But it is still a significant release for Amdocs because it shows its commitment to Clarif圜RM,” he said. “What we are seeing with Clarif圜RM 11 are mainly functionality upgrades. In truth, this release is not a major departure in terms of features or functionality, although it is the first with browser-based architecture, Yankee Group analyst David Hawley told CRM Buyer. “We have taken a number of major steps forward with this application,” he noted. It can, for example, automate certain transactions or company protocols, such as problem resolution. “This is the module that manages the processes that flow out of the customer interaction,” Hurst said. The process manager, built with customer British Telecom (NYSE: BTY), provides workflow capabilities that allow users to define and manage processes that affect their customers, employees and external systems. The coexistence capability means that users can manage both browser-based and client-server applications through the same database, making it far easer to migrate and upgrade at their own pace, he said.įor example, EADS Telecom’s systems integration division, Cogent, is leveraging this dual-use feature to enable the UK Ministry of Defense to retain its client-server support application for its high-security communications personnel, while deploying the new browser-based applications to more than 15,000 other communications workers. Amdocs (NYSE: DOX) has unveiled the first upgrade of Clarif圜RM, the once-leading CRM application that it purchased from Nortel (NYSE: NT) last November for US$200 million.Ĭlarif圜RM 11 offers some major developments, vice president of marketing and strategy Peter Hurst told CRM Buyer Magazine, including the ability to run thin and thick clients concurrently, a process manager module and an XML-based integration gateway.
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