Contact Center Solutions Featured Article

Chordiant Software, a provider of customer experience software and services, has announced that Vodafone, an international mobile communications company, has selected Chordiant Decision Management and Chordiant Recommendation Advisor in order to enhance the customer experience across all channels, from contact centers and retail stores to Web and mobile channels.

With Chordiant Decision Management, Vodafone will gain a proven method to make the most of every customer interaction whether it is in the store or by phone. Vodafone will also acquire the flexibility to generate the offers that will ensure that the need of customers and the business are met at the same time.

The Chordiant Recommendation Advisor will provide the ability to deliver relevant and personalized offers that can be developed, based on a customer’s past behavior.

These offers can be created in real-time to deliver greater value for the customer. In certain countries, the software may be combined with Chordiant Marketing Director to support the development of targeted marketing campaigns.

Paul de Laat, Global Director of Customer Value Management, Vodafone, said in a statement, "We selected Chordiant for its proven technology to deliver individual real-time offers for thousands of customer care agents or retail staff simultaneously. We believe that this will make a real difference to the value we can bring to each of our customers."

"Chordiant is thrilled to be selected by Vodafone, and we look forward to helping them optimize and drive their critical customer interactions," says Steven R. Springsteel, chairman, president, and CEO of Chordiant, in a company statement.

 

"Leading mobile companies such as Vodafone deal with some of the highest volumes of customer service interactions, all of which must be individually managed. The Chordiant solutions will help to enhance efficiency and relevance, all of which can help to increase customer satisfaction, further enrich the customer experience, and help increase customer loyalty."

Chordiant’s software offerings are designed to meet the growing challenges of high-volume customer service operations where it is crucial to deliver tailored and profitable customer interactions. These businesses service hundreds of thousands of customer accounts, offer hundreds of product lines and bundles across multiple business units.

As a vast majority of companies enters the realm of multi-channel customer interactions, the demand for streamlining and integrating these channels continues to grow. Vodafone has recognized the value of turning to the Chordiant solutions in order to enhance the customer experience across all channels. This is essential if the company hopes to achieve differentiation and protect the customer base.

 

 

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