Chordiant to launch Java-based CRM

Chordiant Software has released details of a new version of its customer relationship management (CRM) software, which has been...

Chordiant Software has released details of a new version of its customer relationship management (CRM) software, which has been re-engineered with Java and XML.

Intended for business-to-consumer deployments, Chordiant 5 uses JX architecture - a combination of Java 2 Enterprise Edition (J2EE) and XML - to make deployment easier, company officials said.

The company calls the platform a dynamically driven CRM.

"What we mean by dynamically driven CRM is the ability to provide real-time, process-centric CRM across the enterprise," said Paul Burrin, senior vice-president of worldwide marketing at Chordiant.

"The first thing we do is to dynamically create a customer profile from different data sources, and we do that in real time," Burrin said. Business policies, such as whether a customer is a gold cardholder at a credit card company, for example, are then applied to the profile.

According to Chordiant, version 5 offers a process-centric rather than a data-centric customer view, enabling customer service representatives to condense information down to a couple of screens.

Chordiant 5's component architecture enables companies to build their own business processes rather than conforming to the business processes in other CRM applications, said Tom Richards, research director for CRM at Meridien Research.

"Chordiant gives you the components to assemble those business processes yourself," Richards said.

Usage of XML connectivity and J2EE standard objects enables quicker integration of Chordiant CRM applications, operational systems, and business processes. In addition to using J2EE and XML, SOAP is deployed for application communications.

Chordiant is using Java to a much greater degree than other CRM vendors, according to analyst William Zachmann, vice-president of the server infrastructure strategies group at Meta Group.

"You don't see a lot of [CRM vendors] that have really made a major commitment to the platform as a foundation for their applications," Zachmann said. Other CRM platforms mix in some Java with C or C++ code while Chordiant is built on Java, Zachmann said.

The Java code base will be attractive to some customers, although it may not offer any compelling business value in isolation, he said.

Specific applications in Chordiant 5 include the base Chordiant Enterprise Platform as well as the Chordiant 5 Marketing and Selling and Servicing applications. A typical deployment could cost up to $2m (£1.4m).

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