ATLANTA--ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions today announced a multi-million dollar expansion contract with a leading U.S.-based global financial services organization to analyze and improve customer experience across all interaction points, including the contact center.

“Progressive, forward-thinking companies like this one are already realizing the extraordinary value of the cross-channel approach to customer interaction analytics”

The financial services leader will leverage ClickFox’s advanced analytics to track unique customer behavior across all contact center consumer touch points – including contact center self-service channels, call routing, agent interaction and agent performance, email and chat -- to identify latent issues and the optimal measures to cement loyalty, avoid churn and improve operational efficiency in the cross-channel customer experience.

Serving one of the largest international customer bases the organization provides a wide array of banking, investing, asset management and wealth management products and services via an extensive network of customer service channels.

ClickFox is the only company to provide a truly comprehensive view of the customer experience, and correlate the full impact of interactions on operational costs, customer satisfaction and customer retention.

“Progressive, forward-thinking companies like this one are already realizing the extraordinary value of the cross-channel approach to customer interaction analytics,” said Marco Pacelli chief executive officer (CEO) of ClickFox. “Most organizations are still relying on siloed tools, like web and speech analytics, that only deliver a very limited view of the issues impacting customer experience. It is critical to understand how to prevent unnecessary and expensive agent interactions -- as well as multiple attempts, and multiple touch point interactions -- however today’s agent performance data stops short of telling us why simple transactions end up with a live agent. And the subsequent effect on customer experience.”

ClickFox delivers multi-million dollar business insights by connecting the dots between all customer interactions and transactions. Its customer base includes leading utility, healthcare, telecommunications, insurance, technology and retail organizations. Quickly approaching 1 billion interactions being processed each month across every interaction touch point, ClickFox analyzes customer behavior and experience of hundreds of millions of consumers nationwide.

ABOUT CLICKFOX

ClickFox is the defining leader of customer experience analytics (CEA) software and solutions. Transcending a limited single channel view, the 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.