Chordiant Releases Enhanced Edition of Decision Management Software with Adaptive Decisioning
Powerful Self-Learning Capability Creates Extraordinary Customer Experiences CUPERTINO, CA - March 27, 2006—Chordiant Software, Inc. (Nasdaq: CHRD), the leading provider of Customer Experience (Cx™) software and services, today announced significant enhancements to its cutting-edge Decision Management application, including powerful adaptive decisioning functionality. This enhanced version not only manages customer interactions based on predictive analytics, but also supports specialty recommendations by dynamically analyzing customer data to support real-time decision making, in essence, "future proofing" changes in customer behavior. Chordiant Decision Management is a powerful tool for making informed decisions about customer relationship development, drawing on past experiences with customers to predict future behavior. The software can anticipate what customers are likely to do and combine these predictions with business rules to develop sophisticated strategies. According to the March 6, 2006 Gartner, Inc. report titled "Key Issues for CRM Customer Service and Field Service," customer service issues are increasingly vital in today's marketplace. "The need to understand customers and their expectations, and to address them, is driving the next wave of customer service applications, infused with business process modeling and analytics." (Michael Maoz, Jim Davies, Esteban Kolsky) With the latest version of Chordiant Decision Management, customer service agents can benefit from both adaptive and predictive decisioning. Companies can add powerful "self-learning" capabilities to the existing predictive models and rules, enabling them to adapt and learn based upon each customer's response. The Chordiant adaptive decisioning capability is particularly important for organizations with new or specialty products and services, where the customer data required for predictive decisioning may not be as readily available as it is for mainstream products. With adaptive decisioning, Chordiant Decision Management enables the agent to view all prior customer responses-alongside current customer details-to generate predictions of behavior that improve with each interaction. As a result, the agent is able to continuously make optimal decisions and recommendations, further enhancing the overall customer experience. "Chordiant Decision Management enables organizations to gain immediate value through introducing real-time marketing, sales and service advice without the delay previously necessitated by the development of predictive models," said David Barrow, Vice President, Vision, Solutions & Architecture. "Companies that choose to take advantage of Chordiant's adaptive decisioning capability can instantly create better interactions for new and specialty products and services, allowing them to provide better service customers." About Chordiant Software, Inc.