SOURCE: ClickFox, Inc.

ClickFox, Inc.

October 11, 2012 08:55 ET

Leading Provider of Digital Entertainment Turns to ClickFox to Map Customer Journeys, Ingesting Millions of Customer Interactions Into Customer Experience Analytics Platform

ATLANTA, GA--(Marketwire - Oct 11, 2012) - ClickFox, the pioneering leader in experience analytics, today announced it has secured a new customer in the digital entertainment services industry. The company will utilize the ClickFox customer experience analytics (CEA) platform to gain a 360-degree view into their customers' cross channel service experiences. The CEA platform will connect millions of customer sessions per month across multiple interaction channels and source insight into which customer behavior patterns and lifecycle episodes have the most positive and negative influence on business outcomes. With this insight, the provider can establish targeted improvement strategies that will increase customer satisfaction, decrease operational costs, improve revenue generation and increase loyalty. ClickFox is now managing more than 12 billion customer sessions per year across all major industry sectors, helping those businesses achieve several hundred million dollars in revenue maximization and service cost reductions.

ClickFox was selected as it is the only solution able to connect customer experiences through each interaction touch point provided: Web, mobile, agent, customer satisfaction, field service, marketing and IVR technologies. In addition to providing data analysis across multiple customer interaction silos, ClickFox's CEA platform was identified as the sole technology able to deploy in a short timeframe with a minimal IT resource requirement. ClickFox enabled dynamic management of customer analytics for the core business team without the need to constantly maintain data and modify data queries for accurate experience insights.

Prior to selecting ClickFox as its customer experience analytics technology provider, the service provider was forced to juggle multiple operational and marketing metrics for each touch point channel. Sample experiences from call monitoring and satisfaction surveys were also being used to gauge successful interactions. These strategies lacked a comprehensive view into all customer journeys, leaving the business unable to view how customers were truly interacting with their company.

"In a world of distributed customer interactions, the complete story can only be seen by assembling evidence from dozens of systems," said Dan Woods, CTO and Editor of CITO Research and contributor to Forbes.com. "ClickFox is the only technology that distills micro-interactions into cascading, higher levels of summary, enhancing and supplementing the models with new data along the way. ClickFox uncovers the whole story of a customer interaction enabling essential business questions to be answered without lengthy delays. ClickFox allows analysis to take place at the highest or most granular level, depending on the issue at hand, which is why the company is popular in the most complex and demanding customer interaction scenarios."

About ClickFox
ClickFox is the defining leader of a new breed of experience analytics software and solutions, analyzing behavior for more than 400 million consumer accounts across every channel available to consumers today. Transcending a limited single channel view, ClickFox 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.

Additional ClickFox information is available at http://www.clickfox.com and on the ClickFox Customer Experience Analytics Blog at http://www.clickfox.com/blog. Join the team on Twitter, Facebook and LinkedIn.

Contact Information

  • For media inquiries

    Matthew Torres
    Edelman for ClickFox
    Email Contact
    650-762-2916