PCs now run a Java front end to the Chordiant application on each rep's desktop. IVR system prompts customer for account number and general need. The PBX routes the call to the rep. CCS provides a customer and contact profile that supports standard inquiries and lets the rep quickly determine the state of the customer relationship. Customer-specific retention offers are included to maximize customer profitability.
Customer feedback is captured and retained.
CCS stores all the information about the call in the customer contact profile. Now, instead of worrying about systems and processes, reps have a consolidated view of all customer information, plus the resources to address any customer questions or requests. Individual scripts and action steps are automatically identified for CTAL's 200 different call scenarios. The customer service, marketing, and finance departments now have the customer behavior data to drive new programs like satisfaction surveys, product profitability, customer management, and rep performance management. Customer feedback on products, programs, and retention efforts is available for continuous improvement of CTAL products, services, and customer personalization.