Chordiant Software, Inc announced the availability of the Chordiant (News - Alert) Connector for IBM WebSphere Process Server (WPS), which is a new linkage capable of improving the process of managing customer conversations as a larger business process.

 

This connector plugs into Chordiant Enterprise Foundation version 6.4 and Call Center Advisor version 6.4. The new Connector transfers data to produce actions in the workflow within WPS. The Chordiant customer experience management solutions with IBM (News - Alert) WPS helps companies to seamlessly control live customer interaction management and also back-end enterprise wide process and work management.

 

Chordiant Enterprise Foundation version 6.4 offers a multi-channel, central platform which builds and executes customer experience management solutions. It includes interaction control, real-time connection to trusted record systems and thin client call center application.

 

Chordiant Call Center Advisor will provide a comprehensive, role-based view of the customer to agents at the point of interaction besides offering a real-time, multi-product profile and complete multi-channel interaction history. This kind of intelligence improves first-call resolution and also helps cross-selling of new products and services.

 

Call center and retail agents will now be able to initiate and manage long running processes when the customer conversation is taking place without switching desktop applications.

 

IBM WPS takes care of enterprise workflows continuously for months. The capabilities of this and the Chordiant Enterprise Foundation 6.4 environment enable IBM and Chordiant customers to achieve end-to-end management of processes and interactions to enhance customer experience.

 

“The integration of WebSphere Process Server with Chordiant customer experience management will benefit our customers looking to increase customer loyalty during these challenging economic times,” said Craig Hayman, Vice President of IBM WebSphere. “This further enhancement of our partnership with Chordiant combines our business process management and Chordiant’s role based customer views which are critical to enabling a seamless customer experience.”

 

Shari Zedeck, Vice President, Product Management, Chordiant pointed out that for ensuring a good customer experience agents at the point of interaction must be able to address the customer’s requirements irrespective of the steps and processes involved. Chordiant’s patented desktop application manages the customer interaction and IBM’s workflow engine manages back-end processes allowing companies to deliver a responsive and enhanced customer experience.