Tests confirm Infor CRM Epiphany sales and service scales to exceed the needs of the largest enterprises.
IBM has benchmarked the performance of Infor CRM Epiphany beyond 10 000 concurrent users in a real-world test.
The evaluation verifies the scalability and performance of the industry-leading CRM solution for the most demanding and high-volume global implementations.
IBM's scalability metrics benchmark tested Infor CRM Epiphany sales and service on their WebSphere application server, exceeding 10 000 concurrent users without any failures in a six-hour test run.
IBM tested the solution, based on information provided by one of the largest banking organisations in the world, to establish business scenarios in three defined test scripts. The scripts were based on the level of detail and response required for a customer service representative to complete a customer interaction. These comprised 50% simple, 30% medium and 20% complex customer interactions.
Consistent customer interaction is a key differentiator many companies require, as each enhances their service level to attract and retain customers. The contact centre is the single most important customer contact point for these companies.
As the contact centre continues to grow and become a profit centre as opposed to a question-and-answer portal, the demands on CRM systems increase. Enterprises worldwide realise they require CRM solutions that can scale to meet the increasing demands and provide reliable and consistent customer communication.
"Infor CRM Epiphany is scalable to more than 150 000 interactions per day and is installed in some of the world's largest contact centres," said Gavin Kilfoil, regional manager, sub-Saharan Africa, Infor.
"The benchmark results reinforce the solution's ability to meet the challenges of the most demanding environments, and reassure customers that they can have continuous, interactive customer dialogue without the concern of dropped calls."
Infor is distributed in sub-Saharan Africa by EOH Company, Softworx.
The benchmark
The test was run on IBM 595 P5 with six processors per each of eight logical partitions (LPARs).
Each LPAR ran three WebSphere application server instances with two processors each. In addition, the test was run on an all AIX platforms with an eight-way P5 running a DB2 database with a three terabyte storage area network (SAN).
Response times were sub-three seconds for 90% of test activities.
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Delivering business solutions with a difference
Softworx is a successful South African business applications company that prides itself in being able to deliver world-class products to its extensive customer base, which includes a number of Fortune 500 companies. In addition, Softworx supports clients in industries ranging from manufacturing, retail, distribution and financial, to supporting various government entities. The company is dedicated to marketing, implementing and providing support for its range of complementary software products to medium and large enterprises that require effective solutions to optimise their business processes.
Softworx has positioned itself as a leading provider of business applications in South Africa, specialising in end-to-end business solutions. The company prides itself on being able to deliver true value to its customers through the implementation of business solutions, based on a powerful combination of leading-edge products and consultancy. As a wholly-owned subsidiary of EOH, Softworx has increased the number of services and products that can be offered to its customers from within the group.
EOH
EOH is a business and technology solutions provider, creating lifelong partnerships by developing business and IT strategies, supplying and implementing solutions and managing enterprise-wide business systems and processes for medium-to-large clients.
EOH operates in the following three clusters of business units as a fully-integrated business:
* Technology - Through a number of subsidiary companies, EOH is able to sell, implement and support a range of world-class business applications, including ERP, CRM, business intelligence, advanced planning and scheduling, e-commerce and manufacturing execution systems.
* Consulting - Concentrated under the EOH Consulting brand are business units offering services ranging from strategic and business process consulting, project services, change management, supply chain optimisation and education.
* Outsourcing - EOH offers comprehensive maintenance and support of client's IT infrastructure and applications through the rendering of full IT outsourcing, application hosting and managed services. In addition, EOH offers full business process outsourcing services.
EOH has a presence in all major centres in South Africa and operates in the rest of Africa.
Infor
Infor delivers fully-integrated enterprise solutions, as well as best-in-class standalone products that address the essential challenges its customers face in areas such as enterprise resource planning, supply chain planning and execution, customer and supplier relationship management, asset management, product life cycle management, financial management, performance management and business intelligence. With more than 8 100 employees and offices in 100 countries, Infor provides enterprise solutions to more than 70 000 customers. For additional information, visit www.infor.com.
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