conjunction with Broadbase Software
delivered the Nortel Clarify Analytic Applications, new tools for using
information analysis to tailor relationships for specific customer needs.
The solutions launch into the market for analytical CRM tools, a market that
industry research firm Datamonitor has predicted will reach
$3 billion by year’s end.
The jointly developed apps will integrate with Nortel Networks Clarify
eFrontOffice solutions and will leverage the analytics and marketing
automation applications of Broadbase Software — under an OEM licensing
Financial arrangements were not disclosed.
“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 e-business solutions Together, we’re creating a
combination of cutting-edge analytics, industry-leading CRM solutions and
high-performance Internet infrastructure ”
Nortel said its Clarify Analytic Applications will provide insight into the
effectiveness of various interaction channels — phone, fax, Web, e-mail, in
person and handheld devices, and can help to segment customers based on
revenue, cost to serve or overall profitability. Marketing, sales and service
decisions can be based on this information, which also helps in determining
appropriate follow-up to improve customer communications, retention, growth