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Contact Center Solutions Analysis Featured Article
August 28, 2009
BMW Financial Services to Partner with Chordiant's Cx Solution
By Anil Sharma, TMCnet ContributorBMW Financial Services, a a subsidiary of BMW AG, will partner with Chordiant’s Customer Experience Decision Management solution and predictive modeling capability to improve its management and treatment of delinquent accounts.
BMW Group Financial Services offers a wide range of leasing, retail and commercial financing and banking products tailored to meet the needs of the BMW customer. The group also provides financing to BMW dealers for expanding dealership capabilities and enhancing overall operations.
BMW Financial Services will leverage the Chordiant (News - Alert) solution to drive better risk and behavioral based actions to resolve account defaults and improve customer interactions.
Chordiant Software officials said that the company’s Cx Decision Management is comprised of a suite of predictive decisioning applications.
With Chordiant decisioning, officials said, companies can become more responsive to customer needs and more agile in the face of market pressures by delivering consistent, next-best-action driven conversations across all channels that can simultaneously improve customer satisfaction and the bottom line.
“Reducing credit losses while preserving a strong customer base is more important than ever, and how a company effectively manages its treatment resources and customer touch points on the collections side during a recession can dramatically affect how customers respond to the company during the recovery,” said Rob Walker, vice president, strategy & innovation of Chordiant Software.
Walker said that through industry leading decisioning technology, Chordiant allows companies to automatically weigh overall customer risk and payment history before recommending a uniquely personalized collections approach to ensure the optimal treatment of the customers.
Back in May Chordiant Software had announced general availability of the Chordiant Connector for IBM (News - Alert) WebSphere Process Server (WPS), a new linkage intended to help customers improve the process of managing customer conversations as a larger business process.
The Connector plugs into Chordiant Enterprise Foundation version 6.4 and Call Center Advisor version 6.4.
The new Connector provides functionality and transfers data to evoke actions in workflow within WPS. The combination of Chordiant customer experience management solutions with IBM WPS will enable companies to seamlessly orchestrate live customer interaction management and back-end enterprise wide process and work management.
This will allow call center and retail agents to initiate and manage long running processes during a customer conversation without switching desktop applications.
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Anil Sharma is a contributing editor for TMCnet. To read more of Anil’s articles, please visit his columnist page.
Edited by Tim Gray