ClickFox, Inc. Extends Integration with the Genesys Product Suite to Improve the Customer Experience Across the Web and Contact Centre

  • ClickFox adds enhanced path analytics to capture the entire customer behaviour experience from beginning to end

WOKINGHAM - June 18, 2007 - In a follow-up to the Genesys/ClickFox recent technology partnership announcement, ClickFox, Inc. today announced it has completed the advanced integration of the ClickFox Customer Behaviour Intelligence (CBI) solution to the Genesys product suite. This advanced integration will give Genesys customers even greater power to leverage Path Analytics to understand and improve the customer experience across every touch point of the enterprise.

Today, ClickFox's patented technology works with any enterprise interaction system architecture by taking native system activity logs and unstructured data from any source(s) to build a patented, visual model of behaviour to demonstrate the affects that customer’s experiences have on the "key" business drivers across the enterprise. The enhanced integration with Genesys delivers routing analytics with near real-time access to behavioural information, by allowing a rules engine to pass information to the routing application for decision making. 

ClickFox CEO Marco Pacelli shared his belief in the power of the Genesys partnership and the joint roadmap that will revolutionise the customer experience. "Path Analytics" coupled with Customer Behaviour delivers a 360 degree view of the customer experience to "Stop Customer Frustration, Drive Contact Center Efficiency, and Accelerate Business Innovation." The Market has demanded this best in class approach and the Genesys/ClickFox partnership has delivered.

"The ClickFox analytics engine models the behavioural outcomes of the 'Customer Over Time©' across the business enterprise delivering recommendations and insight never seen before." Pacelli went on to add: "Through our Genesys Partnership we share a common vision to continually improve the Customer Experience across every touch point of the Enterprise and our customers will experience this vision in the coming months of product releases. This will be the first time this type of insight will be available in the market and the extremely high value provided to the business enterprise has been proven and is clearly defined."

About ClickFox
ClickFox, an Atlanta-based software company, is a pioneer in Customer Behaviour Intelligence. Its patented technology enables companies to transform existing customer data into true, objective insight by showing customers’ step-by-step behaviour in and across self-service systems, such as voice and speech-enabled IVRs, CTI, Web, kiosks, wireless devices and CRM applications. ClickFox translates interactions from multiple service touch points into an intuitive, visual map, revealing quickly and easily what customers actually do and why, so that companies can align customer needs to their business objectives. Find company information at www.clickfox.com.

About Genesys Telecommunications Laboratories, Inc.
Genesys, an Alcatel-Lucent company, is the only company that focuses 100 per cent on software to manage customer interactions over the phone, Web and in e-mail. The Genesys software suite dynamically connects customers with the right resources - self-service or assisted-service - to fulfill customer requests, optimise customer care goals and efficiently use resources. Genesys software directs more than 100 million customer interactions every day for 4,000 companies and government agencies in 80 countries. These companies and agencies can leverage their entire organisation, from the contact centre to the back office, to improve the overall customer experience. As a result, Genesys helps stop customer frustration, drive efficiency and accelerate business innovation. For more information, go to www.genesyslab.com or visit the industry blog at www.betterinteractions.com.

About Alcatel-Lucent
Alcatel-Lucent (Euronext Paris and NYSE: ALU) provides solutions that enable service providers, enterprises and governments worldwide, to deliver voice, data and video communication services to end-users. As a leader in fixed, mobile and converged broadband networking, IP technologies, applications and services, Alcatel-Lucent offers the end-to-end solutions that enable compelling communications services for people at home, at work and on the move. With operations in more than 130 countries, Alcatel-Lucent is a local partner with global reach. The company has the most experienced global services team in the industry, and one of the largest research, technology and innovation organisations in the telecommunications industry. Alcatel-Lucent achieved adjusted pro-forma revenues of Euro 18.3 billion in 2006 and is incorporated in France, with executive offices located in Paris. [All figures exclude impact of activities transferred to Thales]. For more information, visit Alcatel-Lucent on the Internet: www.alcatel-lucent.com.



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Media Contact:
Duncan Burford
IBA, UK PR for Genesys
+44(0)1780 721 433
dburford@iba-europe.com
 


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