Amdocs Clarify CRM enables companies to improve the way they manage the full end-to-end customer lifecycle across all delivery channels.Īmdocs Clarify CRM offers comprehensive solutions for customer interaction management, sales force automation, order processing and management, service and support, and marketing automation. Amdocs Clarify CRM now meets the needs of more than just help desks and call centers – it enhances virtually every customer-facing function across an entire business. Since then, the Clarify CRM/call management solution has evolved into a fully-integrated customer relationship management package. In 2002, Clarify was acquired by Amdocs, a global technology company. eSupport/web-based self-service for routine support requests.Activity history tracking and reporting.Automated management of service level agreements (SLAs) and related contracts, as well as real-time service request monitoring.The Clarify CRM/call management package provided powerful functionality that helped companies deliver a quick and convenient experience each time their customers called. It enabled businesses across the world to rapidly and cost-effectively implement formal, efficient call management procedures, ensuring that each and every customer problem was resolved as promptly and correctly as possible. CRM software: Customer service for a song, Aug.Throughout the mid and late 1990s, Clarify CRM was one of the leading help desk automation and call center software solutions on the market.The sale is expected to close in the fourth quarter pending regulatory approval. The CRM sell-off is the latest in a string of deals as Nortel whittles down its product line to core areas such as optical switching, IP networking and 3G wireless infrastructure. Nortel said it will sell patents, intellectual property and trademarks of its CRM unit to Amdocs, which will assume existing customer contracts and certain leased office space. "At the same time, we will be true to our heritage of customer commitment by managing our enterprise relationships through our partners who have the focus, knowledge and capabilities to support these sectors." Similarly, in integrating with Clarify, we will be focusing our CRM activities and resources on the communications market," said Avi Naor, president and CEO of Amdocs Management. "A key component in Amdocs' success has been our disciplined focus on communications. The company will rely on partners to support Clarify's enterprise customers. Indeed, Amdocs said it will retain its focus on communications. ![]() "Enterprise clients outside of the communications industry who have Clarify installed are potentially in for a rude awakening," he said.Īmdocs' focus is - and will remain - on telecommunications companies, and the Clarify CRM software likely won't evolve from an industry perspective, Maoz said. ![]() That none of the other suitors panned out is bad news for Clarify users, said Michael Maoz, an analyst at Stamford, Conn.-based Gartner Inc. ![]() ![]() The 600 or so Clarify customers and the opportunity to narrow the competitive CRM field were obvious draws for Nortel's CRM brethren. reportedly each made or considered making an offer. Siebel Systems Inc., SAP AG and Oracle Corp. Speculation that Nortel would sell its CRM assets to raise cash had been rampant during the past few months, and the Clarify CRM division attracted more than one interested suitor. The Chesterfield, Mo.-based company will use Nortel's Clarify software to enhance its customer care functionality and differentiate itself in the crowded, slow-growth telecommunications billing market. in a deal worth $2.1 billion in stock when it was first announced in October 1999.Īmdocs sells billing and order-management software to a strong roster of telecommunications companies, including BellSouth Corp., British Telecommunications PLC, Nextel Communications Inc. The sale comes just two years after Nortel paid a high premium for CRM vendor Clarify Corp. will buy Nortel Networks Corp.'s customer relationship management (CRM) division for $200 million in cash, the companies announced Tuesday. Telecommunications software vendor Amdocs Ltd.
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |