A provider of digital entertainment has turned to ClickFox (News - Alert) to map customer journeys.
Officials with ClickFox said that the provider of digital entertainment will utilize the company’s customer experience analytics (CEA) platform to gain a 360-degree view into their customers' cross channel service experiences.
According to company officials, the CEA platform will connect millions of customer sessions per month across multiple interaction channels and source insight into which customer behavior patterns and lifecycle episodes have the most positive and negative influence on business outcomes.
This insight will help the provider to establish targeted improvement strategies that will increase customer satisfaction, decrease operational costs, improve revenue generation and increase loyalty.
Company officials claimed that ClickFox was selected as it is the only solution able to connect customer experiences through each interaction touch point provided: Web, mobile, agent, customer satisfaction, field service, marketing and IVR technologies.
"In a world of distributed customer interactions, the complete story can only be seen by assembling evidence from dozens of systems," said Dan Woods, CTO and editor of CITO Research and contributor to Forbes.com, in a statement.
Woods said that ClickFox is the only technology that distills micro-interactions into cascading, higher levels of summary, enhancing and supplementing the models with new data along the way.
He said that ClickFox uncovers the whole story of a customer interaction enabling essential business questions to be answered without lengthy delays. ClickFox allows analysis to take place at the highest or most granular level, depending on the issue at hand, which is why the company is popular in the most complex and demanding customer interaction scenarios, said Woods.
Back in June, ClickFox had announced Version 6.4 of its ClickFox Customer Experience Analytics (CEA) platform.
This updated version of the company's customer behavior recognition engine enables organizations to analyze data from all customer touch points and provides a roadmap of each customer's journey for increased customer satisfaction and improved revenue.
The new visualization tool allows enterprise users to easily identify root causes of customer behavior -- without the need for data scientists -- in 25 percent of the time typically spent identifying similar trends across multiple departments.
Edited by Rich Steeves