Magazine article American Banker

Chordiant Meets Customer Data System Sales Goal

Magazine article American Banker

Chordiant Meets Customer Data System Sales Goal

Article excerpt

Last year Chordiant Software Inc. of Palo Alto, Calif., set a one-year goal for its new customer service software: six customers.

The company says it achieved that with time to spare.

Chordiant branched out last May into off-the-shelf, call-center software tailored to particular industries-banking and financial services, telecommunications, and integrated travel. At the same time, it changed its name from J. Frank Consulting.

Its flagship product, CCS (Customer Communications Solution), lets customers complete any transaction with just one call. The contact can be by telephone, fax, e-mail, the World Wide Web, or stand-alone kiosks. The software gathers information in real time and lets a service provider see a customer's entire relationship using the account number.

One of the biggest East Coast banks is in preproduction with CCS, Chordiant said. In February the telecommunications company MCI announced it was using Chordiant customer interaction tools in call centers.

Toronto-based Canadian Tire Acceptance Ltd., the financial services division of one of the largest retailers in Canada, is a customer for which Chordiant's CCS supports 800 customer service representatives in 12 centers.

Thomas Cook, the U.K. currency bureau, is set to become the first European customer of the call-center application, which will be installed by MCI Systemhouse and Chordiant late this year.

Other customers are Carlson Wagonlit, a travel company, and PageNet, a communications and paging services company. …

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