ClickFox, E.piphany Promise Better CRM

ClickFox Inc. and E.piphany Inc. are each developing software designed to give enterprises better insight into the state of their customer dealings.

The companies last week announced products that apply analytics to phases of the CRM (customer relationship management) process—customer service and marketing, respectively—with the common goal of making those processes more effective.

Startup ClickFox launched Customer Behavior Intelligence Suite, software that analyzes customer interactions over Web and voice channels to help enterprises improve customers experience when using self-service applications. The Atlanta-based companys technology for modeling and optimizing user behavior, known as Visualized Interactive Behavioral Engine, or VIBE, provides the basis for Customer Behavior Intelligence Suite.

The suite is a decision support platform that includes capabilities for system modeling, flow and behavior visualization, and root-cause analysis and reporting, as well as a recommendations engine. Separate modules address IVR (Interactive Voice Response)/speech, Web and cross-channel communications.

Meanwhile, E.piphany made available updates to its E.6.5 suite of sales, service and marketing applications that provide new capabilities to improve the effectiveness of marketing campaigns. The software enhancements are in large part a response to the restraints Do Not Call legislation has placed on companies outbound sales and marketing activities, said E.piphany officials in San Mateo, Calif.

Some enhancements focus on usability, such as support for one-click reusable campaign logic; scenario testing and “what-if” analysis; and campaign queries and list management. Campaign effectiveness reporting has also been enhanced in this release with support for real-time campaign results views, improved report manipulation and tighter integration with business productivity tools, such as Microsoft Corp.s Excel spreadsheets.

This release supports incremental data streaming and concurrent data processing capabilities for improved scalability, officials said. E.piphany expanded platform support to include 64-bit Windows, BEA Systems Inc.s WebLogic application server running in IBMs AIX environment, and the latest versions of Microsofts and Oracle Corp.s databases.

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