Pervasive Business Intelligence

Information Builders enables agile information solutions with business intelligence (BI) and integration technologies. WebFOCUS the most widely utilized business intelligence platform connects to any enterprise system or application and enables simple and intuitive interaction with information.

Pervasive Business Intelligence for Amdocs CRM

WebFOCUS for Amdocs CRM enables integrated customer management through powerful reporting and management dashboard capabilities for your Amdocs CRM deployment.

In todays business environment everyone makes decisions. Through pervasive business intelligence (BI), Amdocs with its partner Information Builders helps every one of your employees, business partners, and customers make intelligent business decisions from which they can act. Business intelligence is not just for the few power users or executives who need information, but everyone down to the frontlines of your organization and out to your partners, customer service reps, and customers. Superior customer service is essential to the success of your organization. As companies experience a higher level of competition, enhanced customer service is a leading differentiator in reducing customer churn and developing profitable, long-term relationships.

Your Amdocs customer relationship management (CRM) solution collects a tremendous amount of valuable information about your customers and your ability to service them across the entire customer lifecycle. Information Builders WebFOCUS enterprise business intelligence (BI) suite is a high-performance operational reporting system that, when combined with Amdocs CRM, makes it easy to deliver valuable customer information to the people in your enterprise who need it most. Easily delivering this information in a timely manner across your enterprise helps maximize the return on your customer relationships. WebFOCUS for Amdocs CRM delivers several report templates that enable unlimited out-of-thebox combinations of analysis and reporting to track rankings, variances, and trends over time. These packaged reports can be configured to display key performance indicators (KPIs) via personalized management dashboards, send exception e-mail alerts when call volume increases, track ongoing performance, and distribute results to all of the appropriate groups and supervisors. Take your investment in Amdocs CRM to the next level with WebFOCUS. Further enable integrated customer management by pushing critical customer data in your Amdocs CRM system to all of the people in your organization who manage customer relationships. Derive increased value from the data residing in your Amdocs CRM system by pushing it to users at all levels of the enterprise, allowing them to participate in and see the results of different customer processes and initiatives.

Enabling Integrated Customer Management

By providing the right people with easy access to information at the right time, your organization will be that much more responsive to the needs of your customers. For instance, an increase in parts requests or opened call-center cases right after a new release could indicate a quality problem. An e-mail alert to the appropriate people when quality-related calls increase helps ensure your organization can make the appropriate adjustments in the timeliest manner. The ability to tap into Amdocs CRM information and deliver it throughout the enterprise allows people at all levels of an organization to participate in CRM-related initiatives. For instance, marketing may want an e-mail alert about call-center activity the day a new campaign launches, or supervisors may want to see the correlation between time spent on the phone and the number of cross-selling opportunities identified. Using a combination of management dashboards and reporting templates, trends and overall performance are tracked in real time or over time and presented to the appropriate user along with other internal and external content.

Features and Benefits

WebFOCUS for Amdocs CRM includes the following key functionality and benefits:

Management dashboards make information readily available through the development and deployment of personalized, secure management dashboards; these dashboards can stand alone or easily be integrated into an existing business portal implementation; KPIs for the management dashboard include:

Service-level agreement performance Sales and revenue status Customer attrition E-service adoption rates Parts requests Case reporting and change requests

Reporting templates develop and deploy highly parameterized reporting templates that allow for hundreds of reporting combinations and output formats; these templates provide a rapid return on investment (ROI) by giving users an easily deployable foundation that requires little or no training Data-driven alerts this built-in capability delivers information via e-mail on either a scheduled or exception basis; subscription-based reporting allows users to subscribe to published reports and set the thresholds for their specific alerts Presentation-quality graphics enable Amdocs CRM data presentation and reporting with boardroom-quality graphics, including compound PDF documents that contain graphs and reports, formatted Excel spreadsheets, dynamic PowerPoints, and many other formats

Find Out More

To find out how our solutions can help your company succeed, talk to an Information Builders representative today. Contact your local Information Builders office, visit us at informationbuilders.com, or in the U.S. and Canada, call (800) 969-4636.

About Amdocs
Amdocs combines innovative software and services with deep business knowledge to accelerate implementation of integrated customer management by the worlds leading service providers. By delivering a comprehensive portfolio of software and services that spans the customer lifecycle, Amdocs enables service companies to deliver an intentional customer experience, which results in stronger, more profitable customer relationships. Service providers also benefit from a rapid return on investment, lower total cost of ownership, and improved operational efficiencies. A global company with revenue of more than $2.4 billion in fiscal 2006, Amdocs has approximately 15,000 employees and serves customers in more than 50 countries around the world. For more information, visit Amdocs at amdocs.com.

About Information Builders

Information Builders award-winning combination of business intelligence and enterprise integration software has been providing innovative solutions to more than 12,000 customers for the past 30 years. WebFOCUS is the worlds most widely utilized business intelligence platform. It provides the security, scalability, and flexibility needed at every level of global extended enterprises. Its simplicity helps create executive, analytical, and operational applications that reach dozens to millions of users. Information Builders iWay Software suite provides state-ofthe-art, multi-purpose, pre-built integration components that address all SOA, application, data, and information management requirements. Its integration adapters have been adopted by the leading software platform providers. Together, these products give Information Builders customers the ability to grow and innovate according to their needs. Information Builders customers include most of the Fortune 100 and U.S. federal government agencies. Headquartered in New York City with 90 offices worldwide, the company employs 1,450 people and has more than 350 business partners. More information is available at informationbuilders.com.

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