Genesys and ClickFox Improve Customer Experience with Analytics and Customer Behavior Intelligence

Genesys Telecommunications Laboratories, Inc., an Alcatel-Lucent company (Euronext Paris and NYSE: ALU), and ClickFox today announced they have integrated the Genesys 7.5 customer interaction management suite with ClickFox’s Customer Behavior Intelligence (CBI) software and Genesys will begin reselling ClickFox software.

In the past, most organizations could not easily track customer interactions that started on the web and continued into other parts of customer service, especially when customers abandoned the interaction prior to completion. Any possible lessons or problems with a site went unnoticed. Most customers simply started from scratch, either over the Internet or by phone, when resuming their requests. As a result, today many customers see serious gaps in continuity as they move between different channels of contact.

“Customer expectations are higher today than ever before and are continuing to rise,” said Wes Hayden, president and CEO of Genesys. “Companies with actionable data about customer behavior have a clear understanding of how - and where - to make the improvements that impact customer satisfaction the most.”

Genesys, the world’s leading software platform for customer interaction, leverages customer information and analytics models to orchestrate and improve business processes applied to customer service across all channels. Used by the largest customer service organizations in the world, Genesys captures millions of interactions each day, creating an integrated source of web, voice self-service, and assisted-service interactions using its InfoMart and customer logs.

ClickFox’s Customer Behavior Intelligence software takes large interaction datasets, such as web, IVR and agent transaction logs, and creates visual maps that enable customer service organizations to analyze and improve the overall customer experience. Through “path analytics” and subsequent improvements, an enterprise can reduce abandoned tasks and repetitive requests that lead to frustration. ClickFox’s path analytics approach helps reveal the real customer experience across channels.

When combined with the Genesys suite, ClickFox improves an organization’s understanding of what works, where customer bottlenecks occur and the best path for improvement. The key benefit of the integration is that it simplifies access to a complete set of customer interaction data through a single source, helping to optimize the total customer experience.