Q

Integrating Microsoft Dynamics CRM and Amdocs Clarify

Microsoft Dynamics CRM does not include integration support for customers to migrate from Amdocs, but customers can use middleware or import tools, says Microsoft CRM expert Richard Smith.

How easy it is for an existing Amdocs Clarify customer to switch to Microsoft CRM? Or, can it be used on top of existing systems?
Dynamics CRM does not include inherent integration support for Clarify. It does offer a sophisticated import tool that will allow you to load your existing customer and prospect data from Clarify into CRM.

At one point it was rumored that Microsoft's BizTalk Server 2006 (middleware XML server) might include a native adapter for Clarify, but it does not seem to have been released. It would be possible to integrate the two applications via Web Service APIs, BizTalk, or other middleware solutions. (Dynamics CRM includes native BizTalk support and Web Service APIs).

It is difficult to answer this question without knowing a bit more about your business and how you are using Clarify today. Business processes, escalation requirements, customer interaction and analytical reporting are all important components of any CRM implementation. The same would be true with a migration from Clarify to Dynamics.

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