Contact Center Solutions Featured Article

Orange, a France Telecom Group brand, has embarked on a project to improve customer retention and increase revenues. With this in mind, the company chosen a decision management solution from Chordiant.

 

The solution provide Orange with an enterprise marketing system capable of optimizing customer interactions in all customer-facing channels.

 

Chordiant’s solution assesses everything known and said by each customer in current and previous interactions and recommend the next-best-action to be taken, either as highly personalized advice to an agent, or through the dynamic selection, customization, and appropriate placement of offers in a self-service channel.

 

The Chordiant real-time customer experience management solution is France Telecom’s choice for centralized decisioning and will be used to service all channels, from contact centers and retail stores, to Web and mobile channels. The solution is currently being rolled out to customer service teams in the United Kingdom and Romania.

 

“Customer retention is a business imperative for providers to stay on top in our industry,” said Annette Mitchell, Orange Director of Customer Experience Marketing, in a statement.

 

Mitchell continued: “Of course, the real trick is in keeping customers happy and loyal while ensuring the relationship is profitable. Chordiant enables us to do this by making sure that every customer interaction is highly individualized, taking into account the customer’s value to the company, their likely behaviors, needs and interests. The system looks at every piece of information we have on the customer, including any current interactions or conversations, and enables us to make decisions in real-time that are good for the business, while meeting the customer’s needs.”

 

“This is exciting as we believe it will greatly enhance our ability to deliver relevant, compelling offers and experiences to our customers,” said Alex Ford, Director, Consumer Base management, Orange U.K., in a statement  

 

Ford continued: “My group focuses on retention, cross-sell, up-sell, and making sure our customer base is well cared for in general. Chordiant will make this job significantly easier and more profitable for the company, as well as more satisfying for our employees on the front lines. Most importantly, we will now be able to deliver a consistency of experience which will have a profound impact on our relationship with our customers.”

 

“Orange is an extremely exciting win for Chordiant, as we believe our solutions deliver benefits to telecom that will raise the bar on service for the whole industry,” said Steven Springsteel, chairman, president, and CEO of Chordiant. “More and more large telcos realize that dealing with customer churn by addressing customer needs is becoming a critical differentiator. We are excited to contribute not only to helping Orange stay more competitive in the industry, but to helping consumers gain more of a voice in an industry that is a part of our daily lives.”

 

Chordiant helps 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.