SOURCE: Chordiant Software

March 08, 2006 08:45 ET

Chordiant to Optimize Customer Experience Management at AOL

Chordiant Cx™ Solutions Allow Tailor-Made Services for More Personalized Customer Interactions

CUPERTINO, CA -- (MARKET WIRE) -- March 8, 2006 -- Chordiant Software, Inc. (NASDAQ: CHRD), the leading provider of Customer Experience (Cx™) software and services, today announced AOL Germany has chosen to use Chordiant's solution to address customers in a more targeted fashion, to successfully manage marketing activities and to strengthen its sales division. In view of AOL's diverse and comprehensive service offerings with its various communication tools, DSL packages, exclusive entertainment content and Internet telephony, finding the best possible product combination for each individual customer is paramount. Chordiant's software enables users to generate complex, multi-level campaigns to target customers through any combination or sequence of communication channels including direct mail, call center, e-mail, the Internet, SMS or MMS.

"We are thrilled to be working with AOL to help the company market its highly respected brand to its global customer base in the most effective way possible," said Rob Mullen, President of Worldwide Field Operations at Chordiant. "Using our enterprise campaign management tools and innovative decision management platform, AOL can tailor unique marketing strategies that generate positive results and deliver exceptional customer experiences."

Matthias Quadflieg, Vice President of Marketing & Sales at AOL Germany, explained his decision for Chordiant as follows: "With the Chordiant solution, AOL will be able to customize its advertising activities for much more narrowly defined target groups than in the past. We expect this to result in efficiency gains and higher sign-up rates for additional products. As a result, strategic marketing campaigns will not be directed just at new clients but will also target existing customers. We must address each individual customer at the right time through the most appropriate channel of communication. In doing so, our message should reflect his or her individual wishes and needs. This will increase customer satisfaction and improve sales opportunities for the company."

One key aspect for successful marketing campaigns and targeted sales activities is to approach customers in a consistent manner across all channels. To achieve such consistency, the entire customer relations history including all contacts and customer feedback is stored in the system. Once an offer is submitted, it will be available across all channels of communication. Based on this approach, the system learns more and more about the customer and uses this information to enhance the success when addressing customers in the future.

"For us, successful customer retention and a modern sales strategy also include the optimal use of so-called inbound marketing. If a customer contacts a company of his own accord, this provides an ideal opportunity to present him with new offers. The campaign management solution by Chordiant can be efficiently integrated into the existing infrastructure, so that customized offers can be presented via the inbound channels of call center and Web even for very narrowly defined target groups," said Fred Türling, director of Business Intelligence at AOL.

"Using the latest information such as the reason for calling, the customer's mood and his or her contract history, the Chordiant solution will generate a matching cross-selling or up-selling offer in real time. As a result, AOL's customer service staff can quickly and creatively address the customer's request and submit an offer that is both interesting for the customer and profitable for AOL."

About Chordiant Software, Inc.

Chordiant solutions and services help major enterprises around the world deliver the best possible customer experience. Unlike traditional business applications, Chordiant Customer Experience (Cx) solutions blend insight with agile business strategies and decisions to uniquely understand the customer's behavior. This deeper understanding develops a lasting, one-to-one relationship that aligns the most appropriate value proposition to each consumer. With Chordiant Cx solutions, customer loyalty, operational productivity and profitability reach unprecedented levels of return. For more information, visit Chordiant at

Safe Harbor Statement

This news release includes "forward-looking statements" that are subject to risks, uncertainties and other factors that could cause actual results or outcomes to differ materially from those contemplated by the forward-looking statements. Forward-looking statements in this release are generally identified by words, such as "believes," "anticipates," "plans," "expects," "will," "would," "guidance," "projects" and similar expressions which are intended to identify forward-looking statements. There are a number of important factors that could cause the results of Chordiant to differ materially from those indicated by these forward-looking statements. Other risks relating to Chordiant's products are detailed under "Risk Factors" in Chordiant's Annual Report on Form 10-K for the fiscal year ended September 30, 2005, and Chordiant's Quarterly Report on Form 10-Q for the fiscal quarter ended December 31, 2005, each as filed with the Securities and Exchange Commission. These filings are available on a Web site maintained by the Securities and Exchange Commission at Chordiant does not undertake an obligation to update forward-looking or other statements in this release.

Chordiant and the Chordiant logo are registered trademarks of Chordiant Software, Inc. The Customer Experience Company and Cx are trademarks of Chordiant Software, Inc. All other trademarks and registered trademarks are the properties of their respective owners.

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