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In-Depth Review
Amdocs CRM
Amdocs, Inc.
1390 Timberlake Manor Parkway
Chesterfield, Missouri 63017
Telephone: 314-212-7000
Email:
info@amdocs.com
Web:
http://www.amdocs.com/Site/AmdocsCom.htm
Amdocs celebrates its 25th year in business in 2007. We are a growing,
profitable public company (NYSE: DOX), with revenue of $2.48 billion in
FY2006 and workforce of more than 16,000 professionals in more than 50
countries.
Our roots in the communication industry have given us vision into what it
takes to build stronger, more profitable relationships with customers. When
it comes to thriving in the wireline or wireless, broadband cable or
satellite, or even financial services industries (the latter having
transaction volumes and competitive challenges similar to telcos'), the
difference is the experience. That is, the customer experience a provider
creates and the unique experience a technology partner brings to the table.
In 2004, Amdocs pioneered the concept of integrated customer management
(ICM), a new way of doing business aimed at enabling delivery of an
intentional customer experienceTM that sets a company apart. Our offerings
of software, services and solutions spans the business and operational
support systems behind the customer lifecycle, and has been architected to
support an ICM strategy.
ICM is a journey, and we have built our product roadmap on industry
standards such as the TeleManagement Forum's Enhanced Telecom Operations Map
(eTOM) and open services-oriented architecture (SOA) to provide a smooth
path for evolution. We are also an active voice in the industry associations
shaping these standards.
Amdocs' customers are among the largest, most powerful companies in the
world. We strive to anticipate and nurture their evolution with
thought-leadership and technology innovation. Through industry-leading
support for revenue, customer, service and resource (OSS), and digital
commerce management, we're helping to ensure innovative, integrated and
intentional customer experiences at every point of service. And our wins in
the market, and press coverage, industry analyst endorsements and accolades
show that we are.
Historical Background
Founded in 1990, Clarify Inc. was once the world's second largest front
office software provider. Clarify eFrontOffice combined customer
relationship management and eBusiness capabilities in a single solution
allowing companies to quickly deploy e-business sales, marketing and service
initiatives. Clarify was the choice of leading corporations including Best
Buy, British Telecommunications, Compaq, E*Trade, First USA, General
Electric, giggo.com, Gillette, H&R Block, Microsoft, and Prudential.
Revenues for Clarify's fiscal year ended December 1998 were US$130.5
million. Clarify had almost 800 employees in the Americas, Europe, and Asia.
The company pioneered the first integrated suite of front office
applications, and was the first to introduce a number of key innovations
such as web self-service that personalize every customer interaction.
In October 1999, Nortel Networks [NYSE/TSE: NT] and Clarify Inc. [NASDAQ:
CLFY] announced a definitive merger agreement whereby Nortel Networks would
acquire Clarify. Nortel Networks, a world leader in communications,
networking and Internet Protocol (IP) solutions, paid an estimated US$2.1
billion in its common shares for all of the common shares of Clarify, on a
fully diluted basis.
The combination of Nortel Networks and Clarify was said to create a new
industry leader in technologies, applications, and services that would drive
the second wave of eBusiness. The first wave of eBusiness focused on
individual transactions that changed how companies worked. Together, the
combined companies would drive the second wave, focused on the customer, by
enabling personalized interactions and a complete experience that leverages
the high-performance Internet.
Things didn't really go as planned and just two years later (October
2001) St. Louis, Mo. based Amdocs Limited announced an approximately
$200 million cash purchase of Clarify, a provider of CRM software from
networking a communications firm Nortel Networks.
According to Avi Naor, President and CEO of Amdocs, the acquisition
represented an excellent opportunity for Amdocs to leverage its potential in
the communications CRM market: "The acquisition of Clarify immediately
expands our current offerings and market presence in communications CRM," he
says.
Under terms of the agreement, Toronto-based Nortel Networks sold
substantially all assets to Amdocs used in the Clarify portfolio, including
patents, intellectual property and trademarks. Amdocs also assumed existing
customer contracts, as well as certain leased office space.
Naor explains that as Amdocs is focused on business applications for
communications, Clarify's capabilities are integral to its core business: "Clarify's
products and people will form part of our new CRM division, and will be
tightly integrated under the overall Amdocs management structure, R&D
program, business strategy and operations," he says.
For Nortel, the sale is in keeping with the firm's plan to streamline the
business around core markets so as to strengthen its financial position: "We
are making excellent progress against the work plan we laid out earlier this
year and this sale of non-core assets is further evidence of that," says
Frank Plastina, president service provider and corporate networks, Nortel
Networks.
Product:
Current Version: 7.0
Category: On-Premise Large Enterprise CRM
Solution
Sub-Category: Vertical Solution -
Communications
Client Platform:
Server Platform:
Database Platform:
For further details, please see:
http://www.amdocs.com/Site/Vision/Amdocs7.htm
For pricing details, please contact the company directly.
We have no plans to review this product at this time.
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