Nortel and SAP Team on CRM

Nortel Networks and SAP this week announced an alliance to develop and integrate industry-specific customer interaction products for the customer relationship management (CRM) market.

SAP has embedded customer interaction applications from Nortel's Clarify eBusiness Applications unit within mySAP.com. This will be targeted at customers that require an integrated and scalable customer interaction system within their mySAP.com environment, the companies said.

MySAP.com lets all employees within an organization access customer information from various sources - including Web, phone, fax, person-to-person interaction and handheld devices. The combined Nortel/SAP system will be tailored initially to the banking, insurance, high-tech and communications industries.

The system will provide a single view into company and market information, processes, relationships and interactions among companies, suppliers, partners and customers, SAP and Nortel said. Currently, customers must often navigate between multiple vendors and sometimes experience accountability finger-pointing among partners, resulting in series of inquiries, self-service dead-ends and a frustrating overall experience, the companies said.

SAP and Nortel will further extend their cooperation by creating Internet-based service products that enable virtual communities where vendors, partners and suppliers can present themselves to their joint corporate customers as one unit.

The combined SAP and Nortel offering will be available this month and is currently being deployed within Nortel and SAP. Current companies that have integrated SAP with Clarify eFrontOffice include BP Amoco, GTEC and Scientific Atlanta, the companies said.

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