Nuance and ClickFox Expand on Analytics Solution

Nuance Communications and ClickFox today announced a series of new customers for Nuance Consumer Insight, powered by ClickFox. New customers include Aetna, AT&T, Bell South, Caremark, Qwest, 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.

Customers are leveraging Nuance Consumer Insight for a variety of purposes, including analyzing the appropriate use of personalization, promotional messaging, before/after analysis of new feature releases, targeted tuning efforts, and evaluation of new automation opportunities. 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, CEO of 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."