Ventana Research Analyst Perspectives

ClickFox Maps the Customer Journey

Posted by Richard Snow on Apr 8, 2013 11:28:56 AM

The last time I reviewed ClickFox it was primarily focused on capturing how callers transverse IVR menus. It produced visual maps of what options callers used and thus how they navigate what can be quite complex menus, allowing users to identify the most common paths and thereby optimize these to meet common customer requirements and business needs. Since that time the market has changed considerably, and ClickFox’s current products now support companies as they try to identify how customers use different communication channels and how they hop across different channels to resolve their issues.

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Topics: Social Media, Customer Analytics, Customer Experience Management, Speech Analytics, Voice of the Customer, Clickfox, Self-service, Business Analytics, Business Collaboration, Cloud Computing, Customer & Contact Center, Customer Service, 360-degree view of the Customer, Call Center, Contact Center, Contact Center Analytics, CRM, Text Analytics, Unified Communications