Chordiant's Collaborative Connect Enables Highly-effective, Web-based Communication, Erasing the Gap between the Customer and Customer Service
July 31, 2001 - Increased focus on advertising and marketing campaigns is driving prospects and customers to company Web pages, but many of these sites are not equipped to intuitively lead customers through the ordering process. Because online forms and FAQs can't address every customer question, the ability to communicate with a company representative in real time is critical.
Chordiant Software, Inc. (Nasdaq:CHRD), provider of the Unifying Customer Relationship Management (CRM) Solution, today announced Collaborative Connect, a business-to-individual application that allows customer service representatives (CSRs) to dynamically share and co-browse Web pages, collaboratively complete forms and engage in interactive and proactive online chat sessions with customers - all in real-time, leading to more Web-based sales for Global 1000 enterprises.
Chordiant's Collaborative Connect allows CSRs to visually assist online customers in completing business transactions related to complex, high-value, or high-touch products and services. For example, these transactions may include completing and submitting online loan applications, buying and selling securities online, completing travel arrangements, and configuring and ordering computers or enterprise software.
As part of Chordiant's Unifying CRM Solution set, Collaborative Connect may be integrated with an enterprise's legacy system to deliver richer, more personalised and relevant online sales and service experiences. Collaborative Connect enables CSRs to browse with prospects and customers, and fill out Web forms together, while communicating with VoIP, Internet call-back or rich text chat.
"Expectations of Web sites are only increasing. Collaborative Connect is an important e-Service that allows companies to better support their individual customers, leading to increased online sales and greater customer satisfaction and retention," said Sam Spadafora, chairman and CEO of Chordiant. "Collaborative Connect integrates seamlessly with, and leverages, the out-of-the-box functionality of the Chordiant ICIM platform, as well as the flexibility and scalability of the Chordiant JX (J2EE + XML) Architecture."
Key features of Chordiant Collaborative Connect include:
- Secure collaboration sessions. Collaborative Connect supports SSL encryption of shared Web pages to deliver personal customer information, such as financial and account data.
- Personalised content. Collaborative Connect allows page collaboration and joint form-filling on dynamically-generated and individually personalised Web pages.
- URL and file push. Agents can push files and Web pages directly to the customers' browser, allowing information to be delivered to the customer in real time.
- Enhanced chat. Collaborative Connect allows images, animations, colours, banners, variable fonts and offers to be directly embedded in the chat session, providing rich, engaging and highly-effective customer communications.
- Drag-and-drop support. Collaborative Connect works to increase agent response time and reduce errors by allowing frequently used items or knowledge base entries to be directly inserted into the chat session via a drag-and-drop interface.
- Audit controls and agent lock out. Collaborative Connect allows CSRs to be "locked out" of invoking certain operations on a customer Web page, such as the "buy" button on a stock trading page or the "I accept" button on a loan application, while still allowing the agent to assist the customer in the transaction.
- Full platform integration. Collaborative Connect is fully integrated with the Chordiant ICIM Platform, allowing collaboration sessions to be queued, routed and transferred just like phone calls or e-mails.
Chat sessions and full transcripts, including lists of Web pages shared, are recorded to the Chordiant Unified Customer History.
"Chordiant helps Global 1000 companies deliver intelligence and consistency at every interaction regardless of the channel - and is now enabling real-time, Web-based communication as another channel - to provide consistent business processes and policies with every customer interaction," added Spadafora. "Chordiant is rounding its solution with new channels of communication that are all tied into the ICIM platform to leverage the real-time opportunity for interaction with customers and prospects...in this case Web site visitors."
About Chordiant Software Inc.
Heavily represented by the financial services, telecommunications and travel industry sectors, Chordiant's clients typically have more challenging environments for e-Selling and e-Servicing, due to the complexity of decisions involved in completing a purchase and the higher average monetary value of such transactions.
Chordiant Software, Inc. delivers a Unifying Customer Relationship Management (CRM) solution based on Chordiant's branded platform strategy, the Intelligent Customer Interaction Management (ICIM) platform. Chordiant's ICIM platform provides highly scalable building blocks for developing and integrating flexible CRM solutions into customers' existing enterprise-wide systems.
No matter how consumers choose to communicate with the enterprise--through branch locations, Web, e-mail, telephone, or wireless access the Chordiant Unified CRM Solution provides a real-time, single view of each customer and a consistent, personalised process for every interaction. It includes a comprehensive business process engine, which allows companies to implement best business practices across multiple touchpoints. As a result of Chordiant's sophisticated Marketing Automation Business Services, marketers can maximise their ROI through the creation, execution and refinement of sophisticated direct marketing initiatives that span both traditional and online channels. Chordiant empowers high-value contacts designed to retain customers, grow revenues and drive profits during every contact.
Headquartered in Cupertino, Calif., Chordiant maintains offices in Boston; Chicago; Dallas; Manchester, New Hampshire; New York; London and Brentford, U.K.; Amsterdam; Paris; Munich; and Sydney and Melbourne, Australia.
Further information is available by visiting the website: http://www.chordiant.com
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," 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, including, among others, potential difficulties in the assimilation of operations, strategies, technologies, personnel and products of acquired companies and technologies, the impact of perceived or actual weakening of economic conditions on customers' and prospective customers' spending on Chordiant software and services; quarterly fluctuations in Chordiant's revenues or other operating results; failure by Chordiant to meet financial expectations of analysts and investors, including failure resulting from significant reductions in demand from earlier anticipated levels; risks related to market acceptance of Chordiant's products; customisation and deployment delays or errors associated with Chordiant products; impact of long sales and implementation cycles for certain Chordiant products; reliance by Chordiant on a limited number of customers for a majority of its revenues; Chordiant's need to retain and enhance business relationships with systems integrators and other parties; Chordiant's use in its products of third-party software; activities by Chordiant and others regarding protection of intellectual property; and competitors' release of competitive products and other actions..
Further information on potential factors that could affect the financial results of Chordiant are included in risks detailed from time to time in Chordiant's Securities and Exchange Commission filings, including without limitation Chordiant's report on Form 10-Q for the quarterly period ended March 31, 2001, as filed on May 15, 2001 and the Annual Report on Form 10-K filed on March 27, 2001. These filings are available on a website 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 and Chordiant Unified CRM for Extreme Demands is a trademark of Chordiant Software Inc. JX Architecture is a trademark of Chordiant Software Inc. All other trademarks and registered trademarks are the properties of their respective owners.
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