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Technology Stocks : Cisco Systems, Inc. (CSCO) -- Ignore unavailable to you. Want to Upgrade?

To: JDN who wrote (38353)	7/15/2000 11:01:51 AM
From: Kenneth E. Phillipps	Respond to of 77397

In CRM networking alliances, its Cisco/Oracle, Lucent/Siebel, and Nortel/Clarify. Oracle And Cisco Form CRM-Networking Alliance -- VENDORS SAY BUSINESSES WILL BEBETTER ABLE TO MANAGE INTERACTIONS WITH CUSTOMERS Sat Jul 15 00:06:00 EDT 2000 Jul. 14, 2000 (InformationWeek - CMP via COMTEX) -- Oracle and Cisco Systems formed an alliance last week to integrate their respective customer-relationship management and networking systems, so that businesses can better manage customer interactions from all incoming channels. When the work is complete, Oracle Applications Release 11i will plug into Cisco-driven networks and call centers, letting Oracle-based CRM systems use Cisco's network routing and telephony features, according to the vendors. Cisco and Oracle also plan to build an IP infrastructure that handles data, voice, E-mail, and Web traffic and supports the integrated systems. The alliance is the most recent in a series of partnerships between CRM and networking vendors. Last month, Siebel Systems Inc. agreed to work with Lucent Technologies Inc. spin-off Avaya Corp. to build a CRM package that includes computer telephony integration, E-mail routing, and contact-center workflow. Last fall, Nortel Networks Corp. acquired CRM vendor Clarify Inc. Analysts say vendor-driven integration can help companies get the most out of their CRM systems and avoid expensive and tedious internal development such as integration of telephony. "It's easier to form a single view of the customer when you can deploy it over a single pipe," says Yankee Group analyst Robert Mirani. At Household Credit Services Inc., which uses Cisco's interactive call-management software, the deal makes Oracle the favored candidate in the company's months-long search for a CRM vendor, says Steven Row, manager of integrated processing for the Salinas, Calif., company's resource planning department. The Oracle integration "kind of plugs the gaps," he says. Oracle says initial integration work for its apps will be complete in 60 days. Applications due in the first half of next year will support a pure voice-over-IP network, so that a contact-center agent's desktop could be managed from a single source. iweek.com