IP Communications

Chordiant (News - Alert) Software, a provider of Customer Experience (Cx) software and services, and IBM have announced an extended partnership formed to deliver Service Oriented Architecture (SOA)-based solutions to help global brands with high-volumes of customer interactions to better meet consumer needs and improve customer relationships.

 

Chordiant and IBM (News - Alert) have expanded their alliance for another five years with a particular focus on global healthcare, communications, and insurance markets. Since their partnership began, the two companies have completed significant implementations with leading global brands across North America and Europe.

These implementations have included German health insurance provider DAK, which recently launched its ProDAK initiative to realign the organization around a strong customer focus. This launch has enabled the company to optimize customer service and saved costs while also improving the customer experience for its members. 

 

IBM and Chordiant also assisted ING Bank Slaski with its efforts to improve its front-office capabilities. To do so, the bank selected Chordiant Decision Management software. This implementation helped to improve customer services, response and offers based on individual customer needs in real-time. IBM Global Business Services helped deploy the solution.

 

“Businesses globally are spending considerable time and resources on new customer experience initiatives to improve relationships and help drive organic growth,” said Mark Hanny, vice president of global ISV alliances, IBM, in a Tuesday statement. “IBM’s strength in hardware, software, and services combines perfectly with Chordiant’s expertise in decision-based front-office solutions for our chosen verticals.”

 

Chordiant and IBM’s SOA solutions are based on Chordiant’s advanced decision management solutions and multi-channel SOA platform, as well as IBM WebSphere, DB2, Rational, and Lotus software, IBM hardware including System x and Power Systems servers, and systems integration expertise from IBM Global Business Services.

 

These software offerings provide clients with a single comprehensive view of their customer interactions across any number of call center agents or channels; enterprise-scale case management to deliver consistent customer response and tracking across all channels in an organization; improved control over customer retention; an improved ability to maximize sales opportunities with seamless cross-selling; and reduced customer interface costs.

The agreement also provides that Chordiant will tap the worldwide network of nearly 40 IBM Innovation Centers in new and emerging markets such as Asia and Eastern Europe to work side by side with IBM sales, marketing, technical experts and engineers to fine-tine skills and solutions.

  

“Our partnership with IBM gives us the global reach and deployment resources we need to complete large-scale projects, such as ING Poland, successfully,” said Steven R. Springsteel, chairman, president and CEO of Chordiant Software, in Tuesday’s statement.

 

“It’s a partnership that complements our strengths perfectly. As global brands continue to seek out ways to upgrade the management of their complex, multi-channel customer interactions, we look forward to continuing to partner with IBM to solve these real-world problems together.”

 

Companies that are competing in global industries are finding the competitive nature of their markets intensifying, demanding that they take another look at customer acquisition, care and retention to ensure long-term sustainability and growth.

 

Chordiant and IBM both understand the challenges that these businesses face everyday, as well as the opportunities that are presented in the market because of these challenges. The partnership between these two companies is expected to not only better position each one in the market, but to also provide customers with more powerful solutions in customer care.