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Dovetail Daily Links 2007-12-13

APIs Remain a Great Integration Helper...The battle for the net-top heats up...Measuring Sharedness of Team-Related Knowledge...Internanities...Hierarchical drop-downs in Dovetail Agent...IT Obsolescence Criteria
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Permalink: Thursday, December 13, 2007 1:30 PM
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Filed under APIs, IT, internanities, dovetail agent, team-related, internet
Dovetail Daily Links 2007-10-23

APIs for Clarify....The architecture of participation: or, Nobody is as clever as everybody....Using business rules to prevent software spoiling....Web-Based Portal Makes Speedy Improvements to Data Access....CRM projects fail because users say 'no thanks'....If nobody thinks you're crazy, you're not innovating
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Permalink: Tuesday, October 23, 2007 2:31 PM
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Filed under Dovetail Software, Clarify, APIs, IT, CIO, Firefox
Dovetail Daily Links 2007-10-08

The ROI of Collaboration....What is Enterprise 2.0? … Just ask Charlie....How Do You Measure Engagement?....Online Communities / Social Networking and CRM....The Road to Dell: Part One....A Model for Software Innovation....Commenting further on ROI and Social Computing
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Permalink: Monday, October 08, 2007 3:30 PM
Posted by Dovetail Software | 0 Comments
Filed under CRM, Dovetail, APIs, Dell, social networking, Enterprise 2.0, IBM, social computing, ROI
The Future of Amdocs Clarify

How does the future look for the owner of the Amdocs Clarify CRM system?
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Permalink: Friday, June 08, 2007 2:06 PM
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Filed under Amdocs Clarify, APIs, integration, Dovetail CRM, web services, open standards
Daily Dovetail Links 2007-05-07

Amdocs Clarify Data Massage With Dovetail Software....A Hybrid Approach to E-Mail....Data Mining: Customer Data....Is Customer Support Triple Play's Albatross?....We are masters of technology. Or are we slaves?....Are you running IT like it's your business? Part 2 of 5....Web 2.0 the quality of the data is inadequate
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Permalink: Monday, May 07, 2007 10:44 AM
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Filed under APIs, customer support, IT, email, data mining, data quality
Dovetail Makes the Difference

In how many ways does Dovetail CRM add to the existing utility of the Amdocs Clarify database? The answer is “countless”, but here are some of them.

Dovetail has been able to create its market-leading APIs from the beginning because nobody understands Clarify better than Dovetail. Customers and IT departments who worked closely with Dovetail’s engineers were always impressed with their capabilities, and now with the advent of the engineer blogs on the Web, we are able to look into the development shop and see the Dovetail engineering ethic at work.
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Permalink: Thursday, March 29, 2007 1:09 PM
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Filed under Clarify, APIs, Dovetail CRM, Agility, agile testing, SEC.NET, agile software development
Daily Dovetail Links 2007-03-26

Dovetail Software Blogs: Support is not Forgotten by Dovetail....9 Places to Use APIs Without Coding....how to use Dovetail APIs to extend Clarify functions....wiki collaboration in business....Will Web-based office suites beat Microsoft at its own game?....Business Process Management bridges IT and Business...knowledge management....architecture
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Permalink: Monday, March 26, 2007 9:35 AM
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Filed under APIs, knowledge management, supply chain, collaboration, Services, BPM
The Dovetail Advantage: Email and CRM

Email integration with CRM is an important part of the CRM deployment for any enterprise. This is true simply because we all live and conduct our business in our email clients to a very large degree. RSS feed readers and IM (instant messaging) both have their place in our lives, as does the visual Web browser. In some sites the visual Web browser is now more commonly used as a thin client for CRM consumption than for surfing the Web. But email is the one ubiquitous thing we can’t ignore, and always turn to.

For users of Clarify™ data within an enterprise, Dovetail has delivered enormous email capability not present in the standard Amdocs deployment. . .
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Permalink: Thursday, January 25, 2007 11:55 AM
Posted by editor | 0 Comments
Filed under CRM, .NET, Dovetail Software, Amdocs Clarify, Dovetail, Clarify, APIs, soa, customer, customer service, first choice software, saas, Customer Relationship Management, software as a service, customer relationship manager, service oriented architecture, outlook, email, emailmanager
Email Integration with Clarify

By Gary Sherman

Over the last 12 years of working with Clarify, email integration always seems to be a key topic of conversation, and I get many questions about email integration capabilities. So hopefully this post will answer most of these questions. I'm sure there will be details I've missed (especially on some of Clarify's later version capabilities), so please leave a comment.

Outgoing Email
Outgoing email is typically initiated via a Log Email action (for example, from a case) within the Client. When a email is "sent", the client saves the email details to the database, and then also adds a new time_bomb. This time_bomb tells RuleManager that it needs to send out this email. The Clarify client does not connect to a mail server or service, so it can not send the email, so RuleManager does it. On Windows, RuleManager connects to Outlook to send the mail. On UNIX, it uses a built-in mail command, such as /usr/ucb/mail, mailx, etc.
Clarify's RuleManager sends all emails out from one address. For example, all outgoing emails appear to come from support@company.com.
RuleManager is also responsible for sending notifications via email, i.e. as a result of a business rule...

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Permalink: Monday, January 15, 2007 11:07 AM
Posted by editor | 0 Comments
Filed under Dovetail Software, Amdocs Clarify, APIs, soa, thin client, email integration, RuleManager
On-Demand CRM and On-Premise CRM

Is the on-demand delivery model the largest single contributor to the renaissance of CRM from its moribund state of two-three years ago? The industry seems to think so, from an informal survey taken by CRMBuyer:

"Not surprisingly, on-demand topped many vendors’ list of things to be hopeful about in 2007 and beyond—and for good reason. On-demand is likely to become a dominant delivery model for CRM and other applications in the medium term."

The rapid adoption of on-demand CRM, especially by smaller enterprises has enlarged the market, and expanded the options for technical CRM solutions...
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Permalink: Thursday, January 11, 2007 12:44 PM
Posted by admin | 0 Comments
Filed under CRM, Amdocs Clarify, APIs, thick client, thin client, on-demand

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