24.04.2008 10:00:00
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Orange Selects Chordiant Cx to Improve Customer Retention, Increase Revenues
Chordiant Software, Inc. (Nasdaq:CHRD), the leading provider of Customer
Experience (Cx™) software and services, and
Orange, one of the world’s leading
telecommunications operators and a key brand of the France Telecom
Group, today 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.
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.” About Orange
Orange is a key brand of the France Telecom Group, providing mobile,
broadband, fixed, business and entertainment services across Europe. It
is one of the world's leading telecommunications operators with more
than 163 million customers on five continents.
In June, 2006, Orange became the single brand for mobile, broadband and
multi-play offers. In addition, Orange Business Services became the new
banner for business communications solutions. Orange Business Services
is present in 166 countries with network reach in 220.
In the UK, Orange provides high quality GSM coverage to 99% of the UK
population. At the end of September 2007, Orange had over 16.9 million
customers in the UK - 15.4 million active mobile customers and nearly
1.6 million Internet customers.
Orange and any other Orange product or service names included in this
material are trademarks of Orange Personal Communications Services
Limited.
Further information about Orange and France Telecom can be found on the
Orange website at http://www.orange.co.uk
or the France Telecom website at http://www.francetelecom.com About Chordiant Software, Inc.
Chordiant helps leading global brands with high-volume customer service
needs deliver the best possible customer experience. Unlike traditional
business applications, Chordiant Customer Experience (Cx) front-office
solutions blend multi-channel interaction management with predictive
desktop decisioning, enabling companies to capture and effectively
anticipate and respond to customer behavior in all channels, in
real-time. For global leaders in insurance/healthcare,
telecommunications and financial services, this deeper understanding
cultivates a lasting, one-to-one relationship that aligns the most
appropriate value proposition to each consumer. With Chordiant Cx
solutions, customer loyalty, operational productivity and profitability
reach new levels of return. For more information, visit Chordiant at www.chordiant.com.
Safe Harbor Statement
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 can be no assurance that the Chordiant solutions will be
successfully adopted by each Orange company or other companies. 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. Other risks relating to Chordiant's products
are detailed under "Risk Factors" in Chordiant's Form 10-Q for the
fiscal quarter ended December 31, 2007. These filings are available on a
Web site 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 of
Chordiant Software, Inc. The Customer Experience Company and Cx are
trademarks of Chordiant Software, Inc. All other trademarks and
registered trademarks are the properties of their respective owners.
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