new, untapped sources like SmartGrid activity, we are taking analytics to the next level by directly connecting customer experiences to the metrics and outcomes that have the greatest impact on both consumers and the business. As we grow our customer base, we continue to expand our industry and domain expertise beyond traditional service channels to stay ahead of the curve in today's evolving, fast-paced consumer market."

ClickFox's customer base also includes leading organizations in the telecommunications, healthcare, financial services, insurance, technology and retail industries. With nearly 1 billion customer interactions being processed monthly, ClickFox is the market leader in processing, analyzing and improving customer interactions across industries and all interaction touch points.

The ClickFox Experience | Q3 2010 Newsletter Published

ClickFox News

We just published our Q3 2010 newsletter and wanted to share it with site visitors and blog readers. Feel free to share the link with your colleagues as well.

Media Alert: ClickFox Releases Results of Customer Service Best Practices Survey

ClickFox Press Release

Consumers Reveal What Companies Are Doing Right and the Impact on Purchasing Decisions and Loyalty

ATLANTA, GA--(Marketwire - October 12, 2010) - ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, today released the results of a surveyconducted to understand what companies are doing right when it comes to customer service, and how this impacts consumer perceptions, buying behaviors and profitability. The online survey delivered valuable insight into:

Which industries are doing the best job when it comes to customer service

Which service channels provide the best experiences

The importance of an organization's customer service reputation in consumer buying decisions

The impact of issue handling and resolution on customer loyalty

Overall, the findings show that consumers place a strong emphasis on customer service with over 60% of respondents indicating that a company's customer service reputation is 'very important' in influencing their decision to do business with an organization. Consumers also revealed that customer service even plays a larger role than price when making purchasing decisions, especially in situations where a company meets or exceeds their expectations in handling and resolving customer issues.

The results point to the powerful relationship between customer experience and revenue and highlight a critical need for companies to stop looking at service operations as cost centers, and instead view every interaction as an opportunity to increase satisfaction, build loyalty, and grow revenue.

Download the complete report, including detailed findings and analysis at:
http://web.clickfox.com/best-practices-survey-results.

ClickFox's customer base includes leading organizations in the telecommunications, healthcare, financial services, insurance, technology and retail industries. With nearly 1 billion interactions processed every month, ClickFox is the market leader in processing, analyzing and improving customer interactions across industries and all interaction touch points.

ClickFox Teams with Next IT for New Avatar Offering

ClickFox News

Today ClickFox, a provider of customer experience analytics (CEA) software and solutions, and Next IT, a company that uses natural language as well as self-service for businesses and organizations, announced a partnership they hope will improve customer experience.

Call Weighting

ClickFox News

With ClickFox, Sprint takes an analytical look at its cross-channel customer experience and saves millions in the process

ClickFox and Next IT Announce Partnership to Fuel Customer Experience Innovation

ClickFox Press Release

Companies Partner to Support Enterprises Committed to Customer Experience Transformation

ATLANTA, GA and SPOKANE, WA--(Marketwire - September 13, 2010) - ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, and Next IT, a leader in the design and implementation of natural language, self-service technology for businesses and organizations, today announced a partnership to redefine customer service through technology.

Next IT's flagship product, ActiveAgent^TM, uses Human Emulation Software^TM to create Virtual Experts that enable organizations like Continental Airlines, Shaw Communications 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. ClickFox's customer experience analytics (CEA) tracks customer behavior and outcomes for the nation's largest telecom, financial services, insurance and utility organizations across all interaction channels, revealing the true impact of service on operational efficiency, customer satisfaction and retention. Together, the two 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.

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

"Both ClickFox and Next IT are enabling more seamless, satisfying customer experiences by dramatically improving the way customers interact with businesses," said Fred Brown, founder and CEO of Next IT. "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," said Marco Pacelli, chief executive officer (CEO) of ClickFox. "We are thrilled to partner with a company that shares our commitment to an organization's most important asset: its customers."

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

ClickFox will participate at the 3^rd annual Next IT User Conference, September 21 - 23, 2010 at The Palazzo Hotel in Las Vegas, NV.

Know What Makes Your Customers Angry

ClickFox News

We've all been there as consumers: Getting so riled up by poor service that we explode and vow to never do business with a company again. But what really makes consumer's blood boil? We wanted to know, so we asked more than 1,500 consumers what really makes them tick. Their top three responses: "¢ Speaking with multiple agents and starting over every time. "¢ Dealing with rude or inexperienced representatives or service technicians. "¢ Being kept on hold for long periods of time or unable to use self-service options successfully.

ClickFox Targets the Market's Pulse

ClickFox News

The analytics specialist launches ClickFox Pulse, an analytics dashboard to capture the "pulse" of customers' experiences

The (better) future of tech support

ClickFox News

7 emerging 'hero' technologies should make it easier and less frustrating for tech support pros and users alike

Sprint Answers the Call to Improve Customer Experience: Inside Scoop with Jerry Adriano

ClickFox News

Bob Thompson interviews Jerry Adriano, VP of Customer Experience at Sprint, about how the company has increased customer satisfaction and loyalty by improving the customer experience.

Multichannel Feedback - Contact Center Pipeline Article

ClickFox News

Consistent service delivery across channels requires a unified view of the customer that breaks down departmental barriers. (PDF)

Data Intelligence Is the Next Big Thing

ClickFox News

With its fifth fund, Ascent is targeting IT companies that make sense of the massive amounts of data available through everything from social media sites to hotlines to merchant records, the team told me. In addition to V.i., which makes piracy data useful to software companies, Ascent has invested in ClickFox, an Atlanta-based start-up that's developing technology for measuring customer satisfaction in venues such as e-commerce, store kiosks, and the oft-frustrating customer service phone calls. The analytics technology aims to help merchants enhance their returns by focusing on interactions that bring customers back and eliminating those that turn them off.

ClickFox to Showcase Customer Experience Innovation and Success at SpeechTEK 2010

ClickFox Press Release

ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, announced their participation at SpeechTEK, the premier speech technology conference and exhibition, August 2 - 4 in New York. Attendees can visit ClickFox in Booth #609 to see the latest developments at ClickFox, including groundbreaking products, industry research, and multi-million dollar customer success stories.

ClickFox will debut their latest solution, ClickFox Pulse, the first executive dashboard application for customer experience. Pulse answers the demand for executives to gain direct, easy access to key customer experience metrics and insight, and is the first product of its kind that measures the financial impact of today's complex customer experience on the organization. Attendees will be able to see live demos of Pulse in the SpeechTEK Analytics Lab on Monday, August 2nd, and at the ClickFox booth throughout the exhibition.

ClickFox will offer industry thought leadership and share best practices as part of SpeechTEK's analytics track, focusing on ‘advanced analytics' as a way to not only deliver insight into the customer experience, but also to predict future behavior, like propensity to buy, and likelihood to churn.

ClickFox will also cover the recent Gartner & 1to1 CRM Excellence award won by their customer, Sprint. Attendees can learn how Sprint's enterprise-wide approach to customer experience has driven the most improved customer satisfaction rankings across all industries over the last two years.

Attendees can schedule private demos and appointments by visiting http://web.clickfox.com/contact-us.

Turning Up the Voice of the Customer

ClickFox News

New unstructured sources of customer feedback can provide a deeper level of customer insight when integrated with more traditional, structured VoC data.

Sprint Makes Customer Experience a Top Priority

ClickFox News

The telecommunications company has improved retention and service levels while cutting costs.

ClickFox Customer Sprint Wins Gartner & 1to1 Media CRM Excellence Award for Customer Experience

ClickFox Press Release

ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, today announced that Gartner, Inc. and 1to1 Media have recognized their customer, Sprint, as the Gold winner of the 2010 Gartner & 1to1 Media Customer Relationship Management Excellence Award in the Customer Experience category.

Sprint leverages ClickFox CEA to analyze customer experience behavior trends across interaction channels, including retail stores, web, call center, IVR, and CTI routing applications. This single, powerful view of the customer is tied to customer satisfaction and customer churn data to identify hidden connections between interactions and customer loyalty for dramatically improved satisfaction and retention.

"The award is gratifying and a reflection of Sprint's work over the last few years to improve the quality and consistency of our customer interactions," said Bob Johnson, Sprint's Chief Service Officer. "ClickFox, one of our important partners in this process, provided us with key insight needed to drive measurable improvements in customer satisfaction, loyalty and retention."

The Gartner & 1to1 Media CRM Excellence awards highlight innovative companies that impact value through their customer relationship strategy and demonstrate excellence in delivering the customer experience. A gold and silver award were given for each of five categories this year - Customer Experience, Efficiency, Enterprise-wide, Innovation, and Growth. A panel of judges that included Gartner analysts and other customer relations experts in business and academia were involved in judging each entry.

"We congratulate Sprint on the prestigious honor of being named a Gartner and 1to1 Media CRM Excellence award winner," said Marco Pacelli chief executive officer (CEO) of ClickFox. "Sprint has demonstrated what it truly means to be customer-centric by elevating customer experience to be a strategic, enterprise-wide initiative. They are one of several progressive Fortune 500 companies leveraging cross-channel analytics, and ClickFox is proud to be a part of their commitment to revolutionizing the complete, end-to-end customer experience."

ClickFox's customer base includes leading organizations in the telecommunications, healthcare, financial services, insurance, technology and retail industries. With nearly 1 billion customer interactions being processed each month, ClickFox is the market leader in processing, analyzing and improving customer interactions across industries and all interaction touch points.
Disclaimer: The identification of a Gartner Award winner is not an endorsement by Gartner of any vendor, product or service.

The ClickFox Experience | Q2 2010 Newsletter Published

ClickFox News

We just published our Q2 2010 newsletter wanted to share it with site visitors and blog readers. Feel free to share the link with your colleagues as well.

ClickFox Continues Customer Experience Innovation with First Executive Dashboard Application

ClickFox Press Release

ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, announces the launch of a new executive dashboard, ClickFox Pulse. As customer experience becomes more strategic in today's enterprise, Pulse answers the demand for executives to gain direct, easy access to key customer experience metrics and insight, enabling them to keep their finger on the ‘pulse' of their customer and their business.

Pulse draws on ClickFox's unique ability to unify the customer experience by leveraging data from all customer interaction channels, including: retail, Web, IVR, call center, email, chat and mobile/SMS applications. Powered by ClickFox's award-winning CEA platform, ClickFox Pulse introduces new, innovative features that enable executives to gain a single view of the customer across the enterprise. By modeling aggregate customer behavior and the outcomes of experiences over time, Pulse delivers powerful predictive analytics to identify risks and opportunities, enabling highly informed, customer-centric decision making. With sophisticated trending analysis features, users can automatically detect anomalies, identify the root cause of critical trends and issues, and determine the impact on key business drivers like operational efficiency, customer satisfaction and customer retention. The highly intuitive dashboard view is completely customizable, enabling users to monitor the metrics that matter most to their business over time with daily, weekly or monthly views.

Pulse is also the first product of its kind that measures the financial impact of today's complex customer experience on the organization. By leveraging user-defined data like cost per transaction and average lifetime value, executives can immediately identify opportunities to reduce costs and grow revenue by implementing more efficient, customer-centric business strategies and processes. Pulse can then be used to monitor and measure the upstream and downstream impact of changes over time for seamless reporting and analysis.

"Traditionally, executives have only had access to limited, siloed views of the customer from various departments within the organization," said ClickFox CEO, Marco Pacelli. "ClickFox Pulse was specifically designed to reveal hidden connections in customer behavior across all interaction channels, eliminating
these executive ‘blind spots', and delivering a single, powerful view of the customer experience across the entire enterprise. ClickFox is the only solution on
the market able to deliver this level of insight in a way that is highly intuitive and actionable, supporting a top-down approach to customer experience."

Installation of CEA6 is a prerequisite for deployment of ClickFox Pulse.

To view a demo of ClickFox Pulse, visit: http://www.clickfox.com/pulse-demo/.

Time to Harmonize Your Cross-Channel Customer Experience

ClickFox News

As the economy comes out of its slumber, it's time to stop worrying about cutting costs and survival. And start thinking more strategically about the customer experience. One area that is probably overdue for a tune up is the cross-channel customer experience. By "cross" I mean experiences that involve more than one channel for a consumer to make a purchase or to get service. It's not enough to just offer multiple channels and "tune" them independently, they should work together in harmony. Like an orchestra with an expert conductor, it's the total experience that matters, not how good an individual instrument sounds. The conductor needs to bring out the best in all performers/channeals.

Media Alert: New Book Offers Six-Week Solution for Agile Software Development

ClickFox Press Release

ATLANTA, GA - June 21, 2010 -- ClickFox announces the release of a new book being published July 7th, Agile Development and Business Goals: The Six Week Solution. The book is authored by four of the company's visionary software developers behind the pioneering customer experience analytics (CEA) software and solutions.

The book goes beyond theory and academia to offer a practical guide for aligning software development processes with core business goals. For leaders, the piece serves as a distilled learning guide for managing technical resources, defining team roles, acquiring tools, and delivering world-class enterprise software on time and on budget.

The authors, Bill Holtsnider, Joseph Gee, George Stragand and Tom Wheeler, are all experts on the agile development methodology, and recognize the importance of solid processes in developing successful, profitable products. "I have applied the knowledge and best practices in this book to launch innovative, business-driven enterprise software solutions like customer experience analytics (CEA)", said Tom Wheeler, VP of Research & Development at ClickFox. "I think developers will appreciate the fact that this book speaks their language, and does so in the context of their role in driving strategic goals for the organization."

The book is available for pre-order on Amazon.com.

The 1to1 Blog: What Frustrates Customers?

ClickFox News
If companies can get at that valuable information and decipher customers' needs and concerns, they can increase customer retention and improve sales.

Customer service at the tipping point

ClickFox News

When companies botch service calls, they stand to lose more than just one customer

Former T-Mobile Executive Joins ClickFox Customer Advisory Board

ClickFox Press Release

ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, is pleased to announce the addition of Robert Strickland, Senior Consultant to Amdocs, Ltd, to their customer advisory board. The ClickFox advisory board is comprised of progressive executives from leading, world-class organizations in financial services, telecom, utility and insurance, who share a mission to improve and optimize the complete, cross-channel customer experience.

Strickland brings with him a wealth of experience specific to the customer experience analytics market. Prior to joining Amdocs, Ltd, Strickland was the Chief Information Officer and Senior Vice President of T-Mobile USA, Inc., where he was responsible for an operation that supported 33.8M wireless subscribers in North America. While there, he led the "OpenSpan" initiative, an effort to use service-oriented architecture to revamp the T-Mobile customer service experience, which earned him a CIO 100 Award in 2009. Strickland has also held senior executive technology positions at EchoStar Communications Corporation, and Landmark Communications, where he helped shape the strategy and subsequent success of The Weather Channel as a major source of weather information on the Internet.

"ClickFox is doing something truly unique in the customer experience marketplace - enabling enterprises to view experience from the customer's point of view - across all channels and interactions," said Strickland. "This represents a new and innovative model that gets to the heart of the most critical issues impacting customer satisfaction and retention for significant bottom-line results -- I share the vision they have for delivering complete understanding and insight into today's consumers."

"ClickFox will leverage Rob's extensive experience and innovative vision for our growing advisory board," said Marco Pacelli, CEO of ClickFox. "His expertise and successful track record of applying technology to achieve strategic business results makes him a highly valuable asset for ClickFox's continued growth and dominance in the customer experience analytics market."

ClickFox's customer base includes leading organizations in utilities, healthcare, telecommunications, insurance, technology and retail. Approaching 1 billion customer interactions being processed each month across every channel available to consumers today, ClickFox is the only solution on the market enabling true cross-channel customer experience analysis.

ClickFox Releases Results of Consumer Tipping Point Survey

ClickFox Press Release

ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, today released the results of a survey conducted to understand what customer service issues frustrate consumers the most, and how they respond to negative experiences. The online survey delivered valuable insight into consumer tipping points and the true impact of poor service on satisfaction, loyalty and brand reputation.

When asked about their most frustrating experiences, 41% of respondents chose ‘having to speak with multiple agents, and starting over every time' as the top issue, further underscoring the importance of first contact resolution in driving increased satisfaction and more efficient service operations. 13.9% of consumers cited ‘rude and inexperienced representatives' as most frustrating, and another 9% chose ‘being kept on hold for long periods of time'.

The survey also asked consumers about their typical response to poor customer service, with the top choices being: escalating to a supervisor or manager (54%); telling family and friends about the experience (52%); and ceasing doing business with the company (40%). All of these reactions result in increased operations costs, lost revenue and severe brand damage, highlighting the critical role of service operations in maintaining and driving bottom-line growth for organizations. Interestingly, 20% of consumers said they would post their stories on social media sites like Facebook or Twitter, which are sure to grow in popularity as an avenue for frustrated consumers to rant about customer service experiences publicly.

The survey also gave consumers an opportunity to enter open-ended comments about customer experiences that drove them to their ‘tipping point'. Nearly 2/3 of respondents took the opportunity to share their stories, with one consumer noting that "now, close to 10 years later I estimate I have shared this story with hundreds of people if not thousands", indicating the longstanding and often irreparable damage to the customer relationship.

Overall, the findings point to the powerful relationship between customer experience and revenue and highlight a critical need for companies to stop looking at service operations as cost centers, and instead view every interaction as an opportunity to increase satisfaction, build loyalty, and grow revenue.

Download the complete report, including detailed findings and analysis at:
http://web.clickfox.com/customer-tipping-point-survey-results/.

ClickFox's customer base includes leading organizations in the telecommunications, healthcare, financial services, insurance, technology and retail industries. With nearly 1 billion interactions processed every month, ClickFox is the market leader in processing, analyzing and improving customer interactions across industries and all interaction touch points.

Ovum Report Featuring ClickFox Stresses Need for Cross-Channel Analytics

ClickFox Press Release

ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, was recently interviewed and mentioned in a new report by Ovum analyst Aphrodite Brinsmead titled, "Implementing cross-channel analytics to improve loyalty." In the report, Brinsmead discusses the increasingly complex customer interaction landscape, and the critical need for cross-channel analytics in delivering deep insight into customer behavior trends and patterns.

The report, which describes ClickFox as the "most prominent" vendor in the contact center market, notes that consumer behavior is changing with the emergence of newer service channels like web and mobile: "The rapid uptake of web-based collaboration tools such as social media make understanding customer behavior across all channels a crucial part of the effort to provide stellar customer experiences." Brinsmead also notes that "A greater number of customer touchpoints has created pressure for enterprises to create consistent experiences across multiple channels. In order to increase satisfaction rates and improve first contact resolution, enterprises must provide relevant information at the initial point of contact. Cross-channel analytics are increasingly important to understand customer preferences and adapt services appropriately."

Brinsmead points to the limitations of surveys and other analytics tools in delivering complete insight into customer experience: "Although there are a number of ways to measure customer satisfaction, including surveys and speech analytics, these tools do not relate different channel interactions from the same customer." The report notes that "[ClickFox] aggregates data from all possible points of contact between a customer and an organization" to track consumer patterns and predict future behavior.

This insight enables organizations to deliver more cost-effective, satisfying experiences tailored to their customer's unique needs, regardless of the channel used.
In addition, the report cites the top 2 benefits of cross-channel analytics as improved operational efficiency and increased customer retention. Brinsmead points out that organizations looking to cut costs while increasing satisfaction and retention should look to cross-channel analytics to understand customer needs and identify more efficient service strategies.

The report is available for download for a limited time from ClickFox at the following link: http://web.clickfox.com/white-paper-ovum-cross-channel-analytics/

ClickFox Hosts Webinar Featuring Leading Independent Research Firm

ClickFox Press Release

ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, today announced that it will host an industry webinar featuring Forrester Research, Inc. Vice President and Principal Analyst, Elizabeth Herrell on Thursday, June 10, 2010 at 1:00 pm Eastern. The complimentary webinar, "What Consumers Really Want", will present the findings from recent online surveys where consumers answered questions about their interaction preferences and most frustrating customer service issues.

Herrell will draw on her recent report, "Real-Time Analytics for Contact Centers," Forrester Research, Inc., March, 2010 to discuss how organizations today can leverage customer experience analytics to gain valuable insight into customer behaviors and attitudes.

When: Thursday, June 10, 2010 at 1:00 pm Eastern

Presenters: Anna Convery, Chief Marketing Officer, ClickFox; Featured Guest: Elizabeth Herrell, VP and Principal Analyst, Forrester Research, Inc.

Who Should Attend: Mid to senior-level customer experience, customer care, contact center, and customer loyalty executives, sales and marketing executives, CIOs, C-level executives

What: Attendees will learn how applying a cross-channel approach to analytics can deliver never-before-seen opportunities for reducing operational costs and improving the complete customer experience. ClickFox will present several powerful case studies illustrating the impact of cross-channel insight in driving huge gains like saving an organization over $45 million in contact center costs, and reducing customer churn by 8% in a little over one year.

Why: Herrell points to a lack of meaningful customer data as a major challenge for contact centers. "Most metrics that report on an agent's call handling do not report on the customer's experience while navigating multiple contact center channels, such as IVRs, email, and the Web," according to the report.
"Although typical reporting practices segment data from separate channels, they don't reveal the entire story of the customer's experience."

Register: http://www.clickfox.com/blog/061010PR

ClickFox's customer base includes leading organizations in the telecommunications, healthcare, financial services, insurance, technology and retail industries. With nearly 1 billion interactions processed monthly, ClickFox is the market leader in analyzing and improving customer interactions across industries and all interaction touch points.

ClickFox Expands Offerings with ClickFoxGO! Solution for Mid-Sized Enterprises

ClickFox Press Release

ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, announces the launch of ClickFoxGO!, a new packaged software and services offering aimed at companies with light to moderate interaction volumes and limited customer service channels. The ClickFoxGO! solution will enable companies of any size to gain deep and powerful insight into customer experience trends and issues faster, easier, and more affordably than ever before.

The ClickFoxGO! solution will leverage the industry-leading ClickFox CEA technology to deliver advanced dashboards and reporting of high-level customer experience improvement opportunities. Customers will benefit from rapid speed-to-insight with support from an expert services team who currently analyze nearly one billion customer interactions per month. "We've seen the adoption rate of customer experience analytics grow tremendously in the past few years, but it still remains largely concentrated around large-scale organizations," said ClickFox CEO, Marco Pacelli.

"ClickFox is expanding its offerings to meet the demand for more accessible and affordable solutions to ensure that organizations of all sizes can benefit from customer behavior analysis and insight. This cost-effective solution will deliver immediate ROI and a better understanding of customer paths, preferences and service needs."

ClickFoxGO! packages are available for a single interaction channel (such as IVR), or cross-channel environments, and include:

• Up to 5 million analyzed customer interactions per month
• Analytics powered by the ClickFox CEA core engine
• Solution hosting and data retention for 13 months
• ClickFox professional services

For information on engagement levels and pricing, visit http://www.clickfox.com/solutions/products/clickfoxgo/.

Independent Research Firm Includes ClickFox Customer Experience Analytics in Recent Report

ClickFox Press Release

ATLANTA, GA - May 20, 2010 -- ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, was recently interviewed and mentioned in a report titled "Real Time Analytics for Contact Centers," Forrester Research, Inc., 2010. In the report the analyst discusses how organizations today can leverage customer experience analytics to gain valuable insight into customer behaviors and attitudes.

ClickFox is one of several vendors featured in the Forrester report which points at a lack of meaningful customer data as a major challenge for contact centers. "Most metrics that report on an agent's call handling do not report on the customer's experience while navigating multiple contact center channels, such as IVRs, email, and the Web," according to the report. "Although typical reporting practices segment data from separate channels, they don't reveal the entire story of the customer's experience."

Speaking specifically about ClickFox, the report says: "ClickFox Customer Experience Analytics offers a unique capability with its Task Analysis engine that examines key customer activities and adds its Artificial Intelligence engine to identify discrepancies between system design and actual interactions across multiple channels to provide meaningful insight." The report also details how ClickFox saved a wireless provider $7 million by providing insight into web site issues driving increased call volumes to the contact center.

The report is available for download for a limited time from ClickFox at the following link: http://www.clickfox.com/blog/forrester-real-time

ClickFox's customer base includes leading organizations in the telecommunications, healthcare, financial services, insurance, technology and retail industries. With nearly 1 billion interactions processed monthly, ClickFox is the market leader in analyzing and improving customer interactions across industries and all interaction touch points.

Survey: Most consumers want to interact with banks online

ClickFox News

As consumers, we have high expectations from the companies we choose to give our business to. Sometimes we want a personal touch other times we just want the fastest way to an answer or action. A growing number of channels have emerged in recent years beyond traditional stores, snail mail and call centers. Consumers have a wide array of new quick, convenient ways to interact with companies for a variety of purposes. But what do consumers' want? Are there certain actions that drive consumers to specific channels? Is their interaction based on the type of company they're contacting?

ClickFox Releases Results of Customer Interaction Survey

ClickFox Press Release

ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, today released the results of a survey conducted to understand how consumers today prefer to interact with companies when completing various service transactions. The online survey was distributed to a large group of consumers across age groups and geographical regions, and delivered valuable insight into today's true customer needs and preferences.

The results show that an overwhelming majority of consumers prefer self-service interactions, particularly via the web, indicating that they appreciate the convenience and control of being able to serve themselves, how and when they want. Between 40% and 80% of customers listed the web as their top choice for simple, repetitive tasks like paying bills, and for informational transactions like checking account status, which don't require live assistance.

Analysis of the areas where customers preferred live assistance revealed that there are many opportunities to encourage self-service for slightly more complex tasks, like reporting utility outages and checking insurance coverage. Not surprisingly, retail branches and email scored very low in the survey, likely due to the immediacy and convenience of alternate channels.

Consumer preferences also varied across industries, with banking having the highest self-service preferences, while insurance customers still desire a personal touch for most transactions. Insight into these customer needs and preferences enables companies to truly be more customer-centric, and to deliver satisfying experiences, not just based on what the company wants to achieve, but what the customer wants.
Download the complete report, including analysis and snapshots by industry at: http://web.clickfox.com/customer-interaction-survey-results

ClickFox's customer base includes leading organizations in the telecommunications, healthcare, financial services, insurance, technology and retail industries. With nearly 1 billion interactions processed every month, ClickFox is the market leader in processing, analyzing and improving customer interactions across industries and all interaction touch points.

Self-Service: Is it Heaven or Hell?

ClickFox News

Providing superior customer service through all channels will be a defining characteristic of companies poised to thrive in the economic recovery. Self-service, whether online or through interactive voice response systems (IVR), is a major component of a company's service offerings and a challenge for most.

ClickFox's Customer Product Suite to Enhance Customer Experience

ClickFox News

ClickFox has a proven track record of helping world-class service providers dramatically boost operational efficiency and profitability. Reputed for its customer experience analytics software and solutions, CEA for short, ClickFox (News - Alert) has announced the launch of customer experience analytics Insight, CEAi.

ClickFox Launches CEAi Customer Experience Industry Research

ClickFox Press Release

ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, announces the launch of Customer Experience Analytics Insight (CEAi), a new industry research service to map the complete customer experience and identify the greatest opportunity for improvement across interaction channels and key points of service.

In custom research CEAi engagements, ClickFox's expert professional services team benchmarks an organizations' customer experience against ClickFox's aggregated data repository spanning billions of customer interactions across service channels, and representing customer behavior for over 240 million consumers nationwide. This wealth of intelligence consistently reveals compelling, highly valuable insights around key service points -across call centers, Web sites, IVR, kiosk, retail store locations and even handheld devices -- and, most importantly, how customer behavior within and across channels delivers never-before-seen opportunities for improvement.

Initial CEAi findings reveal a critical need for companies to focus on improving voice self-service:

• Over 40% of self-service interactions result in transfer to a live agent, driving hundreds of millions of dollars in increased operating costs for call centers.
• Deeper analysis reveals that 10% of these interactions transfer due to a failed transaction, and 24% transfer without even attempting self-service, pointing to a need to identify where customers encounter issues to truly make self-service experiences more intuitive and effective.

The most compelling findings and proven best practices of category leaders for optimizing voice self-service is detailed in a market brief, available for download at: http://web.clickfox.com/ceai-voice-self-service/.

Based on years of expertise delivering cross-channel insights to Fortune 500 organizations across industries, ClickFox has identified the most critical metrics impacting operational efficiency, customer satisfaction and customer retention, and discovered that relatively small improvements in the right areas can have a major impact on the bottom line, particularly in environments with heavy transaction volumes. A global financial services organization realized over $60 million in savings after improving their self service containment rate by just 2% with insights from cross-channel analytics.

CEAi industry research will include in-depth industry-specific and cross-industry market briefs that present key findings and trends, identifying patterns across key metrics like first contact resolution, self service effectiveness, customer satisfaction, and customer retention. Data will be available on a quarterly basis, and will grow richer as ClickFox adds new features to its CEA product suite, including executive-level visual comparisons over time.

The ClickFox Experience | Q1 2010 Newsletter Published

ClickFox News

We just published our Q1 2010 newsletter wanted to share it with site visitors and blog readers. Feel free to share the link with your colleagues as well.

ClickFox Achieves Record-Breaking Growth

ClickFox Press Release

Leader in customer experience analytics continues to expand footprint across industries and service channels

ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, today announce significant company growth in Q1 2010. Now processing close to one billion cross-channel customer interactions monthly for leading organizations, ClickFox is meeting the surging demand for accurate, actionable customer experience insight and best practices to continuously exceed expectations.

With a growing roster of Fortune 500 customers in the utility, financial services and telecom industries, ClickFox continues to expand an already massive repository of customer experience behavior data. ClickFox has also expanded deployments within its existing customer base to analyze an increasing number of service channels, including areas like online chat, SMS/mobile text applications, truck roll and dispatch logs for service and repair activities, utility meter readers and more.

ClickFox's growth, which continues to outperform the market and defy the economic downturn, underscores that importance companies place on understanding the entire experience a customer has, tied together and analyzed against individual transactions to truly understand the business impact on costs, revenue, churn and loyalty.

"Market demand for actionable insight into customer behavior and experience continues to grow exponentially", said Marco Pacelli chief executive officer (CEO) of ClickFox. "A plethora of tools such as speech analytics have emerged in recent years, but only deliver insight into single-channel interactions (often at the conclusion of the customer experience instance), neglecting the fact that a majority of customers today utilize multiple touch points to interact with companies. Without insight into this cross-channel customer experience, organizations are missing out on huge opportunities to deliver efficient, effective and rewarding experiences."

Through taking a holistic, enterprise-wide approach, ClickFox has become the strategic standard for customer experience analytics, delivering huge gains to today's leading organizations, such as increasing customer satisfaction by 10% within just one year and reducing customer churn to save over $20M annually.

ClickFox's customer base includes leading organizations in utilities, healthcare, telecommunications, insurance, technology and retail. Approaching 1 billion customer interactions being processed each month across every channel available to consumers today, ClickFox is the only solution on the market enabling true cross-channel customer experience analysis.

ClickFox Signs Contract with Leading Global Financial Services Institution

ClickFox News

Officials with ClickFox said that the financial services leader will leverage the company's advanced analytics to track unique customer behavior across all contact center consumer touch points, including contact center self-service channels, call routing, agent interaction and agent performance, email and chat, to identify latent issues and the optimal measures to cement loyalty, avoid churn and improve operational efficiency in the cross-channel customer experience.

ClickFox Signs Multi-Million Dollar Expansion Contract With Leading Global Financial Services Institution

ClickFox Press Release

Expansion establishes ClickFox CEA (Customer Experience Analytics) as strategic analytics standard at financial services powerhouse

ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions today announced a multi-million dollar expansion contract with a leading U.S.-based global financial services organization to analyze and improve customer experience across all interaction points, including the contact center.

The financial services leader will leverage ClickFox's advanced analytics to track unique customer behavior across all contact center consumer touch points - including contact center self-service channels, call routing, agent interaction and agent performance, email and chat -- to identify latent issues and the optimal measures to cement loyalty, avoid churn and improve operational efficiency in the cross-channel customer experience.

Serving one of the largest international customer bases the organization provides a wide array of banking, investing, asset management and wealth management products and services via an extensive network of customer service channels.

ClickFox is the only company to provide a truly comprehensive view of the customer experience, and correlate the full impact of interactions on operational costs, customer satisfaction and customer retention.

"Progressive, forward-thinking companies like this one are already realizing the extraordinary value of the cross-channel approach to customer interaction analytics," said Marco Pacelli chief executive officer (CEO) of ClickFox. "Most organizations are still relying on siloed tools, like web and speech analytics, that only deliver a very limited view of the issues impacting customer experience. It is critical to understand how to prevent unnecessary and expensive agent interactions -- as well as multiple attempts, and multiple touch point interactions -- however today's agent performance data stops short of telling us why simple transactions end up with a live agent. And the subsequent effect on customer experience."

ClickFox delivers multi-million dollar business insights by connecting the dots between all customer interactions and transactions. Its customer base includes leading utility, healthcare, telecommunications, insurance, technology and retail organizations. Quickly approaching 1 billion interactions being processed each month across every interaction touch point, ClickFox analyzes customer behavior and experience of hundreds of millions of consumers nationwide.

ClickFox to Lead Expert Panel of Call Center Executives at CRM Association Event

ClickFox Press Release

ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, today announced that the company's Chief Marketing Officer, Anna Convery, will lead an informative panel discussion with industry experts, entitled "Recession Proofing Your Contact Center: Methods Helping Contact Centers Optimize in a Downturn", hosted by Customer Relationship Management Association (CRMA) and the American Teleservices Association (ATA).

When: Tuesday, March 30, 2010 from 7:30 am - 9:30 am

Where: The Ravinia Club, Two Ravinia Drive, #100, Atlanta, GA 30346

Panelists: Anna will lead a panel discussion featuring expert call center executives from world-class organizations, including:

• Daiquiri Gleaves, Call Center Director, Delta Airlines
• Ann Glover, Director of Business Performance & Quality, InterContinental Hotels Group
• Diane Moogalian, VP of Customer Care, Equifax
• Pamela Mayfield, Director of Training, Quality & e-Kos Support Services, Liberty Mutual

What: The expert breakfast panel will share proven best practices for ‘doing more with less', and discuss the strategies, technologies and metrics they're applying to significantly lower operating costs, improve productivity and deliver highly efficient customer service without sacrificing service quality. The panel will be followed by an interactive Q&A session.

Registration: Event registration and additional information are available at: https://www.ataconnect.org/public/chapters/scata/registerpay.php.

ClickFox Partners with Merced to Announce Integrated Customer Experience and Performance Management Analytics

ClickFox Press Release

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.

Get Past the Yes Man

ClickFox News

It's every executive's fear: Their direct reports paint a picture of healthy, high-performance business segments. But in reality, these reports are downplaying the major issues and the executives have no reliable source to give it to them straight. Getting a complete view of how a customer interacts with a business online, in retail sites, and through call centers is one of those executive blind spots, mostly because the rich data that each department measures is locked in organizational and information silos.

ClickFox Named 2010 Rising Star by CRM magazine

ClickFox Press Release

ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, today announced it has won the CRM Rising Star award from CRM magazine, the leading publication of the customer relationship management (CRM) industry. The prestigious award honors the vendors, consultants, and end-user companies that focus on customer relationships and the customer experience through the sophisticated integration of people, processes and technologies.

Recipients were determined through an extensive three-month process and proprietary rating formula that involves industry analysts, financial and corporate information, product and functionality assessments, and scores reflecting customer satisfaction.

The magazine's Rising Star Awards are based on combination of weighted criteria, including revenues and revenue growth, market share, customer retention, and reputation for customer satisfaction. Specifically, the Service Rising Stars recognizes companies that in the past year have made a significant impression on the industry.

ClickFox made tremendous strides in 2009, including unveiling three new pre-packaged solutions offerings aimed at solving specific business problems: operational efficiency, customer retention, and customer satisfaction. ClickFox also grew its customer base, expanded deployments within their Fortune 500 client roster, and increased their transaction volume to nearly one billion customer interactions monthly. Drawing on this massive repository of data representing over 240 million consumers in the US, ClickFox leverages proven best practices to deliver deep insight into the most critical areas impacting today's customer experience.

"We're pleased to present a 2010 CRM Service Rising Star Award to ClickFox, a company that is dedicated to providing customer experience analytics software and solutions," said David Myron, editorial director of CRM magazine. "ClickFox offers a comprehensive cross-channel solution, enabling organizations to get a better view of each customer -- across and within all interaction channels -- resulting in dramatic cost savings and increased customer satisfaction and retention."

The 2010 CRM Service Awards will be presented at the CRM Evolution 2010 Conference (http://www.CRMevolution2010.com) at the Marriott Marquis in New York later this year. An expanded version of the results have been published in the March 2010 issue of CRM magazine-available in print and in digital NXTBook format. The awards package was unveiled online on March 1, 2010, at http://www.destinationCRM.com.

ClickFox's customer base includes leading organizations in the telecommunications, healthcare, financial services, insurance, technology and retail industries. With nearly 1 billion customer interactions being processed each month, ClickFox is the market leader in processing, analyzing and improving customer interactions across industries and all interaction touch points.

About CRM magazine
CRM magazine is the leading publication of the customer relationship management industry, covering sales, marketing, customer service, and strategy. The magazine also administers and hosts the annual CRM Evolution conference. Each of these properties is designed to serve customer-centric business initiatives, and leaders who recognize CRM as a key strategy for creating enhanced customer value in any industry. For more information about the magazine, its editorial calendar, or CRM in general, please visit http://www.destinationCRM.com.

The 2010 CRM Service Awards: Rising Stars -- ClickFox (the Quick Fox)

ClickFox News

It's one thing to crunch massive data sets to divine a few statistics. It's an entirely different proposition to deliver results that can actually help drive actionable strategies that can enable a business to evolve and grow. "I was impressed when ClickFox took apart its application and tuned it to specific applications aimed at specific business processes," says Keith Dawson, principal analyst for information and communication technologies at Frost & Sullivan. "When you do that in a space that has had trouble getting traction like analytics it's a sign that there's a realization you need to actually produce the goods and not just talk about them."

ClickFox to Host Customer Experience Webinar Featuring Noted Industry Analyst

ClickFox Press Release

Customer experience expert to join ClickFox for best practices webinar on March 18th

ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, today announced that it will host an industry webinar featuring Forrester Research, Inc. Principal Analyst, Bruce Temkin. The complimentary webinar, "Understand your Customers as Individuals, Not Individual Transactions", will draw on research findings from ClickFox's massive repository of customer behavior data for over 240 million consumers in the U.S. to present proven best practices for improving today's customer experience.
When: Thursday, March 18, 2010 at 1:00 pm Eastern

Presenters: Anna Convery, Chief Marketing Officer, ClickFox; Featured Guest Bruce Temkin, VP and Principal Analyst, Forrester Research, Inc. and Author of Customer Experience Matters Blog

Who Should Attend: Mid to senior-level customer experience, customer care, contact center, and customer loyalty executives, CIOs, C-level executives

What: Attendees will learn how best-in-class companies are applying a cross-channel approach to customer experience to:

• visualize customer experience across all retail, web, voice self service, and live agent interactions
• apply the appropriate mix of highly efficient, lower cost customer service options
• build a behavioral model for deep analysis into customer paths, trends, and preferences
• understand the direct impact of experiences on CSAT, churn and future buying behavior
• predict and proactively respond to potential churn with highly effective retention strategies

Why: Most organizations are aware of how their customers interact in stores, on web sites or with call centers, but looking at these interactions independently of each other creates huge ‘blind spots' resulting in increased operations costs and customer churn. Connecting the dots between service channels delivers a complete picture of customer experience, not just several individual snapshots, for true customer-centric improvement strategies.

Register: http://www.clickfox.com/blog/031810PR

ClickFox's customer base includes leading organizations in the telecommunications, healthcare, financial services, insurance, technology and retail industries. With nearly 1 billion interactions processed monthly, ClickFox is the market leader in analyzing and improving customer interactions across industries and all interaction touch points.

What's Wrecking Your Customer Experience?

ClickFox News

Most companies want to elevate the customer experience, but somewhere between the good intentions and actual implementation, many things can break down. The current state of the customer experience is not ideal. What pitfalls can companies avoid to deliver a quality customer experience? The customer experience should be the responsibility of all departments, ideally with a C-level executive overseeing the cross-departmental communication and projects. Anna Convery, chief marketing officer at customer experience analytics company ClickFox, says she is beginning to see more chief customer officers and the like who sponsor customer experience projects. But it's not yet commonplace. "There is a lot of talk about the customer experience at the C-level, but not a lot of folks putting their shoulder to the wheel," she says.

Fortune 500 Energy Provider Selects ClickFox for Cross-Channel Customer Experience Insight

ClickFox Press Release

One of the largest power companies in US will leverage ClickFox CEA to deliver world-class customer experiences

ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, today announced that it has signed a multi-year contract with a leading Fortune 500 energy company to analyze several million customer interactions monthly across a variety of service channels for powerful insight into critical service improvement areas.

Serving more than 4 million consumers, the organization will use ClickFox CEA to track and analyze customer behavior across their web site, interactive voice response (IVR) system and call center (including agent desktop, routing and electronic dialogue) to get a complete picture of the full experience from the customer's point of view. By understanding how customers interact within and across channels, where they encounter issues and how they prefer to navigate and communicate, they will implement customer-centric improvement strategies that deliver more intuitive, satisfying customer experiences regardless of the channel used.

"This new relationship further deepens ClickFox's domain expertise in the energy industry and adds to an already impressive roster of Fortune 500 utility companies", said Marco Pacelli chief executive officer of ClickFox. "With the addition of this customer, we now have insight into customer behavior for nearly 40 million energy consumers in the US, enabling us to focus on the most critical areas impacting their experiences and develop industry best practices for cross-channel customer experience excellence."

ClickFox's customer base also includes leading organizations in the telecommunications, healthcare, financial services, insurance, technology and retail industries. With nearly one billion customer interactions being processed each month, ClickFox is the market leader in processing, analyzing and improving customer interactions across industries and all interaction touch points.

Amdocs Names ClickFox the Emerging Partner of the Year

ClickFox News

ClickFox, a developer of customer experience analytics (CEA) software and solutions, announced that they were recognized as 'Emerging Partner of the Year' by Amdocs' Partner Sales Organization at their annual partner event in Las Vegas.

Amdocs Names ClickFox â€˜Emerging Partner of the Yearâ€™

ClickFox Press Release

Leader in customer experience innovation recognizes ClickFox for partnership excellence

ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, today announced that they were recognized as 'Emerging Partner of the Year' by Amdocs' Partner Sales Organization at their annual partner event last week in Las Vegas. Amdocs is the market leader in customer experience systems innovation.

Amdocs provides solutions that deliver customer experience excellence, combining the software, services and expertise to help its customers execute their strategies and achieve service, operational and financial excellence. As a strategic partner of Amdocs for over a year, ClickFox offers the only true cross-channel software solution on the market, enabling unparalleled visibility into customer experience for improved operational efficiency, customer satisfaction and customer retention.

The companies have joined forces on several projects to deliver critical insights to Fortune 500 organizations, resulting in measurable customer experience improvement and reduced operations costs. “ClickFox is honored to be recognized by Amdocs as an emerging partner,” said Marco Pacelli chief executive officer (CEO) of ClickFox. “We look forward to expanding our reach into the marketplace as one of the only combined solutions that delivers insight into today's complete, end-to-end customer experience.”

ClickFox's customer base includes leading organizations in the telecommunications, healthcare, financial services, insurance, technology and retail industries. With nearly 1 billion customer interactions being processed each month, ClickFox is the market leader in processing, analyzing and improving customer interactions across industries and all interaction touch points.

MEDIA ALERT: ClickFox CMO to Speak at Annual State of CRM Event

ClickFox Press Release

More than 60 senior CRM executives will be attending the State of CRM Breakfast, which will take place Thursday, January 14, 2010, from 7:30 am to 9:00 am at Oracle Corporation, 1100 Abernathy Rd., Suite 1120, Atlanta, GA 30328). For more information, visit: www.tagonline.org.

ClickFox’s customer base includes leading organizations in the telecommunications, healthcare, financial services, insurance, technology and retail industries. With more than 750 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.

The ClickFox Experience | Q4 Newsletter Published

ClickFox News

We just published our Q4 newsletter wanted to share it with site visitors and blog readers. Feel free to share the link with your colleagues as well.

ClickFox Launches Interactive ROI Calculator Tool

ClickFox News

ClickFox, specializing in customer experience analytics software and solutions, has launched an interactive online tool that can calculate and forecast potential return on investment figures. The ROI calculator is available for visitors who have to enter the number of customers their company serves. After which the tool calculates their potential ROI employing default data collected from ClickFox's repository which holds billions of complex customer interactions.

MrWeb: Debut for Cross-Channel Calculator

ClickFox News

US customer experience analytics (CEA) firm ClickFox has launched an interactive online tool that calculates and forecasts potential return on investment (ROI) for improving customer experience across various service channels and touch points.

MEDIA ALERT: ClickFox Releases First Cross-Channel Customer Experience ROI Calculator

ClickFox Press Release

MEDIA ALERT, ATLANTA, GA--ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, today announced that it has launched an interactive online tool that calculates and forecasts potential return on investment (ROI) for improving customer experience across various service channels and touch points, including retail, Web, IVR and call centers.

Focusing on operational efficiency, the calculator was designed based on real engagements with leading, world-class organizations across industries who have realized millions of dollars in cost savings by identifying ways to serve their customers more efficiently across different channels. To use the ROI calculator, visitors enter the number of customers their company serves, and the tool calculates their potential ROI using default data gathered from ClickFox’s growing repository representing billions of complex customer interactions.

Visitors can also download their own customized ROI Report, which includes graphs showing potential operations savings over a 5-year period, even as the customer base and interaction volume increases. The report provides details on specific areas of impact that have been identified as having the most significant and immediate effect on an organization’s bottom line. This also includes real-world examples of customers who have achieved huge returns using CEA.

“ClickFox’s calculator is extremely useful for demonstrating the tangible financial benefits of cross-channel customer experience analytics,” said Marco Pacelli chief executive officer of ClickFox. “The calculator was built not just for customer experience decision makers, but also executives in finance, sales and marketing, product development and more, who need to understand the impact that customer experience has on their departments and the overall business.”

The ROI Calculator is available as a free tool at http://www.clickfox.com/resources/roi-calculator.

ClickFox’s customer base includes leading organizations in the telecommunications, healthcare, financial services, insurance, technology and retail industries. With more than 750 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.

ClickFox Set to Process One Billion Monthly Customer Interactions

ClickFox News

ClickFox, a provider of customer experience analytics software and solutions, announced that it has grown its monthly processing volume to more than 750 million customer transactions, up from 500 million earlier this year. Company officials said these customer transactions consist of complex interactions from IVR systems, retail, Web and call center, to handheld devices and interactive kiosks, enabling comprehensive cross-channel customer experience analysis.

ClickFox Nearing One Billion Monthly Customer Interactions

ClickFox Press Release

ATLANTA, GA – December 8, 2009 -- ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, today announced that it has grown its monthly processing volume to over 750 million customer transactions, up from 500 million earlier this year. These transactions consist of complex customer interactions—from IVR, retail, web, and call center, to handheld devices and interactive kiosks, enabling comprehensive cross-channel customer experience analysis.

ClickFox continues to expand an already massive repository of customer interaction data spanning hundreds of millions of consumers from leading organizations in the telecommunications, healthcare, financial services, insurance, technology and retail industries. Leveraging this broad, deep source of real-world data, ClickFox has unparalleled insight into industry trends, behavior patterns and the highest priority issues impacting today’s customer experience across multiple touch points.

“No other company has gathered such a complete, collective data set that truly represents today’s varied, complex cross-channel customer,” said Marco Pacelli chief executive officer of ClickFox. “As we continue to grow our customer base, this wealth of data deepens our domain expertise so we can identify and apply proven best practices for our Fortune 500 customers, many of whom have already realized hundred-million dollar ROIs.”

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.

ClickFox Provides Cross-Channel Analysis for Fortune 500 Company

ClickFox News

Tracking the performance of a company's services across various platforms can prove to be hugely profitable for the organizations. But proper and accurate tracking of these services involves lots of expertise and knowhow of the internet. Realizing this, a Fortune 500 energy services provider has selected ClickFox, a customer experience analytics, or "CEA,"software and Solutions Company, for cross-channel analysis across service transactions.

Leading Energy Provider Expands ClickFox Deployment for Deep Customer Experience Insight

ClickFox Press Release

Fortune 500 energy provider expands software deployment for more robust customer experience analytics

ClickFox, 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) 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.

ClickFox Expands Telecommunications Footprint with Addition of International Wireless Voice and Data Communications Provider

ClickFox Press Release

Wireless provider signs multi-year contract to provide comprehensive cross-channel analytics across all customer interactions

ATLANTA, GA – November 17, 2009 - ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions today announced a multi-million dollar contract with a leading international wireless provider to analyze, understand and act on customer experience intelligence across all interactions points.

The organization provides industry-leading technology to its customer base and partners, relying on over 200 providers in other geographies to ensure optimum service levels. The addition of ClickFox CEA across all business units will enable enterprise-wide visibility into operational excellence to support their strategic emphasis on excellent customer experience.

“Based on our years of experience with the top telecommunications organizations in North America, we have established an unrivaled domain expertise that ensures all wireless and data communications providers can quickly and effortlessly see high impact from customer experience analytics,” said Marco Pacelli chief executive officer (CEO) of ClickFox. “By unlocking highly valuable data – both structured and unstructured - CEA delivers deep, enterprise-wide investigative insight into customer experience and behavior on a daily basis…within weeks this insight transforms how the organization reacts to customer and business needs, often resulting in hundred-million dollar returns.”

ClickFox’s customer base also includes leading organizations in utilities, healthcare, financial services, insurance, technology and retail. 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.

On the Prowl for New Ways to Cut Contact Center Costs

ClickFox News

There is still room for the industry to grow through adoption of newer technologies, said Michael Fauscette, group VP of software business solutions for IDC. "Contact centers will now be driven by initiatives around unified communications. Microsoft (Nasdaq: MSFT) and Cisco (Nasdaq: CSCO) have new products that they're getting into the market. Then there's Avaya, Convergys (NYSE: CVG) and ClickFox, on the software side," he told CRM Buyer. Technology extras that are gaining traction in the IVR space include tools for advanced analytics. "For example," said Kapoor, "there is technology that allows you to get a visual representation of your IVR activities to see what works, what doesn't, and where breakdowns are occurring. A few changes and your hit rate can go through the roof -- the economics can change that quickly. There is tremendous growth potential for analytics."

ClickFox Signs Multi-Million Dollar Analytics Contract With Global Financial Services Company

ClickFox Press Release

Addition of new customer significantly expands and anchors ClickFox’s dominance in Customer Experience Interaction Analytics in the financial market

ATLANTA, GA – November 3, 2009 -- ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions today announced a contract with a leading US-based global financial services organization valued at approximately $7 million to provide comprehensive cross-channel analytics across all customer interactions.

The organization provides a wide array of financial services including mortgage operations, insurance, finance and online banking and will leverage ClickFox CEA across all business units to ensure operational excellence as well as industry-leading customer satisfaction.

“Since we launched our product and solutions in 2004, we have seen our customers in the financial sector grow in numbers and in depth of application of Customer Experience Analytics,” said Marco Pacelli chief executive officer (CEO) of ClickFox. “Our analytics platform continues to deliver double-digit annual ROI across our customer base. These customers realize they must go beyond traditional surveys and siloed reporting data to get a 360 degree view of every customer interaction and its impact on operating costs and satisfaction and loyalty. By diving deeper into customer behavior and leveraging existing intelligence (such as customer segmentation data), these firms are realizing immediate and continuous savings and returns, while increasing their competitive advantage.”

ClickFox’s customer base also includes leading organizations in utilities, healthcare, telecommunications, insurance, technology and retail. 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.

ClickFox Expands Deployment with Telecommunications Organization

ClickFox News

ClickFox, a company specializing in customer experience analytics (CEA) software and solutions, announced the expansion of their deployment with a telecommunications organization to include all customer interactions across all of their interaction channels. Based on a track record of multi-million dollar results with ClickFox CEA, the company said this wireless provider will leverage both existing and new interaction analysis to further better operational efficiency, customer retention, revenue generation and customer satisfaction.

Top-Tier Telecommunications Organization Expands ClickFox CEA Deployment to Include All Customer Interactions

ClickFox News

ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions today announced the expansion of their deployment with a leading telecommunications organization to include all customer interactions across all of their interaction channels. Based on a proven track record of multi-million dollar results with ClickFox CEA, this leading wireless provider will leverage both existing and new interaction analysis to further improve operational efficiency, customer retention, revenue generation and customer satisfaction.

Top-Tier Telecommunications Organization Expands ClickFox CEA Deployment to Include All Customer Interactions

ClickFox Press Release

Expansion results in one of the largest, most comprehensive deployments of cross-channel customer experience analytics, covering millions of interactions across five unique channels.

ATLANTA, GA – October 28, 2009 — ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions today announced the expansion of their deployment with a leading telecommunications organization to include all customer interactions across all of their interaction channels.

Based on a proven track record of multi-million dollar results with ClickFox CEA, this leading wireless provider will leverage both existing and new interaction analysis to further improve operational efficiency, customer retention, revenue generation and customer satisfaction.

“The telecommunications industry is challenged with steep competition, high customer churn and highly publicized customer satisfaction issues. These issues need to be constantly monitored and analyzed, and limited analysis doesn’t deliver the insights that drive major, bottom-line changes,” said Marco Pacelli, chief executive officer of ClickFox. “ClickFox CEA provides unprecedented levels of insight to all our telecommunications customers by unlocking high-value, time-sensitive information from previously inaccessible sources, including structured and unstructured data.”

Unlike traditional business intelligence and data warehousing approaches, CEA delivers deep, enterprise-wide investigative insight into customer experience and behavior on a daily basis.

“Our clients count on us for immediate visibility into how to respond quickly to changing customer needs, business objectives, and market conditions, said Pacelli.

ClickFox’s customer base includes leading organizations in utilities, healthcare, finance, insurance, technology and retail. 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.

5 Ways Customer Experience Analytics Helps Overcome the Shortcomings of BI Tools

ClickFox News
In today's complex customer interaction environment, it's becoming increasingly more difficult to navigate through the corporate data jungle in order to find what you're really looking for. While companies have been constantly investing in customer interaction touch-points, they have neglected to truly understand their customers' needs. Companies have taken the seemingly easy route of analyzing customer interactions in silos and using BI tools to generate limited insight, rather than focusing on cross-channel customer behavior patterns, customer tendencies and the ability to understand customer intent.

The ClickFox Experience | Q3 Newsletter Published

ClickFox News
We just published our Q3 newsletter wanted to share it with site visitors and blog readers. Feel free to share the link with your colleagues as well.

How to Overcome BI Shortcomings: ClickFox

ClickFox News
Business intelligence solutions are vital tools to help organizations identify and respond to opportunities and issues. Yet according to Amir Dekel, who is director of marketing communications for customer experience analytics firm ClickFox, there is a marketplace perception that BI products are too complex, require a tremendous amount of time to setup properly and are usually very hard to use.

ClickFox Now Integrates with Greenplum Software to Analyze Customer Experiences

ClickFox News
Contact center analytics solutions are proving to be effective in reducing costs for the organization as they allow for greater depth of insight into the customer experience to create better retention. This helps to create greater opportunities for companies such as ClickFox and Greenplum. This integration will extend reach for both companies, delivering benefits to customers in the process.

ClickFox Partners with Greenplum

ClickFox News
ClickFox partnered and completed integration with Greenplum Software, the provider of Enterprise Data Cloud solutions for data warehousing and analytics. According to Anna Convery, CMO at ClickFox, the deal was the result of two initiatives: requests by customers and prospects to provide massive scalability and ClickFox's research and development strategy to expand technology and solutions by the integration of best-of-breed solutions. "[Our customers] will now have access to a solution that can scale rapidly to accommodate their customer experience analytics requirements," Convery writes in an email to Speech Technology. "Many of our customers are adding millions of interactions to their analysis and the ability to quickly and affordably accommodate their expansion needs means that we can deliver a time-to-insight unparalleled in the market"

ClickFox and Greenplum Partnership Drives Next-Generation Customer Experience Analytics Solution

ClickFox News
"One of ClickFox's top priorities is keeping the technology relevant so it exceeds customer needs," said William Hawley, chief operating officer (COO) of ClickFox. "Our integration to Greenplum reinforces that goal to provide highly optimized speed in processing customer behavior and cross-channel analytics. ClickFox currently processes over half a billion multi-channel customer interactions per month for some of the nation's largest businesses and service providers across industries, and this figure is expected to double in 2010. By giving our customers and partners access to the benefits of the ClickFox-Greenplum integration, we offer them the best of customer experience analytics combined with massively scalable, proven grid computing. Ultimately this translates into faster speed-to-intelligence and improved business operations."

ClickFox and Greenplum Partnership Drives Next-Generation Customer Experience Analytics Solution

ClickFox Press Release

Completed integration delivers revolutionary power, scale, and precision to rapidly growing customer experience analytics (CEA) market

ATLANTA, GA and SAN MATEO, CA – Sept 9, 2009 — ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions today announced a completed integration with Greenplum Software, the pioneer of Enterprise Data Cloud™ solutions for large-scale data warehousing and analytics. This integration, built on Greenplum’s massively parallel architecture, gives ClickFox customers the ability to inexpensively scale to larger volumes of customer data without sacrificing processing speed. The partnership is designed to ensure that companies can quickly and easily manage and analyze customer experience for improved customer relations and business success.

At an ever-increasing rate, companies are collecting voice, behavior and demographic data around customer service interactions for review and analysis. That content reflects the customer experience across multiple touch points, revealing underlying reasons for customer inquiries or concerns that have operational consequences for the contact center. In order to meet data processing requirements, companies need a system in place that can handle the sheer volume generated by these systems – and provide relevant, timely analysis for which course of action to take. ClickFox and Greenplum now provide a solution which gives companies a significant technology and business intelligence advantage.

“One of ClickFox’s top priorities is keeping the technology relevant so it exceeds customer needs,” said William Hawley, chief operating officer (COO) of ClickFox. “Our integration to Greenplum reinforces that goal to provide highly optimized speed in processing customer behavior and cross-channel analytics. ClickFox currently processes over half a billion multi-channel customer interactions per month for some of the nation’s largest businesses and service providers across industries, and this figure is expected to double in 2010. By giving our customers and partners access to the benefits of the ClickFox-Greenplum integration, we offer them the best of customer experience analytics combined with massively scalable, proven grid computing. Ultimately this translates into faster speed-to-intelligence and improved business operations.”

ClickFox’s CEA is directly integrated into Greenplum’s state-of-the-art shared-nothing MPP (massively parallel processing) architecture, which drives backend data warehousing services for companies. The ClickFox data architecture is optimized to easily port across the Greenplum system to process data transactions for rapid, actionable insight into the reasons behind customer issues.

“We’re pleased to be chosen by ClickFox as a strategic technology partner,” said Bill Cook, CEO of Greenplum. “Customer experience analytics is a high-growth market with leading companies across the globe prioritizing the need to understand, manage and improve their customer experience. Companies can now leverage our high performance platform via ClickFox, the market leader, which has proven the benefits of CEA across multiple industries.”

Business Systems breaks into customer analytics market

ClickFox News
ClickFox is continuing to expand its international presence through increased sales channels. Through this partnership, ClickFox is furthering its commitment to support and enhance success with its EMEA-based customers, and this distribution partnership with Business Systems is a key example. With a firm footprint in multiple vertical markets, Business Systems will resell ClickFox solutions as part of its portfolio. "There is growing demand for customer experience analytics in EMEA," Richard Mill, managing director at Business Systems. "We envision tremendous potential to bring ClickFox's technology to our respective current and potential customer bases replicating those positive results in additional markets."

ClickFox and Business Systems Partner to Bring Customer Experience Analytics to EMEA Companies

ClickFox News

ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, and Business Systems (U.K.) Ltd, U.K.'s largest and most established independent contact center specialist, today announced a partnership agreement and plans to market ClickFox's analytics software in Business Systems' suite of technology solutions. The companies are teaming up to address increased demand for customer experience analytics in Europe, the Middle East and Africa (EMEA). Their collaboration will address customer demand and adoption needs in order to provide the best solution based on technology, knowledge and deployment.

ClickFox and Business Systems Unite to Launch New Products and Services

ClickFox News
"ClickFox is a leader in customer experience analytics and Business Systems is known as the premier voice technology services organization in EMEA," said Ventana Research Vice President and Research Director for Customer and Contact Centers, Richard Snow. "This partnership will leverage their accomplishments at numerous U.S.- and EMEA-based companies to bring customer experience analytics within the reach of companies in EMEA. This will allow companies to address one of today's critical business issues - understanding the experience of their customers regardless of what channel they use to interact with the company."

The ClickFox Experience | Q2 Newsletter Published

ClickFox News
Our Q2 newsletter has been published and we wanted to share it with site visitors and blog readers. Feel free to share the link with your colleagues as well.

Ventana Research VP & Research Director Richard Snow Recommends ClickFox

ClickFox News
In a blog post published June 17th entitled "ClickFox Provides Visibility through Analytics on Customer Experience and Interactions" VP & Research Director Richard Snow recommends you take a look at what ClickFox can do to help you optimize the customer experience across channels.

DestinationCRM: ClickFox Analyzes the Customer Experience

ClickFox News
Key performance metrics and other contact center"“related statistics can sometimes cause number overload: Various metrics can be deemed critical -- ones that help improve operations, cut costs, or improve the overall customer experience. Looking to solve all three of these problems, Atlanta-based software company ClickFox has unveiled three business solutions based on customer experience analytics (CEA).

ClickFox Named as Finalist for 2009 SoftwareCEO Innovation Award

ClickFox Press Release

ClickFox CEO Marco Pacelli propels company to finalist spot in the “Most Innovative Enterprise Software” category.

ATLANTA, GA – May 27, 2009 — ClickFox, the pioneering leader of Customer Experience Analytics (CEA) software and solutions, today announced that the company has been nominated as a finalist in the “Most Innovative Enterprise Software” category for the 2009 SoftwareCEO Software Innovation Awards.

“SoftwareCEO’s annual Software Innovation Awards recognize our industry’s efforts and accomplishments in bringing innovative products and new business models to market,” said David Sommer, chief operating officer, CompTIA, and publisher of SoftwareCEO. “The companies selected as finalists for these prestigious awards are delivering real business value to customers with their products and services. We are pleased to recognize their achievements.”

SoftwareCEO’s annual Software Innovation Awards recognize products, ideas and business models that break with conventional software ideas and processes which produce results that go well beyond marginal improvements on that which already exists. Judged by a select panel of industry experts, finalists and award winners are evaluated on the following criteria:

* Scope of the innovation – What business problem/opportunity does the innovation address and what is the size of the problem/opportunity?

* Impact of the innovation on software or the software industry – What practical results (sales, users, profits, etc.) has the innovation had on a software product or the software industry? The innovation must be new and have both a current and future impact.

* Novelty of the innovation – How does the innovation break with traditional ideas or processes?

“It’s truly an honor to be named a finalist for SoftwareCEO’s 2009 Innovation Awards, particularly given the talented pool of ground-breaking companies that vie for this prestigious honor each year,” said ClickFox CEO Marco Pacelli. “From the start, ClickFox’s vision has been to deliver tremendous value to enterprises by looking past incremental changes and traditional practices. Instead, our innovative CEA solution represents a significant paradigm shift for best-in-class businesses of the 21st century by transcending a single channel view to deliver truly integrated cross-channel customer experience management.”

Mr. Pacelli was recently honored at the May 13 Red Herring North America Conference, where he was invited as a speaker and accepted a 2009 “Red Herring 100” award recognizing the 100 “most innovative” companies driving the future of technology. A veteran high-tech executive with over 18 years of experience in building and commercializing technologies and companies, Mr. Pacelli's experience spans many technological sectors from call centers to wireless telecommunications. After successfully founding both U3S and IBS from inception to over $25M+ in revenue (U3S was taken public and IBS was sold to NICE Systems in 1998), he built NICE's worldwide call center practice as Senior Vice President of Worldwide Sales and Channels prior to joining ClickFox as the company’s Chief Executive Officer.

Winners of the 2009 SoftwareCEO Innovation Awards in the eight categories will be announced on June 18. SoftwareCEO is a resource-packed electronic newsletter and web portal built by software executives for software executives, and is a part of CompTIA, the Computing Technology Industry Association. For 25 years, CompTIA has served as the voice of the world’s $3 trillion information technology industry; CompTIA membership extends into more than 100 countries and includes some of the world’s leading companies at the forefront of innovation.

ClickFox Named as a 2009 â€œRed Herring 100â€ Winner

ClickFox Press Release

Award Recognizes the 100 “Most Innovative” Companies Driving the Future of Technology

ATLANTA, GA – MAY 19, 2009 — ClickFox, the pioneering leader of Customer Experience Analytics (CEA) software and solutions, today announced that Red Herring Magazine has named the company a winner of Red Herring 100, an award given to the top 100 private technology companies based in North America. Winners were announced on May 13, 2009 at the exclusive Red Herring North America Conference where ClickFox Chief Executive Officer Marco Pacelli spoke at the event on the company’s vision and market strategy.

“This year drew well over one thousand entries and those that made The Red Herring 100 North America companies are definitely the ones to watch,” said Alex Vieux, publisher and CEO of Red Herring. “Despite the economic downturn, companies such as ClickFox are primed for success because of their role in the increasingly important field of customer experience. They will be in good company with past winners including Google, eBay, Skype and Twitter.”

“We’re thrilled to be selected from an elite group of more than 1,200 top technology companies in North America for this prestigious Red Herring award,” said Pacelli. “For more than a decade, Red Herring has consistently been ahead of the curve in honoring game-changing technology enterprises, from Netscape and Yahoo! to Salesforce.com and Google. By enabling a true cross-channel understanding of the customer experience, ClickFox is re-defining how leading 21st century businesses will understand and interact with their most important constituents: their customers.”

Red Herring 100 award selection methodology
The Red Herring editorial team deployed a detailed process to whittle down a pool of 1,200 eligible, promising companies to the 200 Finalists and in a last round decided for the top 100 winners of this important North American award. Evaluations were made on both quantitative and qualitative criteria, such as financial performance, innovation, management, global strategy, and ecosystem integration. The Winners, elite executives and venture capital leaders from North America celebrated the Top 100 Privately Held Companies in San Diego on May 11-14, 2009.

Adaptive Engineering & ClickFox Partner to Deliver Next-Gen Desktop Customer Experience Intelligence

ClickFox Press Release

Both companies nominated for 2009 Red Herring Top 100 Awards recognizing North America’s “Most Promising” companies driving the future of technology

SAN DIEGO, CA – May 13, 2009 – At the Red Herring Top 100 Awards, Adaptive Engineering, a leading developer of collaboration and unified communication software product and solutions for enterprises and ClickFox, the leader in Customer Experience Analytics (CEA) software and solutions today announced a strategic partnership. Leveraging the collective technology assets and expertise of the two organizations, the partnership is expected to accelerate the co-development of next-generation customer experience solutions as well as boost cost-savings and value delivered to their respective client bases.

“This strategic alliance between our two companies emphasizes the demand in the market for continued improvements in system usability and understanding customer behavior,” said Allan Stern, CEO and Founder of Adaptive Engineering. “We look forward to expanding Adaptive’s unique business model and approach to new customers while also incorporating ClickFox’s innovative approach to managing the total customer experience into our advanced technology.”

Adaptive Engineering designs applications to help enterprises increase productivity by simplifying the way employees communicate and interact, applying fresh visual metaphors to textual data, applications or systems, and decreasing the time it takes users to learn and react to a situation. The course of action is real-time, intuitive and creates collaborative communities, making employees more efficient and work more enjoyable.

With the unique ability to effortlessly aggregate data from all touch points and other analytics sources — such as speech analytics, web analytics, quality monitoring, agent scoring, work force optimization and beyond — ClickFox is the only solution provider in the industry to enable businesses to comprehensively manage the “Total Customer Experience.” Using a unique customer identifier to map and analyze cross-channel interactions, ClickFox CEA helps some of the nation’s largest businesses and service providers address the growing imperative of strategically managing customer experience as an integrated, cross-channel core competency. By aligning customer intention and behavior with an organization’s operational and strategic objectives, ClickFox enables enterprises to address today’s critical challenges of carving out operational costs while at the same time boosting service quality and customer retention.

“As companies across virtually every industry look to navigate to safer waters in this extremely challenging economic environment, they are getting back to basics by focusing on the mission-critical tasks of improving the customer experience to shore up satisfaction and retention while also looking for ways to dramatically reduce operating costs,” said Marco Pacelli, ClickFox’s CEO. “By partnering with Adaptive Engineering, ClickFox will be even better positioned to help our customers address these challenges by delivering even greater value and savings to their bottom line. Adaptive’s innovative systems and intuitive visual applications set them apart from other Unified Communications solutions — providing a number of opportunities to jointly develop new, innovative ways of holistically understanding and analyzing the total customer experience.”

Both Adaptive Engineering and ClickFox were recently named as finalists in the Red Herring’s North America 100 Award, a prestigious list honoring 2009’s most promising private technology ventures that are leading the next wave of innovation. For over 10 years the awards have been given to the top 100 companies based upon their technological innovation, management strength, market size, investor record, customer acquisitions and financial health. Each year, Red Herring receives hundreds of nominations from companies in a wide range of industries, including telecom, communications, security, Web 2.0, software, hardware, biotech, clean tech, among many others.

The CEOs of the 200 finalists were invited to present their innovative technologies and winning strategies at the Red Herring Conference in San Diego on May 11, 2009, where the Red Herring Top 100 will be officially announced.

About Adaptive Engineering
Adaptive Engineering is the software development company that provides efficient and intuitive visual solutions to businesses and organizations looking to save time and money. Their custom-built applications and unique business challenge approach allow enterprises to focus on cost, innovation and how to differentiate yourself from your competitors and can be found streamlining business processes in enterprises and call centers worldwide. More information is available at: www.adaptiveengine.com

About ClickFox
ClickFox is the defining leader of Customer Experience Analytics (CEA) software and solutions. By visually synthesizing all interaction touches, ClickFox enables businesses to manage the “Total Customer Experience” by connecting the dots and making sense of the complex choices of customer interactions that drives revenues, loyalty, and defections. 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, visit www.clickfox.com

About Red Herring
Red Herring is a global media company uniting the world's best high technology innovators, venture investors, and business decision-makers in a variety of forums: a leading innovation magazine; an online daily technology news service; technology newsletters, and major events for technology leaders around the globe. Red Herring provides an insider's access to the global innovation ecosystem, featuring unparalleled insights on the emerging technologies driving the economy. For more information, visit www.redherring.com

ClickFox CEO Invited to Speak at 2009 MIT Sloan CIO Symposium

ClickFox Press Release

Joining more than 50 leading academics and senior IT executives at the nation's premier CIO event, Marco Pacelli to share perspectives on the future of Enterprise 2.0

ATLANTA, GA – MAY 11, 2009 — ClickFox, the pioneering leader of Customer Experience Analytics (CEA) software and solutions, today announced that the company’s CEO, Marco Pacelli, has been invited to speak at the 2009 MIT Sloan CIO Symposium — the premier international event for CIOs and senior IT executives — to be held in Cambridge, MA on May 20, 2009.

Joining more than 50 presenters from a wide range of industries, as well as leading academics from the MIT Sloan School of Management, Pacelli is scheduled to be a panelist in a 3:00-4:00ET session entitled, “Enterprise 2.0: What Role Should Collaboration Technologies Play in Challenging Times?” The session will examine how companies are deploying tools supporting Enterprise 2.0 — or Web 2.0-style collaboration within the enterprise — and experimenting with new approaches for applications ranging from business intelligence to collaboration to knowledge management. In addition to discussing the value of these tools to business performance, the panelists will share their perspectives on the role of these technologies in lean financial times and beyond.

The theme of the 2009 MIT Sloan CIO Symposium is, “Sustaining CIO Leadership in a Changing Economy.” The nation's premier CIO event now in its sixth year, the symposium is an annual one-day conference where CIOs and other senior business executives from around the world gather to explore how leading-edge academic research and innovative technologies can help address the practical challenges faced in today’s changing economy. Part of MIT's rich intellectual tradition of education and research, the MIT Sloan School of Management is one of the world's leading business schools — conducting cutting-edge research and providing management education to top students from more than 60 countries.

“MIT Sloan offers the best IT leadership education in the world, and by extension, the CIO Symposium is significant because it examines issues and challenges most on the minds of IT leaders today,” said Graham C. Rong, the 2009 CIO Symposium Chair. “Our attendance remains high because we find and attract key business leaders such as ClickFox’s CEO Marco Pacelli, who offer practical insight and advice. Attendees spend one day learning how to overcome challenges in today’s volatile economy, so they can work smarter the other 364.”

A veteran high-tech executive with over 18 years of experience in building and commercializing technologies and companies, Mr. Pacelli's experience spans many technological sectors from call centers to wireless telecommunications. After successfully founding both U3S and IBS from inception to over $25M+ in revenue (U3S was taken public and IBS was sold to NICE Systems in 1998), he built NICE's worldwide call center practice as Senior Vice President of Worldwide Sales and Channels prior to joining ClickFox as the company’s Chief Executive Officer.

More than 500 CIOs and senior IT executives will be attending the 2009 MIT Sloan CIO Symposium, which will take place Wednesday, May 20, 2009, 7:30 am to 7:00 pm at Kresge Auditorium, MIT (77 Massachusetts Avenue, Cambridge, MA).

ClickFox Named as Finalist for â€œRed Herring North America 100â€ Award

ClickFox Press Release

Company selected from more than 1,000 entries

ATLANTA, GA – MAY 6, 2009 — Red Herring Magazine today announced that ClickFox, the pioneering leader of Customer Experience Analytics (CEA) software and solutions, has been named one of the finalists in the “Red Herring 100 North America” award program. As part of this elite group, Marco Pacelli, chief executive officer (CEO) of ClickFox, will join the exclusive Red Herring North America Conference, May 11-13, 2009, in San Diego, California, where the technology industry’s most-innovative CEOs, venture financiers and corporate strategists will gather to meet this next wave of pioneering companies. Mr. Pacelli will be speaking at the event on May 13 at 3:30 p.m.

The Red Herring editorial team selected the most innovative companies from a pool of 1,200. The nominees are evaluated on both quantitative and qualitative criteria, such as financial performance, technology innovation, quality of management, execution of strategy, and integration into their respective industries.

This unique assessment of potential is complemented by a review of the actual track record and standing of a company, which allows Red Herring to see past the “buzz” and make the list an invaluable instrument for discovering and advocating the greatest business opportunities in the industry.

"This year was especially difficult," said Alex Vieux, Publisher and CEO of Red Herring. "There were so many great companies producing really innovative and amazing products that we had a difficult time narrowing it down to 200. Now we’re faced with the arduous task of selecting the final 100. We know that this year’s crop will grow into some amazing companies that are sure to go far."

For more than 10 years, The Red Herring 100 North America award, open to private technology companies headquartered in North America, has been given to the top 100 tech companies based upon their technological innovation, management strength, market size, investor record, customer acquisition, and financial health. During the several months leading up to the announcement, hundreds of companies in the telecom, communications, security, Web 2.0, software, hardware, biotech, and clean tech industries sent in their submissions to qualify for the award.

“We’re honored by this prestigious distinction from Red Herring as it speaks to our leadership in the customer experience analytics market,” said Pacelli. “In weathering the economic downturn, organizations seek to differentiate themselves based on customer experience and turn to companies that help them better understand their end user. To that end, ClickFox looks forward to helping those organizations deliver a next-generation customer experience.”

ABOUT CLICKFOX
ClickFox is the defining leader of Customer Experience Analytics (CEA) software and solutions. By visually synthesizing all interaction touches, ClickFox enables businesses to manage the “Total Customer Experience” by connecting the dots and making sense of the complex choices of customer interactions that drives revenues, loyalty, and defections. 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, visit www.clickfox.com.

ABOUT RED HERRING
Red Herring is a global media company uniting the world's best high technology innovators, venture investors, and business decision-makers in a variety of forums: a leading innovation magazine; an online daily technology news service; technology newsletters, and major events for technology leaders around the globe. Red Herring provides an insider's access to the global innovation ecosystem, featuring unparalleled insights on the emerging technologies driving the economy. For more information, visit www.redherring.com.

###

Contacts:
ClickFox:
Kristin Taylor
ClickFox Director of Marketing
Kristin.Taylor@clickfox.com
(404) 316-9475

Red Herring:
Yvonne Caprini
ycaprini@redherring.com
(650) 428 2900 x410

ClickFox Announces Three Customer Experience Analytics (CEA) Business Solutions

ClickFox Press Release

Industry’s only comprehensive cross-channel offerings address critical challenges of carving out operational costs, boosting customer experience and retention.

ATLANTA, GA – MAY 5, 2009 — ClickFox, the pioneering leader of Customer Experience Analytics (CEA) software and solutions, today announced three new business solutions: CEA for Operational Efficiency, CEA for Customer Satisfaction, and CEA for Customer Retention. The company developed the solutions to address the growing imperative of strategically managing customer experience as an integrated, cross-channel core competency in order to meet today’s critical challenges of carving out operational costs while at the same time shoring up customer satisfaction and retention.

With the unique ability to effortlessly aggregate data from all touch points and other analytics sources — such as speech analytics, web analytics, quality monitoring, agent scoring, work force optimization and beyond — ClickFox is the only solution provider in the industry to offer these solutions as comprehensive cross-channel offerings. Specifically, the solutions consist of integrated software and services that provide customer experience mapping and analysis, business process reengineering, reporting and portals — enabling complete executive business case reporting along with the ability to monitor and measure the impact of cross-channel customer experience analytics leveraging the ClickFox CEA Enterprise 2.0 solution. The new solutions have been designed as practical, pre-packaged solution offerings that enable businesses to easily and rapidly achieve significant, ongoing bottom-line benefits on the path to full-channel customer experience excellence.

Based on deep cross-industry experience and domain expertise, ClickFox’s CEA solution has a market-proven track record of success delivering rapid value to some of the nation’s largest businesses and service providers across industries ranging from telecom and healthcare to finance and insurance. ClickFox has grown their contracted transaction volume to over 7.7 billion complex transactions per year; total annual client savings is estimated in the $2 - $4 billion range.

ClickFox CEA for Customer Retention Solution uses the ClickFox CEA Enterprise 2.0 analytic platform to understand the specific customer behaviors and events that result in churn, enabling businesses to become more intelligent about what influences customer retention. By comparing the baseline experience of “non-churn” customers, businesses can leverage insights in two ways. First, this solution enables them to clearly identify the negative customer experiences that drive churn and intelligently respond to tie off leakages in customer retention. Second, with a deeper and more comprehensive understanding of the drivers of customer churn, businesses can identify “at-risk” customers and pro-actively respond appropriately.

“Analytics in many different guises and applications have become core to enterprises in all industries around the globe,” said ClickFox CEO Marco Pacelli. “However, best-in-class organizations are looking past individual technologies and applications. Instead what they are really clamoring for are intelligent comprehensive analytics solutions for the corner office — solutions that can clearly and quickly both deliver high-impact recommendations as well as measure and analyze business impact.”

ClickFox will schedule a series of webinars in coming months to detail the specifics of these new solution offerings.

ClickFox CEA for Customer Satisfaction Solution enables businesses to holistically understand the “total customer experience” and the direct relationships leading to both negative and positive CSAT scores. By mapping end scores to the specific interactions/experiences that directly influence daily CSAT results, this solution enables enterprises to develop “predictability templates” to identify and proactively manage CSAT key drivers. Enabling enterprises to continually monitor customer satisfaction and service quality perceptions, this solution is an invaluable tool as businesses introduce new products/services, undergo organizational change (such as those resulting from mergers or re-structuring), react to external activities (such as media coverage) or face any other factors potentially impacting service quality and satisfaction.

ClickFox’s three new solutions provide enterprises with a proven road map to cross-channel customer experience excellence as well as a well-guided entry point to address some of the most critical challenges facing businesses today:

ClickFox CEA for Operational Efficiency Solution boosts operating efficiencies and carves out operational costs from a business’ service delivery system while also improving the overall customer experience. By using segmentation analytics to categorize customer interactions by channel type, frequency and other attributes, this solution enables enterprises to determine the cost and margin of each interaction as well as to develop an optimal cross-channel road map for reducing ongoing operational costs. With a proven track record of enabling large global organizations to drive immediate multi-million dollar cost-savings within weeks of implementation and analysis, this solution offering is a high return-on-investment tool designed to rapidly impact the bottom line.

ClickFox Wins Atlanta Business Chronicle's 14th Annual Pacesetter Awards

ClickFox Press Release

Prestigious awards honor Atlanta’s 50 Fastest-Growing Private Companies

ATLANTA, GA – APRIL 28, 2009 — ClickFox, the pioneering leader of Customer Experience Analytics (CEA) software and solutions, today announced that the company was named a winner of the Atlanta Business Chronicle's 14th Annual Pacesetter Awards honoring Atlanta's 50 Fastest-Growing Private Companies. With bookings growth of nearly 400% between 2006 and 2008, ClickFox won the prestigious award for the first time in company history — earning the 44th spot on the region’s leading business publication’s exclusive ranking.

After being named as an award finalist, ClickFox was named a Pacesetter Award winner on Friday, April 24 at an awards ceremony held at the Cobb Galleria Centre. Qualifying companies were privately-held companies headquartered in the 20-county Atlanta metro area, experienced a two-year growth in sales of more than 50 percent, and posted 2008 revenues between $1 million and $300 million. The companies were ranked according to a weighted average growth index formula, which was used to even the field among companies of different sizes.

“In the midst of an economic collapse, these companies found a way to grow by a minimum of 50 percent-plus during the last two years,” wrote Thornton Kennedy, the Atlanta Business Chronicle’s Industry Focus Editor in the Pacesetter Awards special edition. “Congratulations to these...businesses and their innovative CEOs and founders, who have remained committed to growth in the face of a challenging environment.”

“Winning the Atlanta Business Chronicle’s Pacesetter Award is a great honor as well as further validation of the tremendous value that ClickFox’s Customer Experience Analytics solution brings to leading Fortune 500 companies — particularly during an economic environment of extreme belt tightening,” commented ClickFox CEO Marco Pacelli. “Large businesses today don’t need more data, but instead need more insight. Unlike our competitors, we’re the only company that offers a comprehensive cross channel solution that helps them connect the dots to dramatically improve both the customer experience and operational efficiency. And as enterprises across a wide range of industries continue to focus on getting back to basics, ClickFox also continues to be well positioned for future growth and success going forward.”

ClickFox to Host Part III in Webinar Series on Customer Experience Analytics

ClickFox Press Release

Forrester Customer Experience research analyst to discuss best practices in cross-channel design & analysis on path to delivering integrated, enterprise-wide customer experience

ATLANTA, GA – APRIL 27, 2009 — ClickFox, the pioneering leader of Customer Experience Analytics (CEA) software and solutions, today announced its third Webinar in a series focused on CEA — scheduled for Thursday, April 30, 2009 - 2:00pm-3:00pm EST. ClickFox CEO Marco Pacelli and Chief Marketing Officer Anna Convery will be hosting the webinar as presenters, along with featured guest Adele Sage, a Forrester Research analyst focused on Customer Experience and cross-channel design.

Entitled “Delivering an Integrated Customer Experience: Best Practices in Cross-Channel Design & Analysis,” the webinar will discuss a range of topics around the challenges and opportunities facing enterprises in an increasingly complex and sophisticated world of cross-channel customer experience design. In addition to sharing cross-channel design best practices, Forrester’s Sage will discuss the current state of cross-channel analysis and experience, why customers become dissatisfied as they navigate across channels, how lack of consistency, continuity and insight negatively impacts customer experience, as well as how companies can seize the opportunity to differentiate themselves with seamless, integrated cross-channel experience.

The webinar will also offer attendees an exclusive preview of three new ClickFox solution offerings — new advanced uses of customer experience analytics scheduled for announcement in early May.

To register for the April 30 webinar (from 2:00pm-3:00pm EST), click here.

To view recordings of previous webinars in this series, please visit the webinars page in our download library.

ClickFox Named Finalist for the Atlanta Business Chronicle's Pacesetter Awards

ClickFox Press Release

ATLANTA, GA – APRIL 20, 2009 — ClickFox, the pioneering leader of Customer Experience Analytics (CEA) software and solutions, today announced that the company has been selected as a finalist for the 14th Annual Pacesetter Awards presented by the Atlanta Business Chronicle.

Recognizing the fastest-growing private companies in Atlanta, the 2009 Pacesetter Award finalists were selected by the editors of the Atlanta Business Chronicle. Qualifying companies are privately-held companies headquartered in the 20-county Atlanta metro area, have experienced a two-year growth in sales of more than 50 percent, and have posted 2008 revenues between $1 million and $300 million.

“Given the tremendous breadth and depth of entrepreneurial talent in the Atlanta region, it is truly an honor to join such an elite group of successful, rapidly-growing companies by being named as a finalist for the 2009 Pacesetter Awards,” commented ClickFox CEO Marco Pacelli. “As companies in every industry tighten their belts and budgets during the downturn, ClickFox continues to be well positioned for future growth as businesses focus on getting back to basics by identifying opportunities to carve out ongoing operational costs in their cross-channel service delivery systems while also shoring up customer experience and retention.”

The Atlanta Business Chronicle will be hosting the annual awards celebration for all Pacesetter Award finalists at a breakfast on Friday, April 24 at the Cobb Galleria Centre, where the official list of Atlanta’s 50 fastest-growing private companies will be announced.

ClickFox CMO, Anna Convery, interviewed at SpeechTechnology Magazine

ClickFox News
Anna Convery, ClickFox CMO, was one of the executives interviewed by SpeechTechnology Magazine for the article "Taming the Multichannel Monster."

The ClickFox Experience | Quarterly Newsletter Published

ClickFox News
We just sent out our quarterly newsletter and wanted to share it with site visitors and blog readers as well. Feel free to share the link with your colleagues as well.

ClickFox Selected as Top 40 Innovative Georgia Technology Company

ClickFox Press Release

“It’s an honor to be recognized for our innovation and industry leadership by earning a spot on TAG’s list of 2009 innovative companies in Georgia,” commented ClickFox CEO Marco Pacelli.

ATLANTA, GA – March 09, 2009 — ClickFox, the pioneering leader of Customer Experience Analytics (CEA) software and solutions, today announced that the company has been selected as one of the Top 40 Innovative Technology companies in Georgia by the Technology Association of Georgia (TAG), the state’s leading technology organization.

The TAG Top 40 were chosen based on a number of criteria, including: degree of innovation; scope and financial impact of innovation; likelihood of success; and promotion of Georgia's innovative efforts nationally and internationally. Companies selected to be in the Top 40 participated in a showcase exhibit at the Georgia Technology Summit, attracting some 1000 of the state's technology leaders.

"Our congratulations to ClickFox for making this year's Top 40 list,” said Tino Mantella, president of TAG. " Every year the Top 40 competition is one of the highlights of the Georgia Technology Summit, and this year is no exception.”

Transcending a limited single channel view, ClickFox CEA is the only customer experience analytics solution that visually synthesizes and analyzes every point of the multi-channel customer interaction process to deliver a complete, true understanding of the customer experience. ClickFox CEA represents the next-generation in customer management and intelligence, uniquely enabling businesses to dramatically boost the return-on-investment on their existing technologies—ranging from self-service automation systems to large enterprise systems. ClickFox helps some of the nation’s largest telcos, financial institutions, and other leading Fortune 500 enterprises gain unprecedented visibility and understanding into the complex web of customer behavior that drives revenues, loyalty, and defections.

“It’s an honor to be recognized for our innovation and industry leadership by earning a spot on TAG’s list of 2009 innovative companies in Georgia,” commented ClickFox CEO Marco Pacelli. “ClickFox’s inclusion on the Top 40 list is further validation that we’ve charted the right course in developing a unique, cross-channel solution to address the growing imperative of carving out costs to serve while also bolstering service quality and customer loyalty. In this extremely challenging business environment, our customers have discovered that ClickFox CEA is a high ROI tool enabling them to address these critical needs by making the absolute most out of their existing technology investments.”

ClickFox CEO, Marco Pacelli, interviewed on CRM-Daily.com

ClickFox News
Mr. Pacelli gives his top tips to build and keep customer loyalty with CRM.

Amdocs Signs Agreement with ClickFox to Sell Customer Experience Analytics Solutions

ClickFox Press Release

“We’re extremely excited to be partnering with Amdocs, the innovative leader in customer experience systems and services," commented ClickFox CEO Marco Pacelli.

ATLANTA, GA – February 17, 2009 — ClickFox, the pioneering leader of Customer Experience Analytics (CEA) software and solutions, today announced that it has signed an agreement with Amdocs to offer its award-winning CEA solution to service providers. Under the agreement, Amdocs will utilize ClickFox CEA—a patented behavioral analysis engine that visually synthesizes all interaction channels to manage the “total customer experience”—as part of its service delivery to consulting clients worldwide.

Amdocs is the market leader in customer experience systems innovation, enabling world-leading service providers to deliver an integrated, innovative and intentional customer experience™ at every point of service. Amdocs provides solutions that deliver customer experience excellence, combining the software, services and expertise to help its customers execute their strategies and achieve service, operational and financial excellence.

“Customer Experience Analytics has finally come of age—evolving from an interesting yet untested concept to a rapidly emerging strategic capability that has delivered demonstrable, hard ROI value to Fortune Global 500 companies and other industry-leading businesses around the world,” commented ClickFox CEO Marco Pacelli. “We’re extremely excited to be partnering with Amdocs, the innovative leader in customer experience systems and services. In both the best of times and the worst, ClickFox helps businesses focus on their most mission-critical priorities—from boosting customer loyalty to carving out wasteful inefficiencies—enabling them to successfully weather the storm and navigate to safer waters by shoring up the bottom line while also building sustainable competitive advantage.”

Transcending a limited single channel view, ClickFox CEA is the only customer experience analytics solution that visually synthesizes and analyzes every point of the multi-channel customer interaction process to deliver a complete, true understanding of the customer experience. ClickFox CEA represents the next-generation in customer management and intelligence, uniquely enabling businesses to dramatically boost the return-on-investment on their existing technologies—ranging from self-service automation systems to large enterprise systems. With the technical flexibility to work with a wide range of platforms, channels, technologies, and data formats, ClickFox CEA has helped some of the nation’s largest telcos, financial institutions, and other leading Fortune 500 enterprises gain unprecedented visibility and understanding into the complex web of customer behavior that drives revenues, loyalty, and defections.

ClickFox mentioned in AtlanTech 2008 venture funding list

ClickFox News
AtlanTech focuses on the entrepreneurs who drive Atlanta's technology industry and the investors who fuel them. Written by Urvaksh Karkaria, AtlanTech has the scoop on technology deals who's raising how much, from whom and for what. The blog also focuses on trends that impact technology businesses in Atlanta and serves as a sounding board for the community.

Datamonitor Argues Virtues of Web 2.0 Technologies in Contact Centers

ClickFox News
According to independent market firm, Datamonitor, contact centers can utilize Web 2.0 technologies presented in such websites as Twitter to advance customer service efforts. Aphrodite Brinsmead, customer interaction technologies analyst at Datamonitor, examined this phenomenon and offered insight into current and future possibilities. Brinsmead also recommended that customer service analysis vendors such as ClickFox, SAS and SPSS find ways to use the information from social networking to help enterprises understand and analyze data from customers.

Local CRM Experts Share What'ss Hot, What's Not at TAG CRM Meeting

ClickFox News
Bruce Culbert, CEO, iSymmetry and Chairman/Co-Founder, myCRMcareer, will join fellow panelists Anna Convery, CMO ClickFox and Mark Storm, Regional VP, salesforce.com, to discuss What's Hot and What's Not at the upcoming "State of the CRM Industry" meeting.

ClickFox Receives 2008 Product of the Year Award Presented by Customer Interaction Solutions Magazine

ClickFox Press Release

ClickFox Customer Experience Analytics (CEA) honored for outstanding innovation

ATLANTA ,GA – January 14, 2009 – ClickFox, Inc., the defining leader of Customer Experience Analytics (CEA) software and solutions, announced today that the ClickFox CEA solution has received a 2008 Product of the Year Award from Technology Marketing Corporation’s (TMC) Customer Interaction Solutions magazine, the leading publication covering CRM, call centers and teleservices since 1982.

“I am pleased to honor ClickFox for their hard work and accomplishments. Their commitment to quality and excellence benefit the contact center experience as well as ROI for the companies that use them,” said Nadji Tehrani, Executive Group Publisher and Editor-in-Chief of Customer Interaction Solutions. “For 11 years, Customer Interaction Solutions magazine has recognized the companies which demonstrate excellence in technological advancement and application refinements.”

ClickFox CEA software is the industry’s only comprehensive customer experience analytics solution that enables enterprises to understand the total customer experience across and within every step of the multi-channel customer interaction process—connecting the dots to understand how the overall experience impacts enterprise goals and results. From self-service systems to email/online interactions to contact center operations, ClickFox’s patented technology synthesizes all customer touch points, uniquely delivering a visually intuitive mapping of all interactions as customers move through channels over time. With this holistic customer view, enterprises can build a significant competitive advantage by enabling better, faster decision-making, reducing costs to serve, and boosting customer service and loyalty.

“We’re honored to receive Customer Interaction Solutions’ top honors for their 2008 Product of the Year award,” commented ClickFox CEO, Marco Pacelli. “By providing critical insight and enabling smarter decisions, ClickFox CEA is an invaluable tool in any economic climate, providing exceptional return-on-investment. Our customers—which include many top Fortune 500 service providers in telecom, financial services and beyond—have successfully deployed our solution to minimize overall costs to serve while at the same time, bolstering and renewing their focus on the customer experience.”

Coming off the company’s strongest financial performance to date, ClickFox ended the record-breaking year with a string of customer wins, capped off by a 100%+ leap in growth over 2007. In 2008, the company signed on a number of new customers across a wide range of industries; the company’s customers now include all the leading US-based telecommunications providers, in addition to an impressive roster of Fortune 500 companies in industries as diverse as financial services, insurance, technology, healthcare, retail, utilities, media, and travel. Boasting a 100% SaaS contract renewal from existing customers, ClickFox also set the stage to build on this surging momentum in 2009 by growing the company’s ecosystem of partners in 2008 with world-class technology companies such as Accenture, Nuance and Convergys/Intervoice.

The 11th Annual Product of the Year Award winners will be featured in the January 2009 issue of Customer Interaction Solutions magazine. For more information about the Customer Interaction Solutions’ 2008 Product of the Year Awards or any of the TMC media properties, please visit www.tmcnet.com.

About ClickFox
ClickFox, an Atlanta-based software company, is a pioneer in Customer Experience Analytics. ClickFox’s patented, proven technology enables companies to transform existing customer data into true, objective insight by showing customers’ step-by-step behavior in and across self-service systems, such as voice and speech-enabled IVRs, CTI, Web, kiosks, wireless devices, and CRM applications. ClickFox translates interactions from multiple service touch points into an intuitive, visual map, revealing quickly and easily what customers actually do and why, so that companies can align customer needs to their business objectives. Find company information at http://www.clickfox.com.

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ClickFox Contact:
Kristin Taylor
ClickFox Director of Marketing
Kristin.Taylor@clickfox.com
(404) 316-9475

ClickFox, Inc. Closes 2008 With 100%+ Growth Over Previous Year

ClickFox Press Release

Company momentum surges with new customers, 100% contract renewal rate, significant new partnerships, and expanded solution offerings.

ATLANTA – January 13, 2009 – ClickFox, Inc., the defining leader of Customer Experience Analytics (CEA) software and solutions, today announced the company’s 2008 fiscal year results. Marking the company’s strongest financial performance to date, the year saw a string of successes capped off by a 100%+ leap in booking growth over 2007, dramatically exceeding overall industry growth forecasts. With the record-breaking growth, the company extends its successful track record of growing year-over-year, providing surging momentum and an expanded customer base on which to accelerate growth in 2009.

Over the past year, ClickFox signed on a number of multi-million dollar deals with new customers across a wide range of industries; the company’s customers now include all six of the top US-based telecommunications providers, in addition to an impressive roster of leading companies in industries as diverse as financial services/insurance, technology, healthcare, retail, utilities, media, and travel. ClickFox received a strong vote of confidence for the company’s industry-leading CEA5 solution with a 100% SaaS contract renewal from existing customers. Growing the company’s ecosystem of partners in 2008—which include world-class technology companies such as Accenture and Nuance —ClickFox signed several new partnership agreements with companies including Convergys/Intervoice (NYSE::CVG) and Amdocs.

“We’ve continued to find success by addressing a compelling, underserved need in the marketplace—helping businesses dramatically boost operational efficiency and profitability by holistically analyzing the total customer experience across all channels,” commented ClickFox CEO, Marco Pacelli. “In good times, we can help companies identify new avenues for growth and profitability for competitive advantage. In tough times, as we’re seeing today, our customers have turned to ClickFox with a renewed focus on shoring up customer satisfaction and loyalty by providing the best possible customer experience while at the same time, minimizing overall costs to serve.”

ClickFox’s patented technology is quickly becoming the customer analytic standard across Fortune 500 enterprises to help carve out ongoing operational costs, reduce customer churn and more by enabling a behavioral business approach to managing the total customer experience across all channels. As the company continues to add new customers—and existing customers continue to expand ClickFox’s solution throughout the enterprise—the company has also seen large growth in the volume of customer data, service requests and transactions supported. ClickFox currently processes over 400 million Customer Experience Saas interactions per month (4.8 billion per year) across its customers and expects these numbers to continue to rise in 2009 as the company gears up for increased transaction volume from new and existing customers.

The past year has also seen significant enhancements to ClickFox’s CEA5, the company’s flagship product, ClickFox CEA5 continues to deliver an award winning visualization and analysis application. Also adding to its extensive analytic engine, CEA5 has been upgraded to include a Churn analytics portal, in addition to integration into Contact Center Recording and speech analytics systems.

“We are pleased with the success we’ve had across several market segments as more and more companies recognize the true value—and bottom line results—that comes with holistically managing the total customer experience to not only maintain but also build increasingly profitable relationships,” Pacelli continued. “As the only solution provider in the market with the ability to truly integrate and visually synthesize all customer channels to enable this holistic customer management, we’re excited by the prospects of building on our strong momentum in the new year.”

About ClickFox
ClickFox, an Atlanta-based software company, is a pioneer in Customer Experience Analytics. ClickFox’s patented, proven technology enables companies to transform existing customer data into true, objective insight by showing customers’ step-by-step behavior in and across self-service systems, such as voice and speech-enabled IVRs, CTI, Web, kiosks, wireless devices, and CRM applications. ClickFox translates interactions from multiple service touch points into an intuitive, visual map, revealing quickly and easily what customers actually do and why, so that companies can align customer needs to their business objectives. Find company information at http://www.clickfox.com.

###

ClickFox Contact:
Kristin Taylor
ClickFox Director of Marketing
Kristin.Taylor@clickfox.com
(404) 316-9475

ClickFox to Host Part II in Webinar Series on Customer Experience Analytics

ClickFox Press Release

The second Webinar in the ClickFox Webinar series focused on CEA will highlight the renewed focus on mission critical success factors caused by the strains of the economic recession which crosses multiple industries. Additional topics include how technology will be required to achieve corporate goals, and why new investments should be geared toward driving a competitive advantage that not only addresses customer retention, but attracting new customers as well.

ATLANTA, Ga. – December 9, 2008 – ClickFox Inc., the pioneering leader of Customer Experience Analytics (CEA) software and solutions, today announced its second Webinar in a series focused on CEA. Presenting at this event will be ClickFox Chief Marketing Officer Anna Convery, who will discuss how CEA can help companies weather today’s economic storm. Also presenting will be featured guest, Bruce Temkin, vice president and principal analyst of Forrester Research. The live webinar entitled “Finding Your Competitive Advantage using Customer Experience Analytics,” will take place on Thursday, December 11, at 1:00 pm Eastern. For more information and to register, click here.

The Webinar will highlight the renewed focus on mission critical success factors caused by the strains of the economic recession which crosses multiple industries. Additional topics include how technology will be required to achieve corporate goals, and why new investments should be geared toward driving a competitive advantage that not only addresses customer retention, but attracting new customers as well. Temkin will define his position on the role of Experienced Based Differentiation (EBD) in this equation, followed by Convery, who will explain how forward thinking customers are using CEA today to help implement EBD and achieve success.

“We are delighted with the response we have seen toward this webinar series, and what we believe it says about the critical nature of Customer Experience during a recession,” noted Marco Pacelli, CEO of ClickFox. “Hundreds of professionals in telecommunications, high-tech, utilities, finance and insurance are registering for these events, and when surveyed, 72% say that CEA is extremely or very critical to their company's success,” he added.

In November, ClickFox hosted the first webinar in this series, entitled “Reducing Service Costs While Improving Customer Experience with Customer Experience Analytics” which featured guest speaker Elizabeth Herrell, also with Forrester Research. Herrell was joined by ClickFox CEO Pacelli, and together they discussed the imperative of going beyond traditional metrics to get to the “why” of customer behavior using Customer Experience Analytics, which delivers visual, holistic, actionable customer experience insight across all self-service contact center, Web and retail channels. To view this event on demand, click here.

About ClickFox
ClickFox, an Atlanta-based software company, is a pioneer in Customer Experience Analytics. ClickFox’s patented, proven technology enables companies to transform existing customer data into true, objective insight by showing customers’ step-by-step behavior in and across self-service systems, such as voice and speech-enabled IVRs, CTI, Web, kiosks, wireless devices, and CRM applications. ClickFox translates interactions from multiple service touch points into an intuitive, visual map, revealing quickly and easily what customers actually do and why, so that companies can align customer needs to their business objectives. Find company information at http://www.clickfox.com.

Breaking down the barriers to customer experience measurement

ClickFox News
Whilst many organisations have a strong desire to improve their customers' experience, they are hampered by barriers to effective measurement. But the latest wave of customer experience analytics may clear the way.

Former Nexidia Executive Anna Convery Joins ClickFox as CMO

ClickFox Press Release

“Having Anna join our team is a great milestone in the growth of ClickFox and further confirms our bright future. We continue to attract the talent that will allow us to have the rapid growth this market is demanding of us.”

ATLANTA – August 4, 2008 – ClickFox, Inc., the leader in Customer Experience Analytic Solutions, today announced that Anna Convery has joined as Chief Marketing Officer. ClickFox delivers patented technology that analyzes customer interactions, behavior and experiences across all enterprise touch points to deliver true insight into the total customer experience.

At Nexidia, Convery was responsible for developing the product and marketing strategy that positioned Nexidia as the industry leader in audio mining and speech analytics solutions.

“Having Anna join our team is a great milestone in the growth of ClickFox and further confirms our bright future. We continue to attract the talent that will allow us to have the rapid growth this market is demanding of us,” said Marco Pacelli, CEO of ClickFox. “Anna’s track record as a market-maker and depth of expertise in analytics will ensure ClickFox continues to lead and shape the customer experience analytics market.”

Prior to Nexidia, Convery held various marketing and business development roles in IBM Corporation, Jacada Ltd. and Unibol Inc. throughout EMEA (Europe, Middle East and Asia) and North America.

“The ClickFox vision of holistically understanding customer experience answers a compelling need in the industry,” Convery said. “In working with many Fortune 500 companies over the past few years, I have seen this need grow exponentially. Truly understanding customer experience has become the competitive differentiator for many of these organizations. In my role as CMO, I look forward to making Customer Experience Analytics a core strategic initiative of successful businesses throughout the world.”

As a recipient of the 2007 Women in Technology of the Year Award and acknowledged as one of Atlanta’s 40 under 40 by the Atlanta Business Chronicle, Convery has clearly established herself as a leader and pioneer in the industry.

About ClickFox
ClickFox, an Atlanta-based software company, is a pioneer in Customer Experience Analytics. ClickFox’s patented, proven technology enables companies to transform existing customer data into true, objective insight by showing customers’ step-by-step behavior in and across self-service systems, such as voice and speech-enabled IVRs, CTI, Web, kiosks, wireless devices, and CRM applications. ClickFox translates interactions from multiple service touch points into an intuitive, visual map, revealing quickly and easily what customers actually do and why, so that companies can align customer needs to their business objectives. Find company information at http://www.clickfox.com.

Top Avaya Executive Dave Johnson Joins the ClickFox Board of Directors

ClickFox Press Release

“David brings tremendous global industry expertise and leadership to our board,” said Marco Pacelli, CEO of ClickFox. “David joined our board to be a hands on resource, to use his winning abilities to help evolve our business and inspire our next generation of analytic solutions.”

ATLANTA – June 10, 2008 – ClickFox, Inc., the leader in Customer Experience Analytic Solutions, is honored and pleased to welcome David P. Johnson as the newest member of the ClickFox Board of Directors. ClickFox delivers patented technology that analyzes customer interactions, behavior and experiences across all enterprise touch-points to deliver true insight into the total customer experience.

In his career, Mr. Johnson has helped shape the global communications technology industry. Johnson began his communications career in 1982 and quickly gained experience across sales, services, marketing, and operations. He lived in Hong Kong for more than three years as Lucent's Business Communications Systems Regional President for the Asia/Pacific region, and later became SVP of all International Sales and Service for Lucent Technologies' Enterprise Networks. Johnson was also one of the founding executives of Avaya and responsible for Avaya’s Worldwide Sales and Marketing. As a member of Avaya’s Executive Council, he was accountable for accelerating Avaya’s penetration of   existing channels while building relationships with new channels and forming global alliances.

Johnson was recently named as President and CEO of Jenne Distributors, a value-added distribution company specializing in the SMB and mid-market customer segment, based in Avon, Ohio.

“David brings tremendous global industry expertise and leadership to our board,” said Marco Pacelli, CEO of ClickFox. “David joined our board to be a hands on resource, to use his winning abilities to help evolve our business and inspire our next generation of analytic solutions.”

“I have been watching ClickFox closely and its growth in delivering the view and analysis of the total customer experience, which is what the industry has needed for years. This appointment is exciting to me because it allows me to truly add value and coaching for a company well on its way to success,” Johnson said. “In my 25 years experience, I have not often seen a company with the opportunity to influence an industry the way ClickFox can.”

About ClickFox
ClickFox, an Atlanta-based software company, is a pioneer in Customer Experience Analytics. Its patented technology enables companies to transform existing customer data into true, objective insight by showing customers’ step-by-step behavior in and across self-service systems, such as voice and speech- enabled IVRs, CTI, Web, kiosks, wireless devices, and CRM applications. ClickFox translates interactions from multiple service touch points into an intuitive, visual map, revealing quickly and easily what customers actually do and why, so that companies can align customer needs to their business objectives. Find company information at http://www.clickfox.com.

ClickFox Announces $12.5 Million Round of Funding

ClickFox Press Release

ClickFox Announces $12.5 million round of funding led by Ascent Venture Partners and existing partners. Cedar Fund, Veritas Venture Partners and Delta Ventures contributing

ATLANTA – June 9, 2008 – ClickFox, Inc., the leading provider of Customer Experience Analytics solutions, today announced that it has raised an additional $12.5 million in its latest round of funding. Leading this latest capital funding is Ascent Venture Partners of Boston MA, with ClickFox’s current investors Cedar Fund, Veritas Venture Partners and Delta Ventures contributing.

ClickFox’s Customer Experience Analytics solution provides a cradle to grave view of customer experiences across multiple business service touch points. With use of behavior pattern analytics and advanced segmentation, users are able to understand the effect customer experience has on key business drivers.

ClickFox’s success in this round of funding was driven by the fast growing global adoption for its Customer Experience Analytics (CEA) technology. “This latest capital investment will allow us to create our next generation products, developing more advanced applications that deliver more advanced Predictability Analytics, Customer Satisfaction Analytics and Customer Churn Analytics,”   said Marco Pacelli, CEO of ClickFox. “We’re on a path of rapid growth – customers are eager for the insight the ClickFox Customer Experience Analytics software provides. We are thrilled that our investors recognize our continued potential and our leadership in the space.”

“ClickFox is the leader in the Customer Experience Analytics market– a market that we believe has incredible growth potential,” said Geoff Oblak, General Partner of Ascent Venture Partners. “Customer service systems will only continue to grow in complexity, and enterprise executives

need sophisticated solutions to better understand customer behavior across all interaction points. ClickFox is the leading innovator in the market, with a proven solution and world class, Fortune 500 customers. The decision to invest was an easy one – we wanted to support the leader of this rapidly emerging market.”

About ClickFox
ClickFox, an Atlanta-based software company, is the leader in Customer Experience Analytics. Its patented Behavior Pattern Analytic technology enables companies to transform existing customer data into true, objective insight by showing customers’ step-by-step behavior in and across self- service systems, such as voice and speech-enabled IVRs, CTI, Web, kiosks, wireless devices, and CRM applications. ClickFox translates interactions from multiple service touch points into an intuitive, visual map, revealing quickly and easily what customers actually do and why, so that companies can align customer needs to their business objectives. Find company information at http://www.clickfox.com.

About Ascent Venture Partners
Ascent has been investing in early-stage, emerging technology companies since 1985. In backing over 90 companies, Ascent has remained committed to its mission of investing in exceptional entrepreneurs striving to build innovative market leaders. Ascent is an active and supportive investor, taking pride in the number of entrepreneurs who choose to work with Ascent on multiple opportunities. With over 80 years of combined venture capital experience, the Ascent investment team manages over $400M in committed capital. Find more information at http://www.ascentvp.com.

ClickFox Takes Customer Experience Analytics Beyond the Contact Center

ClickFox News
When people talk about the customer experience and customer satisfaction, they should be referring to the complete picture, from the moment a customer first enters a retail outlet or online market, not merely the contact with a call center agent or IVR system. Certainly, contact center activity is critical, but it's also directly related to other previous engagements, and that's what businesses need to be able to understand in order to truly understand the customer experience.

ClickFox and Intervoice Launch Joint Customer Analytics Solution

ClickFox Press Release

This relationship greatly expands the abilities of both companies to deliver on the growing demand for Customer Experience Analytics. Customers will now be able to upgrade and easily turn on the ClickFox solution to begin understanding the impact Customer Experience has on success, satisfaction and business goals.

VOICECON ORLANDO - March 18, 2008 – ClickFox,   Inc.,   a   software   company delivering patented technology that analyzes customer experience across any customer service touch-points, today announced a relationship with Intervoice, Inc. (NASDAQ: INTV). Together Intervoice and ClickFox are offering a tightly integrated solution that will deliver the power of Customer Experience Analytics across the Intervoice solution suite, including the latest release of Intervoice Voice Portal (IVP) and version 4 of Intervoice IP Contact Center (IPCC).

This relationship greatly expands the abilities of both companies to deliver on the growing demand for Customer Experience Analytics. Customers will now be able to upgrade and easily turn on the ClickFox solution to begin understanding the impact Customer Experience has on success, satisfaction and business goals. ClickFox and   Intervoice are already working together with several customers.

“We are very pleased to be working with ClickFox.   We are seeing increasing customer demand for end-to-end contact center analytics to improve the customer experience,” said Ken Goldberg, Intervoice Senior Vice President of Marketing, Alliances, and   Corporate Development.     “The solution will give Intervoice more visibility into the customer experience in order to further optimize applications and improve customer satisfaction.”

ClickFox’s technology works with any enterprise interaction system architecture by taking native system activity logs and unstructured data from any source to build a patented, visual model of behavior. The solution then clearly demonstrates the affects that customer experiences have on the “key” business drivers across the enterprise. This relationship will combine Intervoice’s proven ability to deliver technology and   contact center solutions with the power of ClickFox’s customer experience analytics to help companies maximize the effectiveness and performance of their customer service channels. This joint offering will deliver to the customer a “total view” of behavior and its true business impact for the first time.

“I believe this relationship is a great opportunity for ClickFox, Intervoice and our customers.” said ClickFox CEO, Marco Pacelli. “We are creating a very valuable and very powerful joint solution that customers are demanding. Organizations can not continue to grow and improve unless they truly understand what their customers are really doing and can build business models to respond to that behavior. ClickFox and Intervoice can provide that solution.”

Visit the ClickFox solution at Booth 334 at VoiceCon, Orlando FL March 17 through March 20.

About ClickFox
ClickFox, an Atlanta-based software company, is a pioneer in Customer Experience. Its patented technology enables companies to transform existing customer data into true, objective insight by showing customers’ step-by-step behavior in and across self-service systems, such as voice and speech-enabled IVRs, CTI, Web, kiosks, wireless devices, and CRM applications. ClickFox translates interactions from multiple service touch points into an intuitive, visual map, revealing quickly and easily what customers actually do and why, so that companies can align customer needs to their business objectives. Find company information at http://www.clickfox.com.

About Intervoice
Intervoice is a world leader in delivering natural, intuitive ways for people to interact, transact and communicate. Intervoice software and professional services enable innovative voice portal, IP contact center, hosted and mobile messaging and self-service applications. More than 5,000 customers in 80 countries have relied on Intervoice, including many of the world’s leading financial and healthcare institutions, telecommunications companies, utilities, and governments. For more information, visit http://www.intervoice.com.

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ClickFox News
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ClickFox Press Release
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ClickFox Press Release
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The Customer's Bottom Line

ClickFox Press Release
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ClickFox Press Release
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ClickFox Press Release
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ClickFox Press Release
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ClickFox Press Release
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ClickFox Press Release
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ClickFox Press Release
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ClickFox News
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ClickFox Press Release
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Peer Into Your Customer's World

ClickFox Press Release
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ClickFox on CRM Talk Radio

ClickFox News

CRM Talk Radio talks with Michael Chavez, VP of Marketing at ClickFox, about customer interaction in and across your systems. Use the links below to listen to each part of the radio show.

Part 1

Part 2

Part 3

Part 4

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ClickFox Press Release
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ClickFox Press Release
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ClickFox Press Release
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ClickFox Press Release
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ClickFox News
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ClickFox Press Release
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ClickFox News
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ClickFox Press Release
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Industry Expert William Hawley Joins ClickFox As COO

ClickFox Press Release
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ClickFox News
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ClickFox Press Release
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Innovation in Motion

ClickFox Press Release
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Innovation in Motion 1

ClickFox Press Release
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ClickFox Press Release
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ClickFox Receives Best Product Award from AVIOS at SpeechTEK '05 Industry Conference 1

ClickFox Press Release
ClickFox, a software company focused on delivering patent-pending technology that analyzes human behavior in self-service environments, announced today that they were awarded the "Best Monitoring and Evaluation Tool for Call Centers" from AVIOS, the Applied Voice Input/Output Society during the SpeechTEK '05 Industry Conference.

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ClickFox Press Release
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ClickFox Press Release
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ClickFox Press Release
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ClickFox News
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ClickFox Wins 2004 Innovation Award From TMC Labs

ClickFox Press Release
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ClickFox News
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ClickFox News
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ClickFox Press Release
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ClickFox News

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