Nortel Networks has enhanced its comprehensive suite of eBusiness and customer relationship management (CRM) solutions with new tools for using information analysis to tailor relationships for specific customer needs.
Jointly developed with Broadbase Software, Nortel Networks Clarify Analytic Applications will address the growing market for analytical CRM, which is expected to reach US$3 billion by year-end according to Datamonitor, a leading industry research firm.
Integrated with Nortel Networks Clarify eFrontOffice solutions, Nortel Networks Clarify Analytic Applications will leverage the robust analytics and marketing automation applications of Broadbase Software - under an OEM licensing agreement - to offer unrivaled flexibility in analyzing customer behavior.
"Broadbase`s three-dimensional data set allows us to slice information many different ways, running a variety of customized reports without adding headcount," said Dave Handley, manager, support systems for Rockwell Automation, which already uses Broadbase Software analytics tools and Nortel Networks Clarify eFrontOffice. "The more we can analyze our customer data using the new solutions from Nortel Networks, the better decisions we`ll be able to make."
"eBusiness in the 21st century is all about customer loyalty and Return on Relationship," said Tony Zingale, president, Clarify eBusiness Applications, Nortel Networks. "Our analytics products will help companies measure, model and maximize Return on Relationship by analyzing a wealth of customer information."
"Analytics are becoming critical with the explosion of channels for communicating with customers," said Chuck Bay, chief executive officer, Broadbase Software. "Nortel Networks and Broadbase Software share a common vision for developing eBusiness solutions that help companies get closer to their customers. Together, we`re creating a unique combination of cutting-edge analytics, industry-leading CRM solutions and high-performance Internet infrastructure designed for today and for the future."
Nortel Networks Clarify Analytic Applications will provide insight into the effectiveness of various interaction channels - phone, fax, web, e-mail, in person, handheld devices - in anticipating and satisfying customer requirements. They will help to segment customers based on revenue, cost to serve or overall profitability, and to make marketing, sales and service decisions based on this information. They will also help in determining appropriate follow-up to improve customer communications, retention, growth and profitability.
"These new analytics solutions can enable companies to make fast, profitable business decisions for communicating with, marketing to and servicing customers more effectively, and to retain the most profitable customers while improving return from less profitable ones," Zingale said.
The first Nortel Networks Clarify Analytic Application - Performance Reporting - is scheduled to be available in the fourth quarter of this year.
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Broadbase Software
Broadbase Software is the leading provider of customer-focused analytic and marketing automation applications that analyze customer data from multiple touch points, and use that information to execute marketing campaigns, improve on-line merchandizing and content, increase site stickiness and personalize all customer interactions. Broadbase applications are designed for rapid time to value and have been implemented in as few as 15 days. Broadbase has provided critical e-commerce infrastructure to more than 230 customers, including ADP, BEA Systems, Fidelity Investments, Hewlett Packard, Insweb, Kodak, LoanCity.com, Mercata.com, Onvia.com, The Sharper Image and United Airlines. Headquartered in Menlo Park, Calif., Broadbase has a rapidly growing global presence with locations throughout North America, Europe and Asia. For more information, visit Broadbase at www.broadbase.com.
Nortel Networks
Nortel Networks is a global Internet and communications leader with capabilities spanning Optical, Wireless, Local Internet and eBusiness. The Company had 1999 U.S. GAAP revenues of US$21.3 billion and serves carrier, service provider and enterprise customers globally. Today, Nortel Networks is creating a high-performance Internet that is more reliable and faster than ever before. It is redefining the economics and quality of networking and the Internet, promising a new era of collaboration, communications and commerce. Visit us at www.nortelnetworks.com.
Nortel Networks, the Nortel Networks logo, the Globemark, Clarify and Return on Relationship are trademarks of Nortel Networks. Contact for Press and Analysts: