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The Direct Line is a motor Insurance Company. With the addition of the internet channel, Direct Line has had to think hard about how customer interactions are handled so that customers continue to receive the simple, convenient and speedy service they have come to expect. These considerations led to a strategic review of the company's IT systems, which resulted in a decision to implement a multi-channel operational business process architecture based on front-end eBusiness applications and an integration framework from Chordiant Software. Chordiant's object-oriented design helps the company reduce the implementation cycle whenever a new product, service, process or channel is introduced.

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