Chordiant Software (Nasdaq: CHRD), the leading provider of Customer Experience (Cx) software, and Adeptra Inc., the world's top provider of automated contact and resolution services for consumer credit and risk management, today announced a partnership to integrate Adeptra's auto-resolution technology with Chordiant's award-winning Customer Experience (Cx) 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 organisations 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-Action 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 TowerGroupp 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 optimisation 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 organisation.
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 organisations 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 customised and personalised messaging at the point of interaction with a customer has proven to be highly productive in the credit and risk management arena", said Lou Venesia, 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 APM technology with Chordiant's Customer Experience (Cx) software changes the game."