Go BackChordiant and Adeptra Partner to enhance consumer servicing and risk management
Chordiant Software, Inc the leading provider of Customer Experience software, and Adeptra Inc the world's top provider of automated contact and resolution services for consumer credit and risk management announced a partnership to integrate Adeptra's auto-resolution technology with Chordiant's award-winning Customer Experience (CxT) software.
Specifically, the companies will collaborate on extending an API that allows Chordiant Collections Manager 2.0 to dynamically generate lists for automated calling by the Adeptra-hosted SaaS outbound calling system.
The partnership will help leading global service providers better manage their complex interactions with customers, thus improving customer satisfaction within the collections process and throughout the customer lifecycle. The field teams of each company will be trained on the joint solution, and collaborate in market development and joint major account opportunities.
In fraud, collections and marketing, Adeptra's systems support company operations by both increasing the efficiency and capabilities of call center staff while reducing agent time and costs.
The system can be implemented via multiple contact channels, including voice, email, SMS, fax and pagers. The Adeptra solution allows global brands to contact customers automatically and proactively throughout the customer lifecycle. This automated notification cuts call center capacity problems, reduces costs and increases customer satisfaction.
Chordiant Collections Manager is an innovative solution for organizations with high-volume customer interactions that makes the collections process as positive and profitable as possible.
Chordiant Collections Manager is the latest offering in the family of applications Chordiant delivers that help global brands manage complex customer processes through the use of real-time predictive and adaptive analytics that drive Next-Best-ActionT resolutions and outcomes.
Through sophisticated predictive analytics, outreach can be modified to a significant level of detail in real-time, ensuring that each customer receives the most effective treatment possible.
"Lenders need to challenge their past practices and update strategies, rethinking people, process, and technology in the collections area," comments Bobbie Britting, research director at the TowerGroup in her April 2008 report on Best Practices in Automotive Finance Collections. "Analytics can improve early-stage collections recovery efforts by helping determine the best treatment for each customer; tools ranging from generic collection models to optimization treatments will enhance performance in any category."
The Chordiant-Adeptra integration will determine next steps best suited to the specific needs of a customer and the goals and objectives of the organization. Subsequently, the solution could send an automatic payment reminder to a good customer, take payments via the phone, or put high-risk customers in contact with a live agent.
A collections call made using the Adeptra solution can vary its script and speaking voice, from helpful reminder to firm demand, according to the amount of debt, how long it has been overdue or what occurred on the last contact attempt.
"The potential to turn the collections process on its head - from a hostile, one-size-fits-all process to one which looks at and adapts to each customer's particular circumstance - is a major opportunity for organizations to transform the customer experience they deliver," said Steven R. Springsteel, chairman, president and CEO of Chordiant Software. "Partnering with Adeptra's market-leading SaaS-based services helps extend the capabilities of managing time-sensitive interactions in high-volume customer environments."
"Delivering customized and personalized messaging at the point of interaction with a customer has proven to be highly productive in the credit and risk management arena", said Lou Venezia, CEO of Adeptra. "The ability to communicate with each customer in a way that is meaningful to them ups the ante in customer service and changes the nature of customer interactions. Combining the Adeptra APMT technology with Chordiant's Customer Experience (CxT) software changes the game."
About Adeptra
Adeptra is number one in auto-resolution - virtual contact center solutions that far exceed traditional auto-dialer applications by providing three times the reach, engaging customers in a personalized dialogue, and resolving issues, without the need for contact center staff.
Whereas most customer support is accomplished through a "request and respond" model, Adeptra's Auto-resolution ServicesT are the next generation in two-way voice and alerting solutions; they proactively reach out and deliver time-sensitive customer communication via voice, fax, pagers, text messaging and email. Adeptra's applications are fully integrated, industry-specific solutions for business processes such as fraud detection, collections and marketing.
For more information, visit www.adeptra.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 http://www.chordiant.com.
Chordiant Media Relations Contacts:
Mo Mahmoud
Eastwick Communications
+1 (650) 480-4058
Chordiant@eastwick.com
Chordiant Investor Relations Contact:
Karen Haus
Market Street Partners
+1 (415) 445-3238
chrd@marketstreetpartners.com
Adeptra Media Relations Contacts:
Debbie Nesdale
+1 (203) 956-2618
dnesdale@adeptra.com
Date - 15/07/2008
