ClickFox, which sells customer experience analytics products, has reportedly announced what company officials call "the expansion of their deployment" with a telecommunications organization to include "all customer interactions across all of their interaction channels."

The coyly-unnamed wireless provider will use both existing and new interaction analysis to "further improve operational efficiency, customer retention, revenue generation and customer satisfaction."

Marco Pacelli, CEO of ClickFox (News - Alert), said that the telecommunications industry has "steep competition, high customer churn and highly publicized customer satisfaction issues." Amen, that last one goes double.

 

Fascinating question, isn't it? Which came first -- the lousy customer service, high churn or stiff competition? If customer service were better would churn decrease? Is such a thing possible? What would it look like -- increasing the quality of customer service to the point where it actually reduces churn? Interesting question, somebody get Paul Greenberg on it right away... well, when the Yankees game's over.

These issues need to be constantly monitored and analyzed, company officials say, adding that limited analysis doesn’t always cut it when it comes to getting insight. 

ClickFox officials are trying to position CEA as a counterpoint to what they call "traditional business intelligence and data warehousing approaches," touting their ability to deliver "enterprise-wide investigative insight into customer experience and behavior." If you're looking for a one-sentence differentiation, well, this reporter supposes that's as good as any.

In March, ClickFox announced that the company has been selected as one of the Top 40 Innovative Technology companies in Georgia by the Technology Association of Georgia, the state's technology organization.

The TAG Top 40 were chosen based on a number of criteria, including: degree of innovation; scope and financial impact of innovation; likelihood of success; and promotion of Georgia's innovative efforts nationally and internationally. Companies selected to be in the Top 40 participated in a showcase exhibit at the Georgia Technology Summit.