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  • Mapping of Customer Interactions Now Possible with ClickFox Solutions

    12-14-2010

    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.

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

    12-1-2010

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

    11-29-2010

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

    11-29-2010

    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.

  • Fast-growing data miner ClickFox raises $18M

    11-26-2010

    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.

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

    11-1-2010

    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.

  • The ClickFox Experience | Q3 2010 Newsletter Published

    10-12-2010

    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.

  • Call Weighting

    9-13-2010

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

  • ClickFox Teams with Next IT for New Avatar Offering

    9-13-2010

    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.

  • Know What Makes Your Customers Angry

    9-8-2010

    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

    8-19-2010

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

  • The (better) future of tech support

    8-17-2010

    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

    8-13-2010

    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

    8-9-2010

    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

    8-6-2010

    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.

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