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 world’s top
provider of automated contact and resolution services for consumer
credit and risk management, today announced a partnership to integrate
Adeptra’s auto-resolution technology with
Chordiant’s 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, Adeptra’s
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
attempt.
“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
customer’s 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 Adeptra’s 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 Chordiant’s 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, Adeptra’s 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. Adeptra’s
applications are fully integrated, industry-specific solutions for
business processes such as fraud detection, collections and marketing.
For more information, visit www.adeptra.com.
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 www.chordiant.com.
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 http://www.sec.gov.
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: Mahmoud, +1 650-480-4058 Investor Relations: 415-445-3238 Media Relations: |
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