Contact Centre Featured Article

December 03, 2009

ClickFox Provides Cross-Channel Analysis for Fortune 500 Company

By Raju Shanbhag


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 (News - Alert), a customer experience analytics, or “CEA,” software and Solutions Company, for cross-channel analysis across service transactions.
 
The modern day customer experience is spread across various channels such as web, chat, agent, IVR, kiosk, retail store/POS, mobile and more. According to ClickFox officials, its CEA solution delivers a single, powerful view of the total customer experience across and within all communication channels.  
 
This recent agreement combines existing Web site data with computer telephony integration, or “CTI (News - Alert),” and interactive voice response, or “IVR,” system data. This provides deeper insight into how web task flow processes are directly impacting customer effort, customer satisfaction and operations costs, ClickFox officials said..
 
Marco Pacelli CEO of ClickFo, said that 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.
 
“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,” Pacelli said.
 
This Fortune 500 company has been using ClickFox services since 2008 to track and analyze customer behavior on their Web site, particularly with regard to self service. Since then, the company has been receiving valuable information on how factors like field service, authentication processes and bill payment issues impacted critical metrics like self service containment.
 
Recently, the company signed a multi-million dollar contract with an international wireless provider to analyze, understand and act on customer experience intelligence across all interactions points. ClickFox offers customer experience analytics, or “CEA,” software and solutions. With the addition of ClickFox CEA, business units will enable enterprise-wide visibility into operational excellence to support their strategic emphasis on excellent customer experience.

Raju Shanbhag is a contributing editor for TMCnet. To read more of Raju’s articles, please visit his columnist page.

Edited by Kelly McGuire


Related Contact Center Solutions Articles

    DOW Networks Ready to Meet Demands of Next Generation VoIP Call Center

    Telecom Company DOW Networks is expanding its services to support growing demand of its contact center clients around the world. The company will soon be designing and building a new data center to provide increased disaster recovery and redundancy for its call center services and international toll free numbers clients. [ Read More ]
    02/09/2012

    Latitude Software and PaymentVision Join Forces to Offer Integrated Solution

    Latitude Software, an Interactive Intelligence Group Inc. company, recently announced in a press release that it has joined forces with PaymentVision to offer an integrated debt collection and electronic payment solution that will manage all pre- and post-charge-off accounts and the entire collection workflow process. [ Read More ]
    02/09/2012

    UK's TalkTalk Group Raises Earnings Expectations

    The UK's TalkTalk Group telecommunications provider is in an enviable position: the company is actually raising its earnings forecast after reporting third quarter revenues of £422 million (about $668 million). [ Read More ]
    02/08/2012

    UAE National Airline Opens 'Guest Contact Center' at UK's Manchester Airport

    Etihad Airways, the national airline of the United Arab Emirates, has announced the opening of a "guest contact center" at Britain's Manchester airport. The new facility, which will employ 160 local people, will offer reception for visiting government officials and local business leaders. The contact center, which will be based at the airport's Voyager Building, it will be the airline's first in Europe and fourth in the world. The airline already operates guest contact centers in Abu Dhabi, Al A… [ Read More ]
    02/08/2012

[ View all Contact Center Solutions Articles ]

Socialize with us

FREE Contact Center Solutions eNewsletter

Click here to receive your targeted Contact Center Solutions Community eNewsletter.[Subscribe Now]

Industry News

Featured Resources

Contact Center Solutions Glossary of Terms

Press Releases

About the Contact Center Solutions Community

    Welcome to the Contact Center Solutions Community The Contact Center Solutions Global Online Community, Sponsored by Interactive Intelligence, is designed to serve as the industry's premier resource for information and research on Contact Center Solutions technology and deployment strategies.