Business News

Chordiant and Adeptra Partner to Enhance Consumer Servicing and Risk Management

2008-07-15 08:00:00

Adeptra’s Auto-Resolution Services and

Chordiant’s Collections Manager Application

Combine to Reduce Call Center Costs, Improve Customer Experience

CUPERTINO, Calif. & NORWALK, Conn.–(EMWNews)–Chordiant Software, Inc. (Nasdaq:CHRD),

the leading provider of Customer Experience (Cx)

software, and Adeptra Inc., the worlds top

provider of automated contact and resolution services for consumer

credit and risk management, today announced a partnership to integrate

Adeptras auto-resolution technology with

Chordiants award-winning Customer Experience

(Cx) software.

Specifically, the companies will collaborate on extending an API that

allows Chordiant Collections Manager 2.0 to dynamically generate lists

for automated calling by the Adeptra-hosted SaaS outbound calling

system. The partnership will help leading global service providers

better manage their complex interactions with customers, thus improving

customer satisfaction within the collections process and throughout the

customer lifecycle. The field teams of each company will be trained on

the joint solution, and collaborate in market development and joint

major account opportunities.

In fraud, collections and marketing, Adeptras

systems support company operations by both increasing the efficiency and

capabilities of call center staff while reducing agent time and costs.

The system can be implemented via multiple contact channels, including

voice, email, SMS, fax and pagers. The Adeptra solution allows global

brands to contact customers automatically and proactively throughout the

customer lifecycle. This automated notification cuts call center

capacity problems, reduces costs and increases customer satisfaction.

Chordiant Collections Manager is an innovative solution for

organizations with high-volume customer interactions that makes the

collections process as positive and profitable as possible. Chordiant

Collections Manager is the latest offering in the family of applications

Chordiant delivers that help global brands manage complex customer

processes through the use of real-time predictive and adaptive analytics

that drive Next-Best-Action resolutions and

outcomes. Through sophisticated predictive analytics, outreach can be

modified to a significant level of detail in real-time, ensuring that

each customer receives the most effective treatment possible.

Lenders need to challenge their past

practices and update strategies, rethinking people, process, and

technology in the collections area, comments

Bobbie Britting, research director at the TowerGroup in her April 2008

report on Best Practices in Automotive

Finance Collections. Analytics can

improve early-stage collections recovery efforts by helping determine

the best treatment for each customer; tools ranging from generic

collection models to optimization treatments will enhance performance in

any category.

The Chordiant-Adeptra integration will determine next steps best suited

to the specific needs of a customer and the goals and objectives of the

organization. Subsequently, the solution could send an automatic payment

reminder to a good customer, take payments via the phone, or put

high-risk customers in contact with a live agent. A collections call

made using the Adeptra solution can vary its script and speaking voice,

from helpful reminder to firm demand, according to the amount of debt,

how long it has been overdue or what occurred on the last contact


The potential to turn the collections

process on its head from a hostile,

one-size-fits-all process to one which looks at and adapts to each

customers particular circumstance

is a major opportunity for organizations to transform the customer

experience they deliver, said Steven R.

Springsteel, chairman, president and CEO of Chordiant Software. Partnering

with Adeptras market-leading SaaS-based

services helps extend the capabilities of managing time-sensitive

interactions in high-volume customer environments.

Delivering customized and personalized

messaging at the point of interaction with a customer has proven to be

highly productive in the credit and risk management arena,

said Lou Venezia, CEO of Adeptra. The

ability to communicate with each customer in a way that is meaningful to

them ups the ante in customer service and changes the nature of customer

interactions. Combining the Adeptra APM

technology with Chordiants Customer

Experience (Cx) software changes the game.

About Adeptra

Adeptra is number one in auto-resolution

virtual contact center solutions that far exceed traditional auto-dialer

applications by providing three times the reach, engaging customers in a

personalized dialogue, and resolving issues, without the need for

contact center staff. Whereas most customer support is accomplished

through a request and respond

model, Adeptras Auto-resolution Services

are the next generation in two-way voice and alerting solutions; they

proactively reach out and deliver time-sensitive customer communication

via voice, fax, pagers, text messaging and email. Adeptras

applications are fully integrated, industry-specific solutions for

business processes such as fraud detection, collections and marketing.

For more information, visit

About Chordiant Software, Inc.

Chordiant 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. With Chordiant Cx

solutions, customer loyalty, operational productivity and profitability

reach new levels of return. For more information, visit Chordiant at

Safe Harbor Statement

This news release includes “forward-looking statements” that are subject

to risks, uncertainties and other factors that could cause actual

results or outcomes to differ materially from those contemplated by the

forward-looking statements. Forward-looking statements in this release

are generally identified by words such as “believes,” “anticipates,”

“plans,” “expects,” “will,” “would,” “guidance,” “projects” and similar

expressions which are intended to identify forward-looking statements.

There can be no assurance that other customers will adopt or deploy

Chordiant solutions. There are a number of important factors that could

cause the results of Chordiant to differ materially from those indicated

by these forward-looking statements. Other risks relating to Chordiant’s

products are detailed under “Risk Factors” in Chordiant’s Quarterly

Report on Form 10-Q for the fiscal quarter ended March 31, 2008.

These filings are available on a Web site maintained by the Securities

and Exchange Commission at

Chordiant does not undertake an obligation to update forward-looking or

other statements in this release.

Chordiant and the Chordiant logo are registered trademarks of

Chordiant Software, Inc. The Customer Experience Company and Cx are

trademarks of Chordiant Software, Inc. All other trademarks and

registered trademarks are the properties of their respective owners.

Chordiant Media Relations:
Eastwick Communications

Mahmoud, +1 650-480-4058
[email protected]

Investor Relations:
Market Street Partners
Karen Haus, +1

[email protected]

Media Relations:
Debbie Nesdale, +1 203-956-2618
[email protected]

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