Co-Browsing Technology Will Be Embedded in Leading Global CRM Solution
CUPERTINO and SAN CARLOS, Calif., June 19, 2001 - Chordiant Software, Inc. (Nasdaq: CHRD), provider of the Unifying Customer Relationship Management (CRM) Solution, and Hipbone, Inc., the leading provider of collaborative browsing software, today announced an OEM relationship agreement under which Chordiant will extend its Foundation Server to permit customer service representatives (CSRs) to dynamically share Web pages and collaboratively fill out and complete forms with customers and prospects.
Hipbone’s live interactive solutions permit companies to deliver richer online sales and service experiences by enabling contact center personnel to co-browse with prospects and customers while communicating using VoIP, Internet call-back or text-chat.
Hipbone’s award-winning Java-based software, which will be embedded in Chordiant’s Collaborative Response application, will allow customer service representatives (CSRs) to be able to visually-assist online customers in completing business transactions related to complex, high-value, or high-touch products and services. These transactions include completing and submitting online loan applications, buying and selling securities online, completing travel arrangements, and configuring and ordering computers or enterprise software. Hipbone’s technology and Chordiant’s Collaborative Response application will provide complete support of secure sessions and web pages, sharing of fully dynamic and personalized content, URL and file push functionality.
The Chordiant-Hipbone announcement follows Chordiant’s recent disclosure of its JX Architecture ™, developed specifically to provide Global 1000 companies with the next generation of real-time CRM applications and designed for the most demanding enterprises serving millions of individual customers. The Chordiant JX Architecture provides native support for the Java™ 2 Enterprise Edition (J2EE™) and XML standards throughout the Chordiant Intelligent Customer Interaction Management (ICIM) platform. Chordiant expects to be the first CRM company to provide a complete, scalable, enterprise-class suite of JX-compatible business services and underlying platform, which include eMarketing, eService, knowledge, fulfillment and eSelling functionality.
With its complete support for J2EE and XML across the Chordiant ICIM platform, Chordiant’s customers can take full advantage of their current investment in complimentary J2EE application servers and XML data connectivity, and leverage readily available IT and consulting resources when implementing the new JX Architecture capabilities.
“Hipbone has a proven offering that will deliver against the extreme expectations of our client base – and Hipbone’s entirely Java-based software fits perfectly in our new JX Architecture,” said Sam Spadafora, Chordiant Software chairman and CEO. “Our clients tend to push the envelope in all aspects of their CRM deployments, from the complexity of products or services being sold and supported online to the sheer magnitude of their contact center operations. Hipbone was the only company that met our requirements for breadth of Web technologies supported, ease-of-use, security and scalability. Embedding Hipbone’s offering into Chordiant’s extreme CRM solution allows us to enhance our value proposition of continuously improving intelligent customer interactions while reducing agent costs.”
Heavily represented by the financial services, telecommunications and travel industry sectors, Chordiant’s clients typically have more challenging environments for eSales and eSupport due to the complexity of decisions involved in completing a purchase and the higher average monetary value of such transactions. In these eBusiness environments, the availability of an online agent to review the components of an order or consult with a customer on an optimal itinerary can prevent a customer from abandoning a shopping cart representing thousands of dollars in revenue.
“Chordiant’s installed base portfolio clearly demonstrates the magnitude of their market and technological presence in Intelligent Customer Interaction,” said Michael Sayer, president and CEO of Hipbone. “In a challenging economy, it becomes even more critical to retain your existing customer base and expand revenue per customer through improved service levels and cross-sell/up-sell capabilities. Chordiant increasingly empowers its Global 1000 customers through continuous innovation in online customer care.”
About Hipbone
Incorporated in 1998, Hipbone is the leading provider of real-time Web interaction services for online sales and support. Hipbone enables contact center personnel, such as customer service and telesales representatives, to quickly and securely link browsers with customers to jointly co-navigate the Web.
Using Hipbone’s co-browsing solutions, e-businesses and their customers can simultaneously view pages, jointly complete online forms and applications, or co-navigate complex purchase transactions. Hipbone ensures lowered abandonment rates, reduced call times, higher agent productivity, and increased customer satisfaction and loyalty throughout the entire online purchasing experience.
Hipbone is the recipient of several industry awards, including the 2001 Frost & Sullivan Market Engineering Entrepreneurial Company Award for the Call Center Marketplace. Hipbone is a privately held corporation headquartered in San Carlos, Calif. with European sales operations in Chertsey, U.K. For more information on Hipbone, visit the company`s website at www.hipbone.com.
About Chordiant Software, Inc.
Chordiant Software (www.chordiant.com) delivers a Unifying Customer Relationship Management (CRM) Solution based on Chordiant’s branded platform strategy, the Intelligent Customer Interaction Management (ICIM) platform. Chordiant’s ICIM platform provides highly scalable building blocks for developing and integrating flexible CRM solutions into customers’ existing enterprise-wide systems.
No matter how consumers choose to communicate with the enterprise—through branch locations, Web, e-mail, telephone or wireless access—the Chordiant Unified CRM Solution provides a real-time, single view of each customer and a consistent, personalized process for every interaction. It includes a comprehensive business process engine, which allows companies to implement best business practices across multiple touchpoints. As a result of Chordiant’s sophisticated Marketing Automation Business Services, marketers can maximize their ROI through the creation, execution and refinement of sophisticated direct marketing initiatives that span both traditional and online channels. Chordiant empowers high-value contacts designed to retain customers, grow revenue and drive profits during every contact.
Headquartered in Cupertino, Calif., and London, Chordiant maintains regional offices in Boston; Chicago; Dallas; Manchester, New Hampshire; New York; Brentford, UK; Amsterdam; Paris; Munich; Sydney and Melbourne.
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Note: Hipbone is a trademark of Hipbone, Inc. Chordiant and the Chordiant logo are registered trademarks and JX Architecture and Marketing Mission Control are trademarks and/or registered trademarks of Chordiant Software, Inc. All other trademarks and registered trademarks are the properties of their respective owners.
For more information, contact:
James Strohecker
Chordiant Software, Inc.
(408) 517-6191
james.strohecker@chordiant.com
Colleen Cavanaugh
The Hoffman Agency
(408) 286-2611
Ccavanaugh@hoffman.com
Neil Morgan
Chordiant Software, Inc.
+44 (0) 20 7382
neil.morgan@chordiant.com
Jo Begbie/Jennie Pearce
Brodeur Worldwide
+ 44 (0) 1753 79
jbegbie@uk.brodeur.com
Anne H. McVey
Hipbone, Inc.
(650) 598-4966
amcvey@hipbone.com
Andrea Mace
Satori Communications
(408) 260-1717
andrea@satoricommunications.com
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