"Amdocs Ltd. (DOX) and IBM (IBM) revealed that they have decided to enhance their global relationship to help service providers deliver significantly improved customer experience. The recently announced Amdocs Service Provider Information Management Solutions will incorporate with various IBM Information On Demand middleware products to create new integrated solutions for the wireline, mobile, cable and satellite services industries."
A Closer Look at CRM Software
"To drive efficient customer service, CRM Software that offers customer service and support features like those found in the call center is also vital. With call routing features and access to customer information, businesses can improve their relations with customers and offer faster, more satisfying experience to customers."
Business Process Management (BPM) - Strategic Decisions
"The value of the Business Decision Management (BDM) approach is multifold, as the Business Decision is the natural means of connecting Business Rules to Business Process in a BPM environment. This creates both an agile business and technology environment, where Business Rules and Business Process can be governed by different stakeholders (if necessary), managed separately, and implemented on different technologies. The approach provides a natural environment for an SOA approach, where Business Decisions that are strategic to the business, or that contain rules that are changed frequently, or that are reused by multiple processes, can be implemented as Business Decision Services."
Mindreef: Scaling up SOA Quality
"Maintaining the quality of Services and Service compositions as part of a Service-Oriented Architecture (SOA) initiative is far more complex than traditional software quality assurance. Organizations who are implementing SOA must manage quality across the full Service lifecycle, including design time, runtime, and change time, and furthermore, SOA quality teams must contain a more diverse set of people than traditional software quality requires."
Bringing BI Closer to Business Processes
"While it may seem tempting to apply on-the-fly techniques to a variety of data analyses, an AMR Research analyst warns CIOs not to overdo it. Doing so typically requires a big infrastructure upgrade that may not be worth it. Not all processes — or even most — need to be monitored in real-time. Says analyst John Hagerty: 'Clients have a hard time consuming information more than daily.'"
Analyst: Resist the temptation of well-integrated SOA suites
"Service-oriented architecture is not meant to be 'bought' the same way a packaged ERP or CRM system is bought. First, SOA is a philosophy (high level) and methodology (nuts-and-bolts level), and thus can’t be captured in a single product. Second, the idea of buying a 'packaged' SOA suite runs contrary to the whole notion of SOA, which is supposed to be about interchangeable solutions from any vendor or service creator. Third, buying expensive packaged apps isn’t the way to 'start small' with SOA, which is the best route for many companies."