Chordiant Software, a provider of customer experience software and services, has launched Chordiant Connector for IBM WebSphere Process Server, a new linkage intended to help customers improve the process of managing customer conversations as a larger business process.
Chordiant Software said that the Connector plugs into Chordiant Enterprise Foundation version 6.4 and Call Center Advisor version 6.4. The new Connector provides functionality and transfers data to evoke actions in workflow within WebSphere Process Server (WPS).
The combination of Chordiant customer experience management systems with IBM WPS will enable companies to orchestrate live customer interaction management and back-end enterprise wide process and work management. This will allow call center and retail agents to initiate and manage long running processes during a customer conversation without switching desktop applications, added Chordiant Software.
At the point of interaction, Chordiant Call Center Advisor provides agents with a view of the customer, including a real-time, multi-product profile and complete multi-channel interaction history.
By connecting these capabilities with the Chordiant Enterprise Foundation 6.4 environment, Chordiant and IBM customers can achieve management of processes and interactions, improving the customer experience, according to Chordiant Software.
Craig Hayman, vice president of IBM Websphere, said: 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. 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.