Chordiant Software, a leading provider of Customer Experience (Cx) software and services, has successfully completed validation of its Chordiant Decision Management software for IBM's Service Provider Delivery Environment (SPDE) Framework. As an integral part of IBM's framework, Chordiant's centralized predictive "decisioning" software will help telecommunications companies implement revenue-generating services that optimize the customer experience, the company says. Chordiant Decision Management is a proven application for telecommunications that currently enables some of the world's largest providers to improve customer satisfaction, reduce churn, and increase profitability, according to the company.
"Through the SPDE Framework initiative, we are bringing together platform-independent software vendors that deliver proven solutions designed and built for service providers," said Jeff Smith, vice president, communications sector solutions IBM. "Each of these vendors has undergone a rigorous assessment to ensure that their solutions qualify as a next-generation, open-standards-based environment. We are excited that Chordiant is one of the select vendors to meet this high standard. We believe Chordiant solutions deliver real business value to communication service providers that will help successfully reduce churn, one of the most critical issues currently facing providers."
"IBM's new framework provides an excellent platform for telecommunications providers who want to get up and running fast with solutions that can drive revenue within the installed base, and potential clients and improve customer focus," said Lisa Caswell, vice president, global alliances of Chordiant. "SPDE provides the end-to-end service delivery framework, and Chordiant enables the services delivered to improve business results while personalizing the customer experience and interactions. We think the telecommunications industry will benefit tremendously from this exciting initiative."
The IBM SPDE Framework is an open, scalable, flexible and SOA-based telecommunications industry application framework. Several solution vendors and their applications have been validated for integration into the framework. The objective of this framework is to accelerate a telecommunications service lifecycle from creation and execution of a service, service quality assurance, security and ongoing management and maintenance of a service.
Integrated into the SPDE Framework, Chordiant Decision Management comprises a suite of predictive decisioning applications that form the core of Chordiant's vertical Cx solutions for the telecommunications industry. With Chordiant decisioning, companies can become more responsive to customer needs and more agile in the face of market pressures by delivering consistent, Next-Best-Action driven interactions across all channels. Business line managers and marketing managers can create customer interaction and marketing strategies that help build customer loyalty that have proven results of significantly reducing churn at many of the world's leading telecommunications providers while increasing efficiency. In the contact center, Chordiant Decision Management guides agents through proposition negotiations with real-time recommendations that take into consideration the customer's history and likely behaviors.
Agents can negotiate for retention or collections and make cross-sell or up-sell offers that change on-the-fly depending on the customer's reaction. When the moment is right, Chordiant Decision Management can even guide an agent through a non-scripted, intelligent needs analysis question and answer session with the customer. With only a pre-determined first question, the system will dynamically determine subsequent questions depending on the customer's history and current answers. With built in telecommunication blueprints, the system can do real-time best plan advice calculations that can be used as a cross-/up-selling or retention tool.
Chordiant Decision Management's toolset used to design, test, and deploy these real-time strategies can be understood and controlled by business users. This gives business owners the ability to manage the success of marketing efforts in real-time and measure that success in terms of impact on the bottom line. To ensure operational safety, IT can set the parameters in which customer strategies can be safely defined and deployed to ensure that existing systems and processes are not negatively impacted. In addition, Chordiant Decision Management is designed for the large enterprise, enabling hundreds of live, self-learning models to be implemented across thousands of users and millions of interactions without impacting overall system performance.
About Chordiant Software, Inc.
Chordiant Software, Inc. helps leading global brands with high-volume customer service needs deliver the best possible customer experience. Unlike traditional business applications, Chordiant Customer Experience (Cx) front-office solutions blend multi-channel interaction management with predictive desktop decisioning, enabling companies to capture and effectively anticipate and respond to customer behavior in all channels, in real-time. For global leaders in insurance/healthcare, telecommunications, and financial services, this deeper understanding cultivates a lasting, one-to-one relationship that aligns the most appropriate value proposition to each consumer, according to Chordiant. With Chordiant Cx solutions, customer loyalty, operational productivity and profitability reach new levels of return, says the company. For more information, visit Chordiant at www.chordiant.com.
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