ClickFox, a customer experience analytics software and solutions company, announced its partnership with specialty insurance provider QBE First. The multi-year SaaS agreement will have ClickFox analyze millions of self-service interactions for the insurance company’s customer experience optimization.

“At QBE FIRST, we pride ourselves on leveraging technology to improve the quality of our customer interactions,” said Carla LaMorta, CIO for QBE FIRST. “We use many technologies to make working with us convenient for customers (such as interactive Web sites, e-mail, and phone calls, and electronic faxes). This makes it challenging for us to get a holistic view of the opportunities we have to further enhance the customers’ experience.

It’s this high level of interactivity that not only fosters various points for ClickFox to analyze, but brings QBE First into direct contact with its customers.  The ability to gather information around direct and indirect actions is where ClickFox really shines, leveraging big data processing to learn about end users.  ClickFox has access to over 400 million customers across its client portfolio, extending vast insight as to their behavior.

For ClickFox, it’s not only about understanding one client’s customers, but understanding the industry of customer service.  From here, ClickFox is able to contextualize a client’s customers’ behavior and make recommendations beyond their individual company’s results.  This is what drives better decision-making for companies like QBE First, which is even able to choose users for “beta” trials in order to test new tweaks before pushing changes across an entire system.  This saves time, money and resources, and helps QBE anticipate the needs of its customers.

“We want a predictive process for our customers,” explains Shaun Shenouda, Senior VP of Integrated Solutions and Analytics.  “We’re looking to integrate with automated business engines to bring that customer back…we can ask them if this is an issue they’re calling about, instead of them having to go back through an entire selection menu.”

Just last month, ClickFox announced that they have assembled a group of talented sales professionals to create a team from companies like Oracle, SAP, IBM, Salesforce.com and a couple other major players in the enterprise software industry. They also added an advisory board that consists of executives from various high profile companies. Both developments signal the growth of ClickFox and the demand for big data analysis.

Big data has become an important trend in business intelligence, and all analytics platform developments, for that matter. As evidence of this statement is the recent funding of Twitter analytics firm DataSift, which raised $6 million in Series A funding.

In this video (shown below), ClickFox CEO Marco Pacelli talks with Wikibon’s Dave Vellante about the trend of big data.

Kristen Nicole also contributed to this piece.