ClickFox and Business Systems Partner to Bring Customer Experience Analytics to EMEA Companies

ATLANTA & ISLEWORTH, England--ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, and Business Systems (U.K.) Ltd, U.K.'s largest and most established independent contact center specialist, today announced a partnership agreement and plans to market ClickFox’s analytics software in Business Systems’ suite of technology solutions. The companies are teaming up to address increased demand for customer experience analytics in Europe, the Middle East and Africa (EMEA). Their collaboration will address customer demand and adoption needs in order to provide the best solution based on technology, knowledge and deployment.

“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.”

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.”

“We’re delighted to be aligned with a market leader such as Business Systems,” Marco Pacelli, chief executive officer (CEO) of ClickFox. “Business Systems has a phenomenal reputation for its knowledge in implementing contact center solutions. Their domain expertise and access in EMEA combined with our joint sales and marketing efforts will allow us to bring unparalleled technology and service to our collective base.”

Customer experience analytics – the next level in understanding the customer

Today’s customer experience is extremely variable given the many reasons for contacting a company (service, sales, feedback) and variety of methods used (Web sites, phone, kiosks, mobile devices). Traditional approaches to measuring and managing customer experience, such as customer surveys, Web and speech analytics, even data mining, do not work. Why? They do not address the variability involved, or, they require costly and timely manual resources to integrate silos of information. Customer experience analytics leverages technology to aggregate all possible variables and present a comprehensive customer experience view in a timely, cost-effective manner.

CEA is mission-critical to companies with high volumes of customer interactions because managing customer experience is time-sensitive and complex, and customer service investments and resources are expensive. CEA aligns customer intention and behavior with the organization’s operational and strategic objectives, and proactively drives improvements in efficiency and customer satisfaction.

ABOUT CLICKFOX

ClickFox is the defining leader of customer experience analytics (CEA) software and solutions. By visually synthesizing all interaction touches, ClickFox enables businesses to manage the “Total Customer Experience” by connecting the dots and making sense of the complex choices of customer interactions that drives revenues, loyalty, and defections. 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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ABOUT BUSINESS SYSTEMS

Business Systems is the U.K.’s largest independent provider of market leading call, screen and VoIP recording solutions. The company offers unbiased advice on the ‘best fit’ solution from industry leading manufacturers accompanied by fully project managed implementation, consultancy and maintenance services. Professional services include assistance in implementing quality monitoring and advanced analytics programmes or enhancing existing ones whilst setting up measurable objectives to ensure a speedy return on investment. www.businesssystemsuk.co.uk