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

February 2, 2010

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.