Adeptra Continues Momentum With Expansion Of Product Strategy Team And Appointment Of New Director

June 11, 2010 - PRLog -- Reading, UK and Norwalk, CT, USA – Adeptra, the recognised leader in automated two way customer communications, has appointed Bill Brown as Director of Worldwide Product Marketing.

Based out of Adeptra’s East Coast offices and reporting to Tony McGivern, CTO, Brown brings more than twenty years of experience in defining and managing customer relationship strategies and customer experience for some of the world’s largest companies.  He has hands-on experience in devising and deploying strategies in the financial and card issuer space, having worked for Chordiant, MBNA America and Providian Financial Corporation, with roles across the card lifecycle from lending to collections, including fraud detection and authorisations, risk detection and credit line increase processing and core customer experience management.

Brown joins Adeptra from his position as Director of WW Card Solutions for Chordiant Software, where he supported the company’s unified customer experience lifecycle by defining and developing its vertical business applications to provide systemic solutions for the card market. These included core servicing capabilities, and products brought to market including: Disputes Manager, Fraud Manager and Collections Manager.  With the use of real-time predictive and adaptive analytics within the customer conversation, Brown ensured Chordiant’s offerings could enable businesses to differentiate the customer experience and improve the success of each interaction.

While at Providian Financial Corporation, which was sold to Washington Mutual for approximately US$6.5 billion in October 2005 with an estimated 10 million card holders at time of sale, Brown ran Risk Management for the sub-prime portfolio and the Consolidated Disputes Group.

Bill Brown, Director of Worldwide Product Marketing for Adeptra said: “Adeptra is the most established player in its space, with an unparalleled depth and breadth of automated and interactive customer communication solutions.   There’s a real demand for these solutions, as card issuers, banks, retailers and other businesses realise they not only need to understand and engage with their customers more proactively than they do in conventional call centres, but the communication must also include two way real-time automated communications across multiple customer channels. ”

Tony McGivern, Chief Technology Officer of Adeptra concluded: “Bill is a highly accomplished and driven individual, who brings the experience and insight from financial services, card issuers, technology development, communication strategies and customer risk management.  We’re looking forward to his ability to drive and bring new and relevant products to the market and to customer-based organisations that need to address real-time interactive customer communications.

ENDS




About Adeptra

Adeptra is the global market leader in Auto-resolution™: technology that automates key call centre interactions to reduce their cost and dramatically increase performance. Applications are fully integrated, industry-specific solutions for business processes such as fraud detection, payment reminders and opt-in marketing.

Distinct from less sophisticated auto-dialer systems, Adeptra combines recorded dialog with state of the art natural language to reach out to individual customers and personally engage with them about important, time-sensitive issues. Adeptra is able to make thousands of customer contacts simultaneously and achieves higher levels of portfolio penetration and produces significantly better results than human agents alone. The resolutions it secures are delivered into clients’ computer systems for reporting and analysis.

Among its many customers, Adeptra is used by the majority of leading retail banks across EMEA, N America and APAC. It occupies a premium position in the market by continually reinvesting in its technology, operations and service structure. The company’s commitment to the highest standards of data security compliance was recently re-confirmed, as Adeptra became the first Interactive Voice Messaging organization to meet both Payment Card Industry Security Standard (PCI DSS) v1.2 and ISO27001 standards on a global basis. For more information, visit www.adeptra.com

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