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DECISION MANAGEMENT

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The success of a business depends upon the quality of the decisions it makes at every customer contact. Such decisions must reflect the business strategy, the interests of the customer, their value and risk to the business. It's called decision management.

With growing customer expectations around personalized service even from providers dealing with heavy-volumes of customer interactions, decision management becomes key. Chordiant Decision Management takes into account each customer’s likely behavior and helps guide the service or sales representative towards the optimum outcome. At each interaction with the customer the business can consider the relative likelihood of the customer responding to an offer, taking their business elsewhere or causing loss to the business. The business that can determine and implement a personalized management strategy for each customer has the means of ensuring that the most suitable decisions are made in accordance with its overall objectives. That's why decision management matters.

• Chordiant Predictive Analytics Director—Rather than a laboratory tool, Chordiant Predictive Analytics Director has been designed as a ‘predictive model factory’. It offers a streamlined business oriented process to quickly and safely develop accurate and reliable models. Chordiant modeling techniques are best of breed and emphasize both transparency and predictive power The quality of Chordiant modeling can be judged from the fact that it is relied on by banks to assess credit risk in lending. Chordiant focuses on the complete process of development, analysis, deployment and monitoring of predictive models.

• Chordiant Data Preparation Director—Predictive analytics requires customer data aggregated at a level suitable for analysis (e.g. customer level, house hold level, etc). Typically, this is an IT task using ETL tools (Extraction, Transformation, Loading). To reduce this dependency, Chordiant Data Preparation Director offers a user-friendly, wizard-type approach to allow non-database experts to de-sign and execute SQL queries. Data Preparation Director allows for a clean separation of IT/operational processes on the one hand and Business/analytical processes on the other.

• Chordiant Strategy Director—Chordiant Strategy Director allows users to design sophisticated customer interaction strategies based on predictive models (the output of the Predictive Analytics Director) and decision rules that reflect tactics, legislation, corporate policies or human judgment. The resulting Decision Logic can be applied to any database for outbound communication or executed in real-time in any agent or customer operated channel.

• Chordiant Deployment Manager—Chordiant Deployment Manager performs an administrative function that ensures that your decision logic can safely be taken into production (e.g. is all the data available in the operational environment to make the decisions). It will also report on its status (submitted for production, batch run scheduled, etc). In addition it will register your decision logic in a monitoring database to make sure that reports can be automatically generated to provide feedback on the quality of the decisions that have been taken.

• Chordiant Real-Time Decisioning Server—The Chordiant Real-Time Decisioning Server transforms the OMEGA Decision Engine into a J2EE-compatible decisioning service that can be hosted in any industry-standard Application Server and called upon by any application that requires decisions.

• Chordiant Database Decisioning Server—The Chordiant Database Decisioning Server transforms the OMEGA Decision Engine into a user-friendly batch execution application to add decision logic and the appropriate decisions to any database.

• Chordiant Decision Monitor—The Chordiant Decision Monitor is an environment in which all decisions are automatically logged and stored in a monitoring database together with the data on which they depend as well as subsequent customer behavior. The monitoring database can be analyzed by 3rd party Business Intelligence tools. Such insight closes the loop and allows an organization to continuously learn from the customer experience.

• Chordiant Recommendation Advisor—Chordiant Recommendation Advisor offers a real-time desktop where customer assessments, based on Decision Logic, can be displayed and acted on. It allows for stand-alone decisioning, but is web-based and can run inside other desktops, such as the Chordiant Call Center Advisor Desktop.

Chordiant Decision Management Solution Customers

Orange, Orange SA is one of the world’s leading communications companies, well positioned for the future.  The Orange brand now operates in the United Kingdom, France, Switzerland, Romania, Slovakia, the Netherlands, Thailand, the Ivory Coast, the Dominican Republic, Cameroon, Botswana and Madagascar. The Orange group also has controlled operations in and a joint controlling interest in Egypt (MobiNil). The Orange group also has minority interests in Portugal (Optimus), Austria, (Connect Austria), and Mumbai/India (BPL Mobile).