Specializing in Support and Service Software

Dovetail Agent allows organizations to break free from a traditional client-server computing model and bring the power of an existing Clarify system into a modern web-enabled world. Dovetail Agent user interface is familiar to existing Clarify users, which eases the transition.

Key Benefits

• Reduces cost. Dovetail's cost per license is significantly lower than Amdocs Clarify's cost per license.
• Intelligent Ergonomics. Right-click context menus, drag-and-drop and multiple operations on workflow objects, console auto-refresh, Queue totals, switch user, and more.
• Powerful Ad Hoc Queries. Search on any object using any combination of attributes, leverage personalized icons for often used queries, and export search results.
• Enhanced Email Functionality. Looks and behaves much like MS Outlook with support for email address lookup in either Global address books or Clarify, signature files, automatically generated text, selectable from addresses, and more.
• Performance. Engineered for ultra-fast responsiveness and reliability to achieve greater agent productivity and improved customer satisfaction.
• Scalability. Supports multiple parallel web server implementations for large and/or growing environments and maximum flexibility in meeting performance requirements.
• Maintainability. All configurations and updates occur on the server only, which improves IT staff efficiency and user productivity.
• Productivity. Both agents and developers are provided with an efficient environment in which to work.
  
• Technology. Dovetail Agent is built using standard web technologies and languages – including HTML, CSS, and JavaScript. The Dovetail SDK is used for all database activity, and exposes the APIs necessary to creating this type of robust application for a Clarify system. Built using .NET, the Dovetail SDK provides the stability, flexibility, and performance necessary for enterprise applications.
• Customizability. Dovetail Agent is fully customizable using standard web technologies and languages – including HTML, CSS, and JavaScript. This means that your developers don’t need to learn or code in a proprietary language when customizing the application. The use of robust popular frameworks such as jQuery make client-side customizations easy.
• Ease of Integration/Composition. The .NET framework and product architecture are designed to work with other applications and services. Unique, compositive application can be obtained by combining "out of the box" Dovetail functionality with selected features from other vendors.
• Extensibility. Dovetail platform capabilities can be easily and safely extended to meet unique business needs.

Key Features

Dovetail Agent supports the most common functionality of Clarify, including:

• Support. Case, management, subcase management, and knowledge management using solutions.
• Quality. Bug tracking, enhancement tracking, and change management using change requests.
• Logistics. Part requests, including order operations, depot repair, and spares manager.
• Call Center. Interactions and action items.

Dovetail Agent also supports all of the functionality you expect, including:

• Customer management (contacts, contact roles, sites, and accounts).
• Workflow (dispatch, assign, yank, forward, reject, move, auto-destination rules, and activity logs).
• Integrated notifications, switch user, flashes, attachments, and business calendars.
• Resource configurations and privilege classes.
• Configuration management of installed parts (install, de-install, re-install, upgrade, and bins).
• Contract and entitlement management.

Clarify Compatibility and Co-Existence

Dovetail Agent is compatible with the following products and coexists with other Clarify applications – including the Clarify Classic Client:

• Clarify 7 through Clarify 12.x
• Amdocs 6.x
• Amdocs 7.x

Dovetail Agent's co-existence with other Clarify applications, including the Clarify Classic Client, enables organizations to rollout Dovetail Agent incrementally – without the typical “big bang” rollout. As Dovetail Agent is a front-end application, all existing back-end integrations continue to function without any changes.