USAN, a provider of network based call center services, announced a strategic partnership yesterday with ClickFox to arm USAN clients with new insight into exactly what their customers’ voice self-service experiences look like cradle-to-end.
Atlanta-based ClickFox lets organizations see how their customers interact across a variety of service systems, such as interactive voice response and speech recognition, web applications, CRM/agent desktops and interactive kiosks
Under the partnership, ClickFox software will transform the log data from the USAN’s voice platforms into an intuitive navigation map of step-by-step daily, weekly, monthly customer behavior, providing a new level of visibility into all IVR experiences to expose and quantify successful and unsuccessful experiences and their impact on the customer’s business.
The companies said ClickFox will provide Norcross, GA-based USAN insight into why customers are not successful and what to do to improve the end user’s interaction.
USAN clients will also be able to trend customer behaviors over time through customizable dashboards which can alert them when key behavior measurements fall outside an acceptable range.