Chordiant Software Introduces Chordiant Customer Communications Solution 1.4.

DALLAS--(BUSINESS WIRE)--Feb. 2, 1998--

Realtime Consumer Interaction System Offers Fast, Personalized

Service Via Phone, Web, Fax, or E-mail

Chordiant Software announced today at Call Center '98 that the latest version of its customer-interaction application, which lets large companies provide realtime, personalized, one-to-one customer service, is now shipping.

The application, Chordiant Customer Communications Solution (CCS)(TM) 1.4, allows large, consumer-based companies to create an environment that enhances sales growth, customer satisfaction, and customer access, to multiple areas of their organization, by letting customers easily conduct business with any part of the company.

With CCS 1.4, businesses can tailor each response to fit the customer's specific product interest and follow the company's policies and procedures. The result is personalized service for each customer who emails, calls, or posts any type of sales, information, or service request. Through a unique, integrated system, Chordiant CCS automatically delivers to the customer service agent, in realtime, all of the relationship information and processes needed to personalize each transaction.

One of the first users of the system is Canadian Tire Acceptance Limited, the financial services division of Canada's leading hardgoods retailer. Canadian Tire, has more than 34,000 employees, and administers its own credit card accounts as well as offering a variety of financial products to its members through its diversified financial services division. Chordiant CCS will support 800 customer service representatives (CSRs) across 12 customer service centers as the backbone of CTAL's effort to provide "world class" customer care.

"We looked at a lot of different products when we did our evaluation and we really found that Chordiant was in a class of its own," said Mary Turner, vice president of customer services at CTAL. "The Chordiant CCS solution allows us to address one of our key business issues, which is the satisfaction and retention of our customers," Turner added.

Chordiant CCS 1.4 provides unique application functionality for targeted cross-selling efforts by dynamically profiling customer requests, account history, and complementary product profiles. The system automates business tasks, from customer inquiry through fulfillment, to improve service levels, allowing more time for proactive communication. As a result, it transforms a call center into an Enterprise Business Center, where customer relationships become much more lifelike, realistic, and animated, with the consumer as the center of the business.

"With customers demanding more personalized service from the companies they deal with, it was plain to us that existing products and technologies couldn't handle those demands," said Carol Realini, president and CEO of Chordiant Software. "With CCS, we've developed a solution that addresses those issues while making it easy for companies who use it to customize it even further to give their customers the best-possible service." -0-

Chordiant CCS 1.4 Product Overview

The system's key elements include:

--   Four tailored "role-based" applications for use by consumers,
     customer service representatives, business analysts, and managers
     of service, sales or operations.

--   A "reference application," with a detailed pre-built set of
     common business processes, for management, operations, customer
     service, and self-service applications. This customizable set
     supports the most-frequently needed tasks, -- account inquiries;
     opening new accounts, modifying accounts; order and payment
     processing; billing; shipment; and many others.

--   Hundreds of classes and subclasses of business objects deliver
     common business processes and tailored workflows that meet the
     specific application requirements of consumer-based companies,
     allowing for market, service, and competitive differentiation.

--   A visual, object-oriented workflow editor, designed for business
     analysts, introduces new processes, products, or services in a
     fraction of the time of competing systems that require
     traditional programming, such as scripting and forms-based
     procedures.

--   An integrated delivery model, used by systems integrators and
     corporate developers, that reduces time-to-deployment by as much
     as 75%, compared to custom applications development.

--   A modular design that allows phased implementations, and roll-out
     of the system within one or more call centers and branch
     locations, and across self-serve systems, such as voice response
     units, Web sites, email servers and retail kiosks.

--   Support for an expanded set of customer touch points, including
     the use of Java-based thin clients and Network Computers.

Role-based Applications

     Unlike many functional applications, such as help desk or field
service software programs, Chordiant CCS supports multiple customer
interactions through a single system. Each application includes the
knowledge and capabilities to provide consistent, high-quality
customer interactions, proactive processes, and an effective,
controlled management environment.

--   Customer Service Representative (CSR) empowers agents to handle
     requests in all areas of a business. The CSR can operate in a
     multimedia environment, perform inbound or outbound telephone
     calls, and answer e-mail, fax or Web inquiries. A powerful
     desktop application delivers personalized interaction by
     accessing enterprise workflows -- customer and product scripts,
     business processes, and visual prompts that guide the CSR through
     even the most complex business process or cross-selling
     opportunity.

--   Business Management and Operational Management applications
     manage activities in the call center's design and operation.
     These include workflow control of specific business processes and
     extensive resource management capabilities, such as role and task
     assignment, bottleneck identification and correction, and call
     escalation. For example, Chordiant CCS can dynamically respond to
     variations in service levels. If the time required to fulfill a
     VIP customer's request exceeds a specified limit, Chordiant CCS
     can automatically escalate the problem to a supervisor. Service
     levels can be set for granular tasks as well, creating an
     Enterprise Business Center that is capable of serving multiple
     business units and removing customer barriers. These functions
     are fundamental in leveraging the call center to deliver
     Enterprise Business Center benefits, specially-enhanced customer
     satisfaction, and revenue generation.

--   Self service extends the application to operate on a consumer's
     desktop with its own user interfaces, while maintaining customer
     profiles, business policies, and processes used in the call
     center. Through either NT or an enterprise-class JavaBeans
     platform, the application provides callers with access to all
     major business functions, allow the callers to manage their
     relationship with the customer's company, performing activities
     as basic as modifying their name and address file, or as
     sophisticated as arranging stock transfers, ordering products
     with complex pre-requisites, or any of the company's most complex
     functions. With CCS, these activities may be performed via any
     electronic method: telephone, e-mail, Web, fax, and other future
     customer contact media.

-0- About Chordiant Software

Chordiant Software is the premier provider of next-generation customer interaction systems. Chordiant has established business alliances for customer deployment and integration with MCI Systemhouse and Aspect Telecommunications, and strategic partnerships with leading technology companies, including Oracle, and Sun Microsystems. Headquartered in Palo Alto, Calif., Chordiant maintains regional offices in Boston, Chicago, Dallas, Phoenix, and London. For more information, please call 1-888-CHORDIANT (1-888-246-7342) or visit the company's Web site at www.chordiant.com. -0-

See Chordiant CCS at Call Center '98 Dallas, Booth No. 215

Note to Editors: Chordiant, CCS-Customer Communications Solution, WSOP and Enterprise Business Center are trademarks of Chordiant Software, Inc. Affinity Alliance is a trademark of Aspect Telecommunications Corp. All other trademarks and servicemarks mentioned are the property of their respective holders. Sun, the Sun logo, Sun Microsystems, JavaSoft, The Network Is the Computer, Java Premium Support, Java Business Support, Java Enterprise Support, JavaBeans, 100% Pure Java, Java Developer Connection, Java Select Program, Java Financial Object Xchange, Catalyst, and Java are trademarks or registered trademarks of Sun Microsystems, Inc. in the United States and other countries.

CONTACT: Chordiant Software, Inc.

David Radoff, 650/493-2506 ext. 191

[e-mail]

or

UpStart Communications

Stephanie Bradley, 510/420-6676

[e-mail]