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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
Posted by admin | 0 Comments
Filed under Amdocs Clarify, APIs, integration, Dovetail CRM, web services, open standards
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
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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
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Filed under CRM, Amdocs Clarify, APIs, thick client, thin client, on-demand
Retail Discovers Customer Service Improves Bottom Line: Will CRM Follow?

According to CRM Daily, businesses—especially retailers—are discovering that they make more money if they offer better service and they say it’s primarily because they’re taking the extra time to find out all the additional ways their customers are trying to buy from them.

Strange that retailers are just now waking up to this, because the buzz about Customer Service and Support (CS&S) has been simmering for some time, at least in the CRM world. In fact, back in March 2006, Jupiter Research changed the name of its blog category from CRM to Customer Service and Support.

We’ve known about service and support forever.
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Permalink: Tuesday, January 09, 2007 9:41 AM
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Filed under CRM, .NET, Dovetail Software, Amdocs Clarify, Customer Service and Support, CS&S, APIs, retail

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