For Business Process Professionals

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	February 5, 2007 Amdocs CRM Is A Contender In The Enterprise CRM Suites Market The Forrester Wave™ Vendor Summary, Q1 2007 by William Band with Sharyn Leaver, Chip Gliedman, Liz Herbert, Ian Schuler, Mary Ann Rogan	Average: 10  (1 rating)

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Executive Summary

Amdocs offers applications to support billing, CRM, self-service, order management, mediation, and content revenue management, all united under the concept of "integrated customer management." Its primary customers are large telecommunications services companies, and its functional strengths are in customer service and field service. It lags in marketing, partner channel management, analytics, and eCommerce but partners with SAS to fill these gaps. The company has a large professional services organization to customize the solution for complex customer environments. Amdocs is best suited for high-transaction, consumer-intensive industries with complex customer service requirements — specifically, telecommunications service providers.

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