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Nortel, SAP Enter Strategic Alliance

German enterprise software giant SAP AG and Nortel Networks Tuesday forged a strategic alliance.

SAP has embedded customer interaction applications from the Nortels Clarify eBusiness Applications unit within its mySAP.com.

mySAP.com provides an open collaborative business environment enabling companies to fully engage their employees, customers, and partners to capitalize on the new Internet economy.

The companies intend to develop and integrate industry-specific customer interaction solutions to enhance collaborative customer relationship management (CRM).

According to SAP, current CRM solutions focus on bilateral scenarios between one company and its customers, but enterprises increasingly demand a cross-enterprise, Internet-based approach to E-C that enables communities of vendors to collaboratively meet the needs of their joint customers.

Today, when a problem arises, customers must often navigate between multiple vendors and experience accountability finger-pointing among partners, resulting in long series of inquiries, self-service dead-ends, and a frustrating overall experience.

The new virtual communities of vendors will help ensure that customer issues can be addressed immediately by a single point of contact, regardless of where the problem resides.

Enhancing mySAP.com with Nortels Clarify eFrontOffice, is expected to enable communities of partners and suppliers within a specific industry to collaborate with one another to serve their joint customers through a single point of contact.