SOURCE: ClickFox

ClickFox, Inc.

November 11, 2010 12:19 ET

ClickFox Continues to Expand Dominance in Utility Industry With Addition of Leading Canadian Energy Provider

Canadian Energy Company Will Leverage Customer Experience Analytics for Customer Service Transformation

ATLANTA, GA--(Marketwire - November 11, 2010) - ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, today announced a multi-year contract with a leading energy company to address one of the primary strategic goals of the organization: optimizing the customer experience across touch points to constantly meet and exceed customers' expectations.

The organization which serves millions of residential, commercial, and industrial customers will leverage CEA to analyze the end-to-end customer experience through each communication channel to gain a deep understanding of key customer behaviors, preferences and trends not possible with traditional analytics. This leading energy provider is already analyzing customer segmentation and behavior across their web site, IVR platform and contact center agent interactions to identify opportunities to improve self-service success, first contact resolution and customer satisfaction. With access to this never-before-possible cross-channel insight, they will utilize CEA as their "compass" for understanding and impacting the complete customer experience.

Future areas of analysis will focus on customer behavior related to outbound marketing campaign effectiveness and adoption and usage of more cost-efficient, green-friendly service initiatives like paperless billing programs.

With the addition of this customer, ClickFox is expanding its footprint in the energy/utility industry with an established roster of leading Fortune 500 energy companies as well as several leading regional energy providers leveraging Customer Experience Analytics (CEA) on a daily basis to monitor key customer behavior trends and patterns for nearly 20 million utility consumers in North America. 

"Utility enterprises are really emerging as innovators in customer experience transformation because they recognize the impact of today's multi-channel service challenges, and they are already seeing the power of analyzing the complete customer experience, not just parts of it," said Marco Pacelli chief executive officer of ClickFox. "Our deep industry expertise allows us to focus on the areas we've identified as being the most critical to utility consumers and having the most impact to utility businesses for collective savings that exceed over $50M in the last 2 years alone."

ClickFox's customer base also includes leading organizations in the telecommunications, healthcare, financial services, insurance, technology and retail industries. With nearly 1 billion customer interactions being processed monthly, ClickFox is the market leader in processing, analyzing and improving customer interactions across industries and all interaction touch points.

ABOUT CLICKFOX

ClickFox is the defining leader of customer experience analytics (CEA) software and solutions. Transcending a limited single channel view, ClickFox CEA patented behavioral analysis engine provides a visually intuitive mapping of all customer interactions -- from IVR, retail, web, and email to agent CRM desktops, handheld devices, and interactive kiosks-- delivering unparalleled visibility to uncover hidden connections and reveal bottom-line customer insights. Deployed by some of the nation's largest telcos, financial institutions, among other Fortune 500 enterprises, ClickFox has a proven track record of helping world-class service providers dramatically boost operational efficiency and profitability.

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Contact Information

  • Contact:
    Kimya Coker
    ClickFox Director of Marketing
    Email Contact
    +1 (404) 351-8020