Vendor Name: ClickFox
Principle Location: 3445 Peachtree Road, Suite 1250 Atlanta, GA 30326, USA
Web Site: www.clickfox.com
Founders/Principles:
- Marco G. Pacelli, CEO: Mr Pacelli was the founder of both U3S and IBS, growing each to more than $25M in revenue. With the sale of IBS to NICE Systems in 1998, he became SVP of Worldwide Sales and Channels for NICE, building its worldwide call center practice.
- William Hawley, COO: Before joining ClickFox, Mr. Hawley spent five years as Senior VP of Client Services at NICE Systems, building a profitable service organization that contributed a significant portion of the company's annual revenue. Previous to that he was VP of Information Systems at FUSA/Bank One and held various management positions in MBNA America.
- Sharon Lynch, CFO: Ms Lynch came to ClickFox from Dun & Bradstreet Software, where she was VP of Finance and Controller. She has a XPA with more than 18 years experience in implementing policies and procesures and accounting controls.
- Sefton Cohen, SVP, Worldwide Sales: Mr. Cohen has more than 17 years of enterprise-technology sales and executive management experience. Prior to joining ClickFox he held sales leadership positions at QUMAS, OpenPages (acquired by IBM), Vignette Corp. (acquired by OpenText), DYS Analytics, and Comdisco (acquired by SunGard).
- Alex Massie, VP, Business Solutions: Mr. Massie manages delivery of business analytics and training services for ClickFox. Prior to joining ClickFox he was an associate at Booz Allen Hamilton, where he delivered engagements focused on strategy and business process redesign emphasizing CRM. He is a U.S. Navy veteran, serving as reactor operator and diver aboard fast attack submarines.
- Mike McClelland, VP, Global Delivery: Mr. McClelland leads all global delivery, sales support management and ongoing production support. He came to ClickFox from NICE Systems where he was responsible for project management, implementation,and support transition services for multiple Fortune 1000 accounts. He has more than 15 years of operations, technology, implementation, and services management experience in healthcare, finance, software, and telecommunications.
- Tom Wheeler, VP, R&D: Mr. Wheeler bring experience in development and management positions at GE, US West, and Centerpoint Inc., where he was responsible for building Avaya's globally distributed Centre Vu Explorer, to ClickFox. He headed all engineering services at NICE Systems, delivering customer software solutions for NICE's premier customers including Fortune 1000 companies.
Company Type: Software developer for Fortune 1000 enterprises focused on customer experience management analytics
Funding Sources: Delta Fund, Cedar Fund, Anglo American
Principle Business Activities: Provides a unique comprehensive cross-channel system for aggregating data from all customer touch-points and other limited analytics sources and analyzing those to identify the total customer experience narrative and from those to extrapolate customer experience patterns. These can be used to improve the customer experience while decreasing customer service costs by eliminating inefficiencies and pain points for customer groups and to predict future actions by groups of customers based on their pattern.
Markets: Enterprise-class consumer service companies including major banks and voice/data providers such as cellular and wireline voice carriers.
Differentiation: As the only provider of a system that can aggregate customer interactions with large companies from all channels including voice telephone, e-mail, Web, and in-person contacts along with follow-up actions by the company, it can build complete narratives of customer experiences, for instance with customer support to rectify a service interruption or other problem. This can provide patterns of behavior that the company can then use to identify and rectify problems in its customer strategy. This can allow it to increase customer satisfaction, thereby increasing customer retention and follow-on sales.
Customers: Customers include major U.S. banks, cellular carriers, utility companies,and insurers.
History: Founded in 2000 as a Web analytics provider, it evolved to target new opportunities in CRM and related markets. Its founders realized that a complete view of the customer experience must take into account customer interactions at multiple, evolving touch-points such as e-mail, text messaging, call-center, and in-person meetings. With this realization, the company vision grew to the design of a unique analysis system that combines multiple unstructured data types including e-mail, voice recording, and written documents as well as transactional and other traditional structured data types. Its goal has been to make sense of the complex choices of customer interactions to build coherent narratives surrounding a central event such as a service issue or new customer enrollment to identify the causes of customer dissatisfaction and unneeded expense, allowing its customers to improve customer satisfaction and therefore loyalty while eliminating inefficiencies in its customer-facing systems.
Links to Associated Material: Big Data Excites Marco Pacelli
Big Datas Can Drive Your Business Says Marco Pacelli
The Future of the Data Warehouse in an Era of Appliances and Big Data