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On the Prowl for New Ways to Cut Contact Center Costs
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."
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ClickFox Expands Deployment with Telecommunications Organization
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.
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Top-Tier Telecommunications Organization Expands ClickFox CEA Deployment to Include All Customer Interactions
10-28-2009Expansion results in one of the largest, most comprehensive deployments of cross-channel customer experience analytics, covering millions of interactions across five unique channels.
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5 Ways Customer Experience Analytics Helps Overcome the Shortcomings of BI Tools
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.
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The ClickFox Experience | Q3 Newsletter Published
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.
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How to Overcome BI Shortcomings: ClickFox
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.
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ClickFox Now Integrates with Greenplum Software to Analyze Customer Experiences
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.
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ClickFox Partners with Greenplum
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"
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ClickFox and Greenplum Partnership Drives Next-Generation Customer Experience Analytics Solution
9-9-2009Completed integration delivers revolutionary power, scale, and precision to rapidly growing customer experience analytics (CEA) market
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Business Systems breaks into customer analytics market
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."
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ClickFox and Business Systems Partner to Bring Customer Experience Analytics to EMEA Companies
8-4-2009ClickFox teams with top U.K. call recording specialist to expand international presence.
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ClickFox and Business Systems Unite to Launch New Products and Services
"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."
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The ClickFox Experience | Q2 Newsletter Published
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.
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Ventana Research VP & Research Director Richard Snow Recommends ClickFox
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.
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DestinationCRM: ClickFox Analyzes the Customer Experience
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).
