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Chordiant Software and Witness Systems Partner to Enhance Customer Interactions and Optimize Performance- eCRM and performance analysis solutions to build customer loyalty in Internet-enabled call centers -CUPERTINO, Calif. and ATLANTA (September 28, 2000) - Chordiant Software, Inc. (NASDAQ: CHRD), a leading provider of electronic customer relationship management (eCRM) infrastructure software, and Witness Systems, Inc. (NASDAQ: WITS), a leading provider of multimedia customer interaction recording, analysis and e-learning software, today announced a technology partnership that allows for integration of the two companies’ solutions, as well as co-marketing activities.For Global 2,000 companies with custom business environments that require robust functionality, Witness Systems will integrate its eQuality performance optimization software with Chordiant’s eCRM infrastructure software. The integrated solution will allow joint customers to strengthen their CRM initiatives; help ensure consistent, quality service across multiple customer access channels; and enhance customer loyalty. To that end, Chordiant’s unified multi-channel eCRM infrastructure provides a single view of customers and the business practices used to service them. The solution is designed to meet the unique needs of companies with specialized CRM requirements - such as those with large and diverse customer pools, extensive product offerings and complex business processes. To gauge consistency and quality of service, Witness Systems’ eQuality suite of multimedia solutions records and analyzes key customer contacts across a variety of touch points - including the telephone, e-mail and Web chat - in an effort to optimize performance and ensure continuous world-class sales and service experiences. Just as Chordiant’s underlying workflow engine enables companies to define their own business processes and policies based on individual customer preferences, Witness Systems offers compatible functionality through its Business-Driven Recording methodology to inspect and analyze the quality of those customer interactions. Once integrated, Witness Systems’ suite will capture key customer contacts based on user-defined “business rules” that trigger recording from prioritized qualities defined within Chordiant’s eCRM infrastructure. By recording and evaluating customer sales/service representatives’ (CSRs) performance, companies can gain valuable insight into how customers want to be communicated with and how effective they are in doing so. In addition, contact center management can quickly identify training and development areas for CSRs, make adjustments to existing business processes, and ensure technology resources are used to their fullest potential. “Using Chordiant and Witness Systems’ technologies, businesses are able to receive the best possible service and a thorough understanding of the communications taking place between their agents and customers at any time and through any medium,” said Sam Spadafora, CEO of Chordiant. “This partnership will allow companies to maximize their agents’ performance and monitor key interactions - both of which help provide enhanced customer service and revenue opportunities.” “Building customer loyalty is an ongoing process impacted by each and every interaction a customer has with a company’s contact center. This elevates the need for management to continually monitor and analyze the quality of service that they are delivering,” said Dave Gould, president and CEO of Witness Systems. “By focusing on service through a combination of Chordiant’s eCRM and our performance analysis capabilities, forward-thinking companies can enhance quality, performance, profitability and loyalty - one customer at a time.” About Witness Systems Inc. Witness Systems, Inc. (NASDAQ: WITS) is a leading provider of recording, analysis and electronic learning management software that enables companies to enhance their customer interactions across multiple communications media. Its eQuality suite of products is designed to further extend the ability to record, evaluate and analyze complete customer contact based on user-defined business rules. Witness Systems’ software is deployed by contact center managers as a training tool to improve the performance of agents and as an evaluation tool to gauge business process effectiveness - all in an effort to help companies deliver world-class service. Witness Systems has installed its products in a multitude of industries worldwide, including automotive, financial services, healthcare, hospitality, insurance, outsourcing, publishing, retail, telecommunications, travel and utilities. Witness Systems’ news, product and service information is available on the World Wide Web at www.witness.com or by calling 770.754.1900. About Chordiant Software, Inc. Chordiant delivers integrated, multi-channel eBusiness software, which enables consumer companies to implement best business practices over the Web, via e-mail and mobile devices, through call centers, or in branches. It includes built-in support for voice, data and Internet integration, as well as a comprehensive workflow engine. Chordiant empowers high-value contacts designed to consistently retain customers, grow revenue and drive profits during every contact. The Chordiant system has been selected by several of the world’s leading consumer companies, including Thomas Cook Global Services, Barclays Mercantile, Direct Line, General Motors, First USA Bank, and Bank One International. Headquartered in Cupertino, California, Chordiant maintains regional offices in Chicago, Dallas, New York, and London, Amsterdam and Munich. The company’s Web site can be found at www.chordiant.com. This press release includes forward-looking statements that are subject to risks, uncertainties and other factors that could cause actual results to differ materially from those referred to in the forward-looking statements. Such factors include, but are not limited to, risks related to customer and market acceptance of our product, deployment delays or errors associated with these products, hardware platform incompatibilities, reliance on a limited number of customers for a majority of revenue, need to maintain and enhance certain business relationships with application integrators and other parties, ability to manage growth, activities by Chordiant Software, Inc., Witness Systems, Inc. and others regarding protection of proprietary information, release of competitive products and other actions by competitors, and economic downturns in either domestic or international markets. These forward-looking statements are generally identified by words such as “expect,” “anticipate,” “intend,” “believe,” “hope,” “assume,” “estimate,” “plan” and other similar words and expressions. A discussion of certain Witness Systems risks that may cause actual results to differ from these forward-looking statements can be found on Witness Systems’ Form 10-K filed on March 24, 2000 with the Securities and Exchange Commission. Witness Systems and eQuality are trademarks of Witness Systems, Inc. Chordiant and the Chordiant logo are registered trademarks of Chordiant Software, Inc. Chordiant, CCS-Customer Communications Solution, and One Click, One Call, One Customer are trademarks of Chordiant Software, Inc. All other trademarks and servicemarks mentioned are property of their respective holders. © 2000 Chordiant Software, Inc. All Rights Reserved. Editorial Contact: Tom Walsh Marenghi Public Relations 781-915-5000 x5021 twalsh@marenghi.com top of page |
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