Direct Line beefs up Chordiant commitment

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Insurance firm Direct Line Group is extending its use of Chordiant,CRM and migrating over to Chordiant’s J2EE/XML (JX) architecture.

The implementation, which went live in summer last year, currently supports 1,700 user seats across contact centres in Croydon, Manchester and Birmingham and deals with the car insurance and claims operation of Direct Line Group. Eventually the project should scale to well over 4000 user seats making it one of the largest implementations of its kind.

Chordiant’s JX architecture, based on J2EE and XML standards was announced last year and is the basis of the new Chordiant 5 product suite. Direct Line Group said it has chosen to migrate over to the new architecture in a drive toward open standards, flexibility and scalability.

“The implementation has met our strategic objectives and this is reflected in our decision to adopt the Chordiant JX architecture,” said Richard Beal, Group IT Director, Direct Line Group. “As a phone and Web-based operation we rely upon the effectiveness of our contact centres at providing a positive customer experience. We expect the JX architecture to provide us with the means to communicate consistently with each customer as an individual no matter the channel.”

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