SAP and Nortel join CRM forces
Tailored initially to the needs of the banking, insurance, high-tech and communications industries, SAP and Nortel Networks have joined forces to extended customer service and enhance information access and use. As part of the agreement, SAP has embedded within mySAP.com customer interaction applications from the Nortel Networks Clarify e-business applications unit. The two companies will further extend their cooperation by creating Internet-based service solutions that enable virtual communities where vendors, partners and suppliers can present themselves to their joint corporate customers as one unit.
With the embedded Clarify eFrontOffice applications accessible through personalized SAP “workplaces,” mySAP.com will provide a contact center that allows customer information from all available sources--including Web, phone, fax, person-to-person interaction and handheld devices--to be leveraged by all employees with a customer-facing role. The goal of the alliance is to provide a single view into a broad, rich set of company and market information, processes, relationships and interactions among companies, suppliers, partners and customers.
The mySAP.com workplaces are role-based personalized portals for employees, partners and customers. Access is provided to internal and external applications, hosted services and business content through a Web-based environment. The portals tie together data from an array of sources and applications, regardless of whether the information resides in systems from SAP.
The combined offering is deployed for use within both Nortel Networks and SAP. Current customers include BP Amoco and Scientific Atlanta.