OpenConnect Systems, Coradiant Partner to Improve Customer Service
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Joint Solution Uncovers Root Causes of Customer Defection
DALLAS, Nov. 7 - OpenConnect announced today that it will partner with Coradiant to deliver comprehensive analytics on the processes that impact customer retention. OpenConnect, a supplier of industry leading software designed to automatically discover business process inefficiencies, and Coradiant, the leading supplier of equipment used to analyze web performance from the user perspective, will provide organizations with unprecedented visibility into the customer experience across all channels of interaction.
Today's businesses rely on many forms of interaction with its customers, partners and employees. For example, in the banking industry, customers may access their accounts through an ATM on the street, at a branch through a teller, from the Web on their home computer or even with a customer representative over the phone. Poor customer service at best leads to driving the customer to an alternate channel, at worst customer attrition. Understanding customer service issues requires a solution that spans all customer interaction points, and provides a single view of the processes, issues and challenges customers are facing.
Available immediately, the combination of OpenConnect and Coradiant's rich web information on user service levels, provides the first solution that gives enterprises a complete analytical view of a customers' interaction with the organization. So rather than guessing where customers are experiencing problems with the company's services via the web, branch or call center, organizations can find specific process inefficiencies to determine the root cause of customer defections.
Using the banking example from above, organizations can see that a specific segment of customers are abandoning the self service web application and resorting to calling customer representatives. Analysis of the customer's interactions on the web and call center reveals specific deficiencies in the self service application and banking service that are creating confusion. Using this detailed, quantified data, the business can quickly decide to make changes that will alleviate customer distress, reduce the volume of calls to the centers, and retain more customers.
"Coradiant adds an extra level of detection and analysis to business process discovery that helps organizations prioritize where to make adjustments for overall business improvement," said Ed Peters, CEO of OpenConnect. "By understanding the root cause of customer dissatisfaction, businesses can determine what changes are necessary - from all perspectives, including people, technology or processes - to improve the experience and increase repeat business."
Coradiant is excited about the opportunity to provide the end user web data that complements OpenConnect's leading cross domain offering," said Mike Chuli, President/COO of Coradiant. "The combined solution from OpenConnect and Coradiant provides the market with a cross system analytics and visualization approach not previously available."
About OpenConnect
OpenConnect has created the first software designed to automatically discover the business process inefficiencies that hinder operational growth. Using patent-pending process analytics, OpenConnect provides businesses with continuous, real-time views of the activities and variations that affect day-to-day operations. Armed with this information, executives can make the quick, incremental improvements that will increase process efficiency, improve employee productivity and raise profitability. With a rich history of developing innovative technology, OpenConnect's products are distributed in more than 60 countries and used by more than 60 percent of Fortune 100 companies. For more information on OpenConnect, visit http://www.oc.com/.
About Coradiant
Coradiant is the leading provider of equipment used to manage, optimize and troubleshoot web applications. Coradiant's award-winning TrueSight(TM) products use customer metrics gathered from each web user visit as their primary data source to support decision making. Coradiant products are deployed in hundreds of leading Fortune 500 companies including Software-as-a-Service (SaaS), e-commerce, entertainment, finance, insurance, healthcare, and education. Learn more about Coradiant at http://www.coradiant.com/.
Source: OpenConnect
CONTACT:
Jennifer Lake
LOIS PAUL & PARTNERS
+1-512-638-5313
jennifer_lake@lpp.com
Web site: http://www.coradiant.com/
http://www.oc.com/
