Core Capabilities for Exceptional Business Intelligence
Adaptable capabilities for optimizing the customer conversation
The Chordiant architecture provides a core set of capabilities designed to meet the needs of enterprises committed to the delivery of customer-centric experiences. These capabilities leverage the service-oriented architecture to offer a highly flexible means of engaging in intelligent, customer-focused conversations across lines of business, products, communication channels and roles. By leveraging these core capabilities, you can optimize each conversation to meet the customer’s exact needs and your business objectives.
Seamless Case Management
Chordiant enables seamless, consistent process management. Using the SOA services and business rules, you can quickly implement processes that support the unique requirements of different lines of business, channels and customer segments. Agents and online customers are guided through each step in a process, with actions, recommendations and offers generated dynamically based on customer behavior, responses, mood and past interactions.
Intelligent Desktop
Chordiant’s intelligent desktop dynamically and automatically adapts to the customer, regardless of the communication channel. The presentation is driven by the real-time process, improving business agility, reducing the need for IT coding assistance and aligning delivery with the specific interaction. Role-based, the desktop can present the appropriate offers and resolutions to sales and service representatives or directly —via self-service—to customers. The desktop is compatible with the standard corporate environment so that it can be deployed stand alone or within an existing desktop environment.
The desktop may also provide a single, comprehensive view of the customer’s relationship with the enterprise. Data in multiple front- and back-office systems, such as customer, account and case history, are accessible in real-time. Information is consolidated at the desktop so that agents no longer have to click through multiple tabs or search through multiple systems to find the information they need. The result is highly personalized and efficient conversations.
Predictive and Adaptive Analytics
Industry analysts have described Chordiant’s adaptive and predictive analytics capabilities as best-of-breed. With Chordiant analytics, you can create robust and highly predictive scoring models which can be used in combination with other models and business rules to develop sophisticated customer experience strategies.
Business owners can create analytic models based on historical customer data in order to predict future customer behavior. The analytic models can also automatically adapt during a customer interaction using real-time data, such as a customer’s responses, mood or change in need, to re-analyze and recommend the best strategy as the conversation unfolds.
By combining these models with Chordiant real-time decisioning, you can optimize each customer interaction to dynamically recommend an offer or resolution tailored to the individual, their value, their buying power and the specific interaction.
Real-Time Decisioning
Chordiant real-time decisioning allows you to implement sophisticated customer experience strategies, delivering a unique experience for each customer and prospect. Closely aligned with the intelligent desktop and Chordiant’s powerful analytics, the real-time decision engine supports the execution of dynamic, rule-based strategies that adapt and respond within the context of the interaction.
During each interaction, the decision engine makes use of a wide range of information, such as customer history, customer value, the current interaction, predictive models and the customer’s responses and mood to recommend the unique Next-Best-Action for that customer, conversation and communication channel. As a result, conversations that were once static and product-based now become dynamic and customer-centric.
Visual Design and Control
Chordiant’s visual design and control capabilities provide business management of the customer experience. Using business-friendly tools, you can simulate, test and execute strategies for each part of your business that touches a customer without the wait for IT resources.
Each sales, marketing and service strategy can be modeled and quickly deployed for maximum impact on the customer experience and minimal impact on IT. The visual design and control capabilities enable rapid response so that you can bring new products and services to market faster, modify processes to reflect changes in business conditions, quickly respond to new customer demands and business goals, and continuously improve the customer experience to maximize the value of each conversation.
