SOURCE: ClickFox

ClickFox, Inc.

October 14, 2010 09:00 ET

Top-Ranked Energy Provider Selects ClickFox to Analyze Complete Customer Experience

Company Will Leverage Customer Experience Analytics to Improve First Contact Resolution and Analyze SmartGrid Adoption and Trends

ATLANTA, GA--(Marketwire - October 14, 2010) -  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 energy company to analyze and improve the complete, cross-channel customer experience.

Serving more than 4 million consumers, the organization will leverage CEA to track and analyze customer behavior across channels, including Web, IVR, and call center agent interactions from a central marketing data warehouse to identify ways to optimize self-service, reduce customer frustration, and improve first contact resolution. While traditional analytics tools measure first 'call' resolution based solely on phone interactions, only ClickFox's cross-channel approach can truly measure the amount of effort a customer expends to resolve an issue by looking at all interactions and contacts, regardless of the channel used. By focusing on the end-to-end customer experience from the consumers' point of view rather than a siloed, departmental stance, the organization can now significantly impact the most critical metrics impacting both operations costs and customer satisfaction and loyalty.

The utility company also plans to leverage CEA to analyze customer behavior and impact related to new product adoption such as SmartGrid technology, an innovative energy distribution system designed to increase efficiency, reduce costs and increase reliability. Analysis of SmartGrid activity will deliver insight into usage trends and patterns, and reveal the impact of this new modernized service on interaction volumes and consumer engagement.

With the addition of this customer, ClickFox continues to expand its footprint in the energy/utility industry, now analyzing customer behavior for nearly 30 million utility consumers nationwide.

"This is one of several utility companies leveraging customer experience analytics (CEA) to build a powerful view of the customer across the enterprise," said Marco Pacelli, chief executive officer of ClickFox. "By combining traditional data like customer satisfaction scores with new, untapped sources like SmartGrid activity, we are taking analytics to the next level by directly connecting customer experiences to the metrics and outcomes that have the greatest impact on both consumers and the business. As we grow our customer base, we continue to expand our industry and domain expertise beyond traditional service channels to stay ahead of the curve in today's evolving, fast-paced consumer market."

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.


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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    Kimya Coker
    Director of Marketing
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    +1 (404) 351-8020