US / Europe : Chordiant Software announced Orange has selected Chordiant Decision Management and Chordiant Recommendation Advisor to improve customer retention and increase revenues by delivering unique experiences to millions of customers worldwide. The Chordiant real-time customer experience management solution is France Telecom’s preferred solution for Centralized Decisioning and will be used to service all channels, from contact centers and retail stores, to web and mobile channels. The solution is currently being rolled out to customer service teams in the United Kingdom and Romania.
Above shows how Chordiant Decision Management is applied in a typical scenario.
Chordiant’s offerings are designed to meet the growing challenges of high-volume customer service operations, such as insurance/healthcare, telecommunications and financial services, where delivering tailored and profitable customer interactions is critical. Such businesses service hundreds of thousands of customer accounts, offering multiple product lines from numerous business units.
“Customer retention is a business imperative for providers to stay on top in our industry,” said Annette Mitchell, Orange Director of Customer Experience Marketing. “Of course, the real trick is in keeping customers happy and loyal while ensuring the relationship is profitable. Chordiant enables us to do this by making sure that every customer interaction is highly individualized, taking into account the customer’s value to the company, their likely behaviors, needs and interests. The system looks at every piece of information we have on the customer, including any current interactions or conversations, and enables us to make decisions in real-time that are good for the business, while meeting the customer’s needs.”
“This is exciting as we believe it will greatly enhance our ability to deliver relevant, compelling offers and experiences to our customers,” said Alex Ford, Director, Consumer Base management, Orange UK. “My group focuses on retention, cross-sell, up-sell, and making sure our customer base is well cared for in general. Chordiant will make this job significantly easier and more profitable for the company, as well as more satisfying for our employees on the front lines. Most importantly, we will now be able to deliver a consistency of experience which will have a profound impact on our relationship with our customers.”
Chordiant Decision Management and Recommendation Advisor will provide Orange with an enterprise marketing solution that will optimize customer interactions in all customer-facing channels. This will ensure that next-best-action decisions can occur in real-time to help make Orange’s customer interactions unique, appropriate, and consistent at all times. Decision Management will also give Orange business users full control over the development and management of the rules that drive decisioning to ensure that the needs of customers and the business are met simultaneously.
Chordiant Decision Management comprises a suite of predictive decision management applications that enable companies to rapidly develop and automatically execute accurate predictions of customer behavior. These models can be integrated with sophisticated business rules and segmentation schemes to create ‘decision logic’ that can be centrally tested, deployed, monitored and controlled in batch or in real-time across all channels. Delivering consistent next-best-action decisions across all channels, CDM enables companies to determine and cost-effectively implement a personalized management strategy for each customer and execute the most appropriate decision based on overall business objectives.
Chordiant Recommendation Advisor provides an intelligent desktop that leverages Decision Management to assess everything known and said by the customer in current and previous interactions and recommend the next-best-action to be taken, either as highly personalized advice to an agent, or through the dynamic selection, customization, and appropriate placement of offers in a self-service channel.
“Orange is an extremely exciting win for Chordiant, as we believe our solutions deliver benefits to telecom that will raise the bar on service for the whole industry,” said Steven R. Springsteel, chairman, president, and CEO of Chordiant. “More and more large telcos realize that dealing with customer churn by addressing customer needs is becoming a critical differentiator. We are excited to contribute not only to helping Orange stay more competitive in the industry, but to helping consumers gain more of a voice in an industry that is a part of our daily lives.”
