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Contact Center Solutions Analysis Featured Article
January 16, 2008
ClickFox, Wipro Sign Partnership Deal
By David Sims, TMCnet Contributing EditorClickFox (News - Alert), which sells technology that analyzes customer interaction behavior and path analytics across enterprise touch-points like self-service environments, has announced that it has signed a business partnership agreement with Indian BPO Wipro Limited.
This new relationship is expected to improve ClickFox's ability to deliver on Customer Experience and Behavior Analytics technology. ClickFox's product records 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.
, Web, kiosks, wireless devices, and CRM applications. ClickFox's technology works with enterprise interaction system architecture by taking native system activity logs and unstructured data from any source to build a visual model of behavior. "The product then shows the effects that customer experiences have on the business drivers across the enterprise," company officials say.
This partnership combines Wipro's delivering technology and business process models with Atlanta-based ClickFox's customer behavior intelligence and analytics. Officials from both firms describe the joint offering as a "total view" of customer behavior.
ClickFox CEO, Marco Pacelli, noted that organizations across the globe "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.
Almost exactly one year ago ClickFox announced that it had signed a business partner agreement with LogIT Corporation. Company officials described it at the time as "the first of what ClickFox hopes are other partnerships across the Asia Pacific markets."
"Through our partnership with ClickFox, we will help them become the first company to bring customer behavior intelligence to the Japanese market," said Shiro Ryugo, president of LogIT Corporation.
ClickFox translates customer interactions into an intuitive, interactive, visual map of user behavior so companies can provide "more satisfying and more profitable, self-service experiences," company officials say.
"LogIT has a history of delivering high value technologies and services to many Japanese customers, we are fortunate to add them to our team," Marco Pacelli, ClickFox CEO said, adding that ClickFox will "work closely with LogIT" to try to sell its products to Japanese companies.
David Sims is a contributing editor for TMCnet. To see more of his articles, please visit his columnist page.
Mark your calendars! Internet Telephony (News - Alert) Conference & EXPO — the first major IP communications event of the year — is just days away. It’s not too late to register for the event, which takes place in Miami Beach, FL, January 23–25, 2008. The EXPO will feature three valuable days of exhibits, conferences and networking that you won’t want to miss. So what are you waiting for? Sign up now!
Mark your calendars! Internet Telephony (News - Alert) Conference & EXPO — the first major IP
communications event of the year — is just days away. It’s not too late to register for the event, which takes place in Miami Beach, FL, January 23–25, 2008. The EXPO will feature three valuable days of exhibits, conferences and networking that you won’t want to miss. So what are you waiting for? Sign up now!