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CLICKFOX AND NEXT IT ANNOUNCE PARTNERSHIP TO FUEL CUSTOMER EXPERIENCE INNOVATION

Companies partner to support enterprises committed to customer experience transformation

Atlanta, GA and Spokane, WA - September 13, 2010 - ClickFox, the pioneering leader ofcustomer experience analytics (CEA) software and solutions, and Next IT, a leader in the design and implementation of natural language, self-service technology for businesses and organizations, today announced a partnership to redefine customer service through technology.

Next IT's flagship product, ActiveAgent™, uses Human Emulation Software™ to create Virtual Experts that enable organizations like Continental Airlines, Shaw Communications and the U.S. Army to deliver information to customers with interactive conversation across multiple service channels, such as the Web, contact center, intranet and mobile devices. ClickFox's customer experience analytics (CEA) tracks customer behavior and outcomes across all interaction channels, revealing the true impact of service on operational efficiency, customer satisfaction and retention. Together, the two companies represent a departure from traditional customer service approaches that focus more on business and operational goals as opposed to actual customer needs and expectations.

Next IT will use ClickFox's CEA to understand how customers interact with Virtual Experts, to optimize Virtual Expert performance and measure the overall user experience.

"Both ClickFox and Next IT are enabling more seamless, satisfying customer experiences by dramatically improving the way customers interact with businesses," said Fred Brown, founder and CEO of Next IT. "As companies struggle to cut costs without sacrificing quality, we are delivering results by enabling highly efficient, satisfying experiences regardless of the channel customers choose. ClickFox's deep domain expertise in customer behavior analysis is a perfect complement to Next IT's customer-focused solutions."

"By viewing experience through the lens of the customer, ClickFox and Next IT have discovered the key to driving truly customer-centric enterprises," said Marco Pacelli, chief executive officer (CEO) of ClickFox. "We are thrilled to partner with a company that shares our commitment to an organization's most important asset: its customers."

Both companies are also changing the way customers can interact with companies in social media channels. From enabling consumers to locate and share information about products and services, to analyzing the impact of social media interactions on the enterprise, ClickFox and Next IT are continually evolving to meet customer needs and market demand.

ClickFox will participate at the 3rd annual Next IT User Conference, September 21 - 23, 2010 at The Palazzo Hotel in Las Vegas, NV.

ABOUT CLICKFOX
ClickFox is the defining leader of customer experience analytics (CEA) software and solutions. Transcending a limited single channel view, ClickFox CEA patented behavioral analysis engine provides a visually intuitive mapping of all customer interactions-from IVR, retail, web, and email to agent CRM desktops, handheld devices, and interactive kiosks-delivering unparalleled visibility to uncover hidden connections and reveal bottom-line customer insights. Deployed by some of the nation's largest telcos, financial institutions, among other Fortune 500 enterprises, ClickFox has a proven track record of helping world-class service providers dramatically boost operational efficiency and profitability. 

For more information on ClickFox:

Press Contacts:

 

ClickFox
Kimya Coker
ClickFox Director of Marketing 
1.404.351.8020
Kimya.Coker@clickfox.com

About Next IT
Next IT is the largest U.S.-based provider of Intelligent Virtual Assistants and helps companies deliver the perfect online customer experience. Its Intelligent Virtual Assistants combine the intimacy of 1-to-1 service that customers love, with the speed and accuracy of automated self-service that scales cost-effectively. Some of the world's largest organizations rely on Next IT for conversational customer care that boosts satisfaction, loyalty and revenue including Aetna, Alaska Airlines, United Airlines, Shaw Communications and the U.S. Army.

Next IT Media Contact
Jacquelyn D’Andrea
NextIT@corporateink.com
(617) 969-9192

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