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TMCNet:  Major Financial Institution Selects ClickFox to Provide Cross Channel Customer Experience Analytics to Improve Service Delivery and Lift Net Promoter Scores

[November 08, 2012]

Major Financial Institution Selects ClickFox to Provide Cross Channel Customer Experience Analytics to Improve Service Delivery and Lift Net Promoter Scores

ATLANTA, GA, Nov 08, 2012 (MARKETWIRE via COMTEX) -- ClickFox, the pioneering leader in experience analytics, today announced it has secured a new customer in the banking and financial services industry. The Credit Card Division of the company will use ClickFox's Customer Experience Analytics (CEA) platform to integrate customer data across 40M+ consumers to deliver the best experiences.

Data will come from multiple channels including call center, Web analytics, digital marketing, Net Promoter Score (NPS), interactive voice response (IVR), churn events and card activations. ClickFox CEA will allow the company to obtain a 360-degree view into customer experiences. This insight will be used to implement strategies that will help improve NPS and long-term loyalty while decreasing the amount of time customers dedicate to service inquiries and reduce the operational costs associated with inbound customer service issues.

With the announcement of this latest customer, ClickFox now manages customer records for three of the top five U.S. financial institutions, driving leadership to create better customer experiences in the financial sector. ClickFox currently analyzes more than 12 billion customer interactions annually across all major industry verticals.

ClickFox was chosen over other analytics providers because it provided the only solution that connected customer traversals through each of the service experience channels, including call center, Web, digital marketing, IVR analytics, NPS and card activations. With the integration of the ClickFox CEA platform, the customer will gain insight into over 80 million customer sessions per month. ClickFox was also the only solution that met the institution's requirements of a quick deployment timeframe, a minimal IT resource requirement and a tool that allowed the business team to manage ongoing analytics without the need to request changes to data and data queries.

Before selecting ClickFox for its customer experience analytics, the customer was analyzing individual interaction experiences at the transaction level, rather than across the customer journey. Limited by having an incomplete picture of all customer journeys across channels, the customer often focused on issues too narrow in scope because they either lacked customer perspectives across multiple touch points for a transaction, or because the feedback was based on a small sample of the customer population.

Once the CEA platform is fully operational, the customer expects to be able to implement recommendations to help optimize broken processes that cause customer frustration and drive unnecessary service costs. The customer will be able to redesign cross-channel service journeys that are negatively impacting customer loyalty and develop new segmentation strategies to deliver personalized service experiences. Analytics will assist the customer in improving retention, reducing agent calls, self-service containment within interactive voice response systems and increased enrollment in marketing offers.

About ClickFox ClickFox is the defining leader of a new breed of experience analytics software and solutions, analyzing behavior for more than 12 billion 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 and on the ClickFox Customer Experience Analytics Blog at Join the team on Twitter, Facebook and LinkedIn.

Matthew Torres Edelman for ClickFox Email Contact 650-762-2916 SOURCE: ClickFox, Inc. id=39B26600932D5C0D

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