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Car insurance and claims operation migrates to Chordiant 5 J2EE architecture

CUPERTINO, California and LONDON, England May 29, 2002 Chordiant Software, Inc. (NASDAQ: CHRD), a leader in delivering Dynamically Driven Customer Relationship Management (CRM), today announces that Direct Line Group is extending its use of Chordiant, and migrating over to Chordiant's J2EE/XML (JX) architecture. This expansion signifies the satisfaction and confidence of Direct Line Group that the implementation has met agreed objectives.

The implementation, which went live in summer last year, currently supports 1,700 user seats across contact centres in Croydon, Manchester and Birmingham and deals with the car insurance and claims operation of Direct Line Group. Ultimately the project is expected to scale to well over 4000 user seats making it one of the largest implementations of its kind.

The Direct Line Group is well known in the UK market for shaking up the financial landscape with its telephone and now Internet-based operation. The company has become the UK's largest private direct motor insurer and has expanded its operations overseas as well as into other services and products such as home insurance, travel insurance, personal loans and automobile sales. Central to this growth is Direct Line's ability to manage customer relationships via the telephone and the Web. Key to the success of the Chordiant implementation has been the ability to provide contact centre agents with access to legacy application data without risking the integrity of the existing systems.

The implementation has met our strategic objectives and this is reflected in our decision to adopt the Chordiant JX architecture, said Richard Beal, Group IT Director, Direct Line Group. As a phone and Web-based operation we rely upon the effectiveness of our contact centres at providing a positive customer experience and the Chordiant CRM solution is helping us to achieve that. We expect the JX architecture to provide us with the means to communicate consistently with each customer as an individual no matter the channel.

Chordiant's JX architecture, based on J2EE and XML standards was announced last year and is the basis of the new Chordiant 5 product suite. Direct Line Group has chosen to migrate over to the new architecture in a drive toward open standards, flexibility and scalability.

We are delighted to be announcing that another one of our users has successfully implemented the Chordiant CRM solution and is benefiting from Chordiant's vision of CRM, said Allen Swann, President of International Operations, Chordiant Software. Direct Line has implemented CRM at a strategic level and early pilots have justified that vision. That they have now decided to adopt a JX strategy reflects an increasing demand across businesses for open standards and greater flexibility in approaching CRM implementations in addition to further endorsing our belief in that architecture as the future for CRM.

About Direct Line Group

Direct Line Group is the UK's leading direct personal insurer for motor, home, travel, life and pet insurance. Following the acquisition of Green Flag in November 1999, Direct Line Rescue also became the country's third largest breakdown recovery provider. As part of Direct Line Group, Green Flag Group aims to become the UK's leading business to business provider of personal general insurance, motoring assistance and other motoring related products.

Direct Line Group* is the UK's largest direct private motor insurer and the sixth largest home insurer with over 4 million and over 1 million customers respectively. Building on its success with the famous red telephone, was launched in September 1999, offering the fastest quote and buy internet service for its general insurance products. It has since established itself as the country's leading online insurer with 30% of the online general insurance market. Direct Line Group's motoring site,, which offers UK cars at up to 30% off list prices and sold 7700 cars in 2001.

Following the success of Linea Directa, its first joint venture, which is now Spain's largest direct motor insurer with over 400,000 customers, Direct Line Group launched its second joint venture in Japan in March 2001. Its partner is Japanese life insurer Yasuda Mutual Life Insurance, and the operation sells motor insurance in the world's single largest motor market. In June 2001, Direct Line Group acquired the Italian and German motor insurance operations of US insurance company Allstate and more recently announced the acquisition (subject to regulatory approval) of Royal & Sun Alliance's direct motor insurance operation in Italy. The company launched the rebranded Direct Line business in Italy in January 2002 and in Germany in February 2002.

*including Direct Line and Privilege brands, and Green Flag Group business.


Chordiant Software, Inc. is a worldwide leader in developing and delivering Dynamically Driven CRM solutions for global business to consumer enterprises.

The Chordiant solution enables enterprises to gain a sustained competitive advantage through more efficient and effective marketing, selling and customer service. Only Chordiant delivers real-time, adaptive, process-centric solutions that provide multidimensional customer interactions. The unique Chordiant JX Architecture leverages existing investments inside the enterprise and beyond, to enable brand consistency throughout the extended enterprise, resulting in a more relevant and consistent customer experience.

Headquartered in Cupertino (Silicon Valley), California, Chordiant maintains offices in Boston, Chicago, New York City, London, Paris, Amsterdam, Frankfurt, Munich, Madrid, Johannesburg, Sydney and Melbourne.


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, 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.

Annual Report on Form 10-K filed on March 29, 2002 and most recent Form 10Q filed on May 15 2002. These filings are available on a Web site maintained by the Securities and Exchange Commission at

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., JX Architecture and Dynamically Driven CRM are trademarks of Chordiant Software, Inc. All other trademarks and registered trademarks are the properties of their respective owners.

For Chordiant European information, please contact:
Sally Nicholson
Chordiant Software, Inc.
+44 (0) 20 8400 3000

Nick Wilkins
Brodeur Worldwide
+44 (0)1753 790700

Chordiant US media contacts:
Paul Burrin
Chordiant Software, Inc.
(408) 517-6168

Russ Pecoraro
The Hoffman Agency
(408) 286-2611

For Investor Relations information, please contact:
Steve Polcyn
Chordiant Software, Inc.
(408) 517-6282

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