ClickFox and Next IT announce partnership to fuel customer experience innovation
14th September 2010 - ClickFox, the pioneering leader of customer experience analytics (CEA) software and solutions, and Next IT, a leader in the design and implementation of natural language, self-service technology for businesses and organizations announced a partnership to redefine customer service through technology.
Next IT's flagship product, ActiveAgent™, uses Human Emulation Software™ to create Virtual Experts that enable organizations like Continental Airlines, Shaw Communications and the U.S. Army to deliver information to customers with interactive conversation across multiple service channels, such as the Web, contact center, intranet and mobile devices.
ClickFox’s customer experience analytics (CEA) tracks customer behavior and outcomes across all interaction channels, revealing the true impact of service on operational efficiency, customer satisfaction and retention. Together, the two companies represent a departure from traditional customer service approaches that focus more on business and operational goals as opposed to actual customer needs and expectations.
Next IT will use ClickFox’s CEA to understand how customers interact with Virtual Experts, to optimize Virtual Expert performance and measure the overall user experience.
"Both ClickFox and Next IT are enabling more seamless, satisfying customer experiences by dramatically improving the way customers interact with businesses," said Fred Brown, founder and CEO of Next IT. "As companies struggle to cut costs without sacrificing quality, we are delivering results by enabling highly efficient, satisfying experiences regardless of the channel customers choose. ClickFox’s deep domain expertise in customer behavior analysis is a perfect complement to Next IT’s customer-focused solutions."
"By viewing experience through the lens of the customer, ClickFox and Next IT have discovered the key to driving truly customer-centric enterprises," said Marco Pacelli, chief executive officer (CEO) of ClickFox. "We are thrilled to partner with a company that shares our commitment to an organization’s most important asset: its customers."
Both companies are also changing the way customers can interact with companies in social media channels. From enabling consumers to locate and share information about products and services, to analyzing the impact of social media interactions on the enterprise, ClickFox and Next IT are continually evolving to meet customer needs and market demand.
ClickFox will participate at the 3rd annual Next IT User Conference, September 21 – 23, 2010 at The Palazzo Hotel in Las Vegas, NV.
ABOUT NEXT IT
Next IT is at the forefront of the design and implementation of natural language, self-service solutions for businesses and organizations. Next IT Human Emulation Software™ creates Virtual Experts that are redefining the communication between people and technology. The flagship product, ActiveAgent, is a conversational interface that accurately understands user intent to interpret every day questions and deliver the right answer regardless of the question, language or channel used.
Customers such as Alaska Air, Aetna, BECU, Continental Airlines, Shaw Communications, TD Ameritrade, and the U.S. Army have implemented ActiveAgent to improve the user experience with their existing knowledge, tools and applications to allow unstructured conversations across all customer touch points.
For more information on Next IT or to check out any of our Virtual Experts, please visit www.NextIT.com.
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.
Category: Customer Experience