Chordiant 5 Delivers Consistent Sub-Second Response Time in 20,000 User Contact Center Performance T

The results demonstrate that Chordiant 5 can deliver consistent sub-second performance effectively using the web and application tiers, along with real-time data access to multiple legacy data sources. Performance was tested for the complete round-trip, from the initial browser-based interaction, through the web-server tier, the application server, to the data tier and back to the browser. Chordiant tested performance in an environment of millions of customers and associated customer records, customer service history records, customer account records and customer account transactions. Chordiants test represented an average five-minute phone call between a customer and a contact center agent. Each interaction spanned all stages of customer work from initial request to find the customer record, through completion of work, fulfilment, updating external data sources and closure of the customer record. The test drove over 48 million business operations per eight-hour shift. Summary Results for the Performance Test at 20,000 Users Activity ExamplesAverage Response Time Retrieve Customer Records.57 seconds from Data Base Verify Customer and Present.21 seconds Full Customer Information Start Open New Account.25 seconds Business Process Close Work and Save Account.90 seconds The performance tests were run in an environment using a 32 Processor IBM eServer pSeries 690 to generate the user load. Two pSeries 690 were used as the HTTP server and to run the enterprise application server in a high availability configuration. One pSeries 690 was used for the data base server and one pSeries 650 was used for both the JMS server and the directory server. This test was performed on Websphere Application Server version 5.0.2 using DB2 UDB 8.1.3. The entire configuration was run on AIX 5.2.0. Chordiant 5 Call Center Advisor is browser-based and does not require large downloaded applets or other compiled applications running in the browser. Chordiants ability to consistently deliver sub-second response time in a 20,000+ user environment is unique in the industry. Particularly impressive is Chordiants delivery of rich capabilities into the browser that are usually only to be found in compiled client side programs. These include innovations such as a full multi-windowing environment, complex key board controls and specialized performance specific capabilities that allow data loading to occur without causing delays for the end user. Chordiant 5 is also differentiated in its ability to utilize existing corporate data without requiring an additional database or complex data replication and synchronization. Fast performance numbers are normally easier to achieve when the application is accessing a single local database. Chordiants ability to achieve consistent sub-second response time in large complex user environments without the advantages of a local data store underscore one of the reasons large enterprises have been turning to Chordiant. The latest versions of the Chordiant solutions tested in this environment are generally available as of Q4 2003. These include Chordiant Contact Center, Chordiant Retail Channel and Chordiant Straight-Through Servicing Solutions.