Nuance and ClickFox Help Customer Service Organizations Understand and Optimize Self-Service Performance
Partnership Yields New Customers for Joint Analytics Solution
BURLINGTON, Mass. and ATLANTA, September 4, 2007 – Nuance Communications, Inc. (NASDAQ: NUAN), a leading supplier of speech and imaging solutions, and ClickFox, the pioneer in
Customer Behavior Intelligence, today announced a series of new customers for Nuance Consumer Insight, powered by ClickFox, the industry’s first business analytics suite designed specifically to optimize speech-enabled caller experiences. New customers include Aetna, The Hartford, and XM Radio.
Since the launch of Nuance Consumer Insight in 2006, Nuance and ClickFox have developed an integrated solution that delivers dedicated dashboards and reports pertaining to Nuance speech applications. Enterprises that deployed Nuance Consumer Insight have been able to measure and analyze customer interactions to identify opportunities that optimize the customer experience. Nuance’s experience in deploying and optimizing thousands of customer interaction solutions uniquely qualifies it to follow through on the opportunities exposed by the tool, helping companies extract the greatest possible value from their technology investments.
Customers are leveraging Nuance Consumer Insight for a variety of applications such as directing tuning efforts to optimize system performance, investigating dynamic menus and promotional messaging, completing controlled experimentation before introducing new application features, and identifying new opportunities for further automation. For example, one customer in the insurance industry knew that IVR call duration was a primary driver of caller frustration. With Nuance Consumer Insight, the company was able to identify 20 specific opportunities to reduce call duration.
“Together Nuance and ClickFox are delivering analytic capabilities to companies who need deeper and broader understanding about the performance and end-user value of their self-service operations,” said Marco Pacelli, chief executive officer, ClickFox. “Working with Nuance, we’re able to transform existing customer data into true, objective insight by showing customers’ step-by-step behavior within interactive systems and across the enterprise. This insight allows customers to base system improvement priorities on facts and to maximize user adoption and customer retention.”
Nuance Consumer Insight is supported by Nuance’s growing Business Consulting practice, a team of customer care industry experts who help businesses make informed decisions about appropriate use of technology for customer interactions. The organization enables clients to develop, justify and communicate a successful long-term contact center service strategy, and to ensure the contact center is well integrated with other self-service channels.
“Nuance Consumer Insight is uniquely capable of helping organizations gain insight into the overall customer experience,” said Scott Taylor, general manager, business consulting, Nuance. “Powered by specialized customer behavior intelligence software from ClickFox and Nuance’s unrivaled speech expertise, Nuance Consumer Insight offers a rich set of tools and services that deliver fact-based insight about who’s calling, why they’re calling, and the quality of the caller experience. ClickFox also gives us a view of the end-to-end interaction across multiple channels including Web, voice, and live agents, which is critical in determining the right service strategy.”
ClickFox is a pioneer in Customer Behavior Intelligence. Its solution enables organizations to see how their customers actually interact, step-by-step, in and across a variety of service systems, such as interactive voice response (IVR) and speech recognition, Web applications, CRM/agent desktops and interactive kiosks. By creating a visual map of the structure of the system or systems and overlaying it with customer interactions, ClickFox quickly pin-points bottlenecks in transactional flow, identifies causes of costly drop-offs to live agents, and uncovers opportunities for extending automation to cost-saving or revenue-producing tasks. The ClickFox suite of products includes: ClickFox-IVR: Behavior Analysis and Modeling of Voice and Speech Self-Service Environments, ClickFox-WEB: Behavior Analysis and Modeling of E-Commerce
Self-Service Environments and ClickFox-Cross Channel: Behavior Analysis and Modeling of Multiple Self-Service Channels Voice/IVR; E-Commerce; Kiosk, and CRM Environments. For more information, please visit http://www.clickfox.com.
About Nuance Communications, Inc.
Nuance (NASDAQ: NUAN) is a leading provider of speech and imaging solutions for business and consumers around the world. Its technologies, applications, and services make the user experience more compelling by transforming the way people interact with information and how they create, share, and use documents. Every day, millions of users and thousands of businesses experience Nuance’s proven applications. For more information, please visit www.nuance.com.
Nuance and the Nuance logo are trademarks or registered trademarks of Nuance Communications, Inc. or its affiliates in the United States and/or other countries. All other trademarks referenced herein are the property of their respective owners.