Chordiant Introduces Revolutionary Customer Experience Management Solution: Chordiant Visual Business Director


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Simulates Customer Interaction Strategies, Visualizes and Controls Enterprise-wide Business Impact in Real-time

CUPERTINO, CALIF.—OCTOBER 15, 2008— Chordiant Software, Inc. (Nasdaq: CHRD), the leading provider of Customer Experience (Cx™) software and services, today introduced a breakthrough Customer Experience Management solution, Chordiant Cx Visual Business Director (CxVBD). This revolutionary solution enables business users to simulate the millions of front-office decisions made in support of customer interactions during the course of business. Leveraging CxVBD’s highly intuitive 3D interface, the simulation can be used to test the impact of customer experience strategies on the bottom line enterprise-wide or in any part of the business. The performance and business implications of even the most complex multi-channel, multi-issue, inbound and outbound strategies can be assessed before they are instantly put into production. Once live, success levels can be monitored down to an individual agent (if in the call center) and changed in real-time to adapt immediately to market pressures or operational needs. CxVBD gives unprecedented visibility into and control over customer interaction and business performance across the enterprise.

“Chordiant’s CxVBD exploits the promise of decisioning more fully than anything else I have seen,” said James Taylor, author, co-founder of Smart (Enough) Systems LLC, and a leading authority on enterprise-based decisioning. “The product’s capabilities are well beyond the imagination of most in business today, yet users will immediately see the potential of the product. CxVBD has the power to usher in a new era of business management in which companies are able to measure and fine tune the impact of every customer-facing decision. Companies will gain real control over their customer relationships, customer satisfaction and consequently their bottom line.”

Built on top of Chordiant’s award-winning, patented Decision Management (CDM) solution, CxVBD enables the interactions a company has with its customers, including all decisions made during those interactions, to be efficiently stored for later simulation. During a simulation, the decisions can then be “replayed” and “fast forwarded” using different strategies to see the impact those changes would have had on the business. For example, changing the price or discount on a proposition would show what the effect would be on other propositions, the overall effect on a customer segment, on channel load and resources, the bottom line effect on revenues, retention, profit, volumes, inventory levels, customer satisfaction, risk, etc. Changing multiple parameters for multiple propositions at once, in any or all channels or customer segments, will provide an ever expanding view of the business implications.

CxVBD can give business owners complete command and control over customer interactions with a real-time eye on metrics for productivity, profitability, customer satisfaction, retention, or any other key business measure. For example, Customer Segment and Call Center Managers can get an overview of how customer interactions are progressing as they happen with instant visualizations of the overall operational and business impact of each proposition; or they can drill down into individual agent performance. Customer Experience or Marketing Managers can get an instant read on the opportunity costs and trade-offs associated with boosting branding campaigns or different product promotions.

“Make no mistake, Chordiant Visual Business Director is not just a dashboard for your business, it is a cockpit that offers company management fingertip control and a rewind button for trial and error exercises,” said Rob Walker, vice president Decisioning and Marketing Solutions, Chordiant Software. “Our customers are simply amazed when we show them CxVBD’s visualization, simulation, and control capabilities. The customer experience and the impact of marketing have never been as measurable or controllable as they are now. CxVBD can change the way a business does business.”

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

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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