Genesys and ClickFox Improve Customer Experience with Analytics and Customer Behavior Intelligence
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Genesys to Integrate and Resell ClickFox Software to Improve Internet, Self-Service and Contact Center Interactions
SAN DIEGO, April 24 -- 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.
About ClickFox
ClickFox is privately held with leading investors that include Cedar Fund, Delta Ventures and Veritas Venture Partners, and is headquartered in Atlanta, Georgia. ClickFox's unique software modeling solutions enable businesses to translate complex customer interactions across multiple service channels, revealing the entire customer experience. ClickFox models and analyzes behavior in any interactive system, including:
o Interactive Voice Response (IVR)
o Speech recognition
o Internet/Intranet sites and web applications
o Kiosks
o CRM and enterprise applications
ClickFox customers have realized both cost savings and performance optimization, including:
o Increased transactional conversions
o Increased user adoption rates for web applications
o Reduced IVR call transfer rates to more expensive customer service
representatives
o Increased web self-help service fulfillment rates
o Enhanced customer satisfaction
o Reduced customer churn
o Less reliance on expensive enterprise interaction channels
o Increased click-throughs and conversions for interactive advertising
o Optimized brand awareness and performance
About Genesys Telecommunications Laboratories, Inc.
Genesys, an Alcatel-Lucent company, is the only company that focuses 100% 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, optimize 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 organization, from the contact center 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 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 organizations in the telecommunications industry. Alcatel-Lucent achieved adjusted proforma 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: http://www.alcatel-lucent.com/
Source: Genesys Telecommunications Laboratories Inc.
CONTACT:
David Radoff of Genesys,
+1-650-466-1078,
or dradoff@genesyslab.com
Web site: http://www.alcatel-lucent.com/
Web site: www.genesyslab.com/
