Overview
Marketing
Decision
Management
Contact Center
Retail Channel
Enterprise
Platform
Architecture
Collaborative
Development
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Productivity and customer results remain key challenges for contact center managers and the business in general. Customer Service Representatives are being asked to address more complex inquiries, cover multiple product lines, handle a variety of communications channels and make relevant offers at the appropriate times. In order to be able to improve productivity, agents need to be able to focus on the customer and not on integrating information from multiple screens on their desktop.
Chordiant Contact Center software is fundamentally different than data-centric applications. This process-centric application set delivers relevant and timely information to the customer service representative, providing a single view of the customer and related transactional history from the various back-end core systems.
The applications automate the operational business processes by integrating and managing the necessary data, applications, processes and systems. Appropriate servicing screens support the opening conversation with server-based CTI and back-end integration to core systems. Automated processes are delivered to the agent in a role-based, unified desktop. The necessary scripts, tasks, relevant product offers and other information guides the agent through the process required to complete customer servicing, make relevant offers and enable fulfillment. Intelligent, real-time offers and recommendations are provided through the capabilities of Chordiant Decision Management, to increase customer recruitment, improve retention strategies, increase up-sell and cross-sell success and reduce business risk during any customer interaction.
This unique approach significantly improves the productivity of customer representatives, lower training and processing costs by decreasing the time to competence, often from weeks to days. The solution also provides a lower cost of operation with a zero-footprint, browser-based agent interface and integrates to existing IT assets to reduce your total cost of ownership.
Each customer contact can be further optimized by utilizing such as prioritizing churn offers over cross-sell offers, balancing the decision regarding which offer a customer should receive based upon a combination of propensity to respond vs. potential revenue from a response. Both the business performance of these customer interaction strategies and the performance of decision algorithms can be tracked on an ongoing basis.
Chordiant Contact Center Solution Customers
Examples of our contact center customers include:
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Canadian Tire Financial Services was the first non-deposit taking, financial services institution worldwide to launch a MasterCard in 1995 – it now has more than 1.9M card members. CTFS was named the ‘best call center in Canada’ in 2001 and 2002.
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CIBC is a full-service financial institution operating primarily in Canada and the United States, CIBC has more than eight million retail banking customers, 460,000 small business customers and approximately 8,000 corporate and investment banking customers. CIBC has approximately 1,150 branches and more than 4,400 ABMs in Canada, employing more than 44,000 employees worldwide.
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Lloyds TSB is a leading financial services group, serving some 15 million personal and small business customers through more than 2,200 branches throughout the UK.
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21st Century Insurance is the seventh largest personal auto insurance company in California and insures over 1.2 million automobiles. 21st Century Insurance The Group had $965.3 million in net premiums written, $981.3 million in revenues, and assets totaling $1.5 billion at year end 2002.
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If you require additional information on the Chordiant Enterprise Contact Center Solution, please download our brochure, call 1-888-CHORDIANT or contact your local Chordiant Office.
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