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Chordiant Launches Recommendation Advisor 6.1 Real-Time Customer Interaction Management Solution Turns Inexperienced Contact Center Agents into Seasoned Professionals, Personalizes Self-Service CUPERTINO, CALIF. – July 10, 2008—Chordiant Software, Inc. (Nasdaq: CHRD), the leading provider of Customer Experience (Cx™) software and services, today announced Recommendation Advisor 6.1, a real-time conversation and interaction management solution for organizations with high customer interaction volumes. Chordiant Recommendation Advisor is able to “listen” to the conversation a call center or branch agent is having with a customer and dynamically re-apply models and rules to every new input. It offers Next-Best-Action™ recommendations that change dynamically based on customer responses, action or inaction. This helps every contact center agent perform like a knowledgeable, seasoned professional who can ensure the best possible outcome for the customer and the company. Similarly, Recommendation Advisor presents customers with personalized, Next-Best-Action-driven offers and recommendations in self-service channels. "The impact of enterprise decision management on operations is only just beginning to be fully appreciated," comments James Taylor, Principal and co-founder of Smart (enough) Systems, a consulting firm focused on the enterprise decision management marketplace. "The potential to dramatically improve the experience of a customer, especially in high-volume call centers, is significant. Chordiant Recommendation Advisor is a great example of utilizing this approach and clearly shows how sophisticated decision management applications can transform operations and improve customer interactions." Chordiant Recommendation Advisor is built on Chordiant Decision Management, a suite of predictive and adaptive decisioning applications that enables business users to efficiently and safely develop highly expressive Next-Best-Action strategies. These strategies are composed of models that predict and react to individual customer expectations, propensities and behaviors combined with intuitive, sophisticated business rules and segmentation schemes. This combination also forms “decision logic” that can be centrally deployed in the run-time environment for batch decisioning, real-time decisioning or both, across any channel. With this powerful hub for enterprise-wide decisioning in place, companies can automatically ensure that every customer interaction is unique, appropriate, and consistent at all times, and that Next Best Action decisions can occur dynamically. In the contact center, Chordiant Recommendation Advisor assesses everything known about and said by the customer in current and previous interactions and recommends Next-Best-Actions to be taken. These actions can take the form of highly personalized offers or bundles, advice, insightful questions, sophisticated negotiation, relevant explanations and/or compensation. At no point during the contact are recommendations or actions scripted. Recommendation Advisor instead continually guides the conversation, determining and adapting actions in real-time based on customer responses. Recommendation Advisor 6.1 also offers a new “sensing” feature that gives agents the ability to characterize the mood of a customer. This knowledge will automatically change the guidance received by the agent to cater to the emotional state of the caller. In a self-service channel, Recommendation Advisor can dynamically present personalized questions, answers, offers, advice, guiding the customer to an appropriate and satisfactory resolution of their issue or inquiry. “Chordiant Recommendation Advisor is uniquely able to solve the inherent challenges of live customer interaction,” said Rob Walker, Vice President, Decisioning, Chordiant Software. “With customer experience quality standards increasing across all industries and companies always trying to lower service costs, it is vital to maximize the effectiveness of customer-facing staff and self-service channels. Chordiant Recommendation Advisor helps companies do this by intelligently automating tasks that have traditionally been the domain of only the most senior members of staff. With its dynamic conversation guidance and mood calibration, Recommendation Advisor represents the future of customer interaction, ensuring high quality, cost-effective customer experiences at the point of contact.” According to research by Purdue University’s Center for Customer-Driven Quality, call center experiences are the key to a customer’s decision to repurchase services from a company. Unfortunately for many companies, these experiences often have the opposite effect, with agents who don’t have all the information they need, don’t know what to do, do the wrong thing, or give erroneous information. Empowering call center agents to have intelligent, informed, appropriate conversations is key to improving this customer experience. Chordiant Recommendation Advisor 6.1 can dramatically improve the performance of even the most inexperienced call center agents by putting expert, real-time guidance about how to treat customers, answer requests, resolve issues, give advice and recommend products at their fingertips. 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 http://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 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 Contacts: Mo Mahmoud Eastwick Communications +1 (650) 480-4058 Chordiant@eastwick.com Emma Smith Hotwire +44 (0)20 7608 4698 Chordiant@hotwire.com Chordiant Investor Relations Contact: Karen Haus Market Street Partners +1 (415) 445-3238 chrd@marketstreetpartners.com
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