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Integration

Email is perhaps the most under-rated source of valuable information, yet it is also one of the most difficult to integrate. A significant proportion of an organization’s knowledge – including customer-related information and data – is stored within email, however many of the leading email systems do not provide easy access to this information.

The core principle of providing a single, customer centric view of customer information is an attractive one, and a goal that is sought by virtually all organizations.

The reason for this is simple: by providing easy access to all customer-related information – regardless of where that information may be stored or located – an organization will better understand its customers, and can then deliver the products and services that they desire.

Customer Relationship Management (CRM) systems were designed with this goal in mind. Sales, service and support information would be easily accessible, and anyone in the organization could get an instant view of the status of a relationship with a customer. The promise of these systems was attractive; what was underestimated was how difficult it is to ensure that everyone uses the system, and that information is entered in a disciplined, consistent way.

Our email intelligence solutions enable organizations to provide automatic access to this information, using open, standard technologies to facilitate the integration of email content with other systems, while also providing a comprehensive record of all email interactions. These same principles can be used to integrate email data with other applications.

Benefits at a glance:

  • Use of Web Services Standards - The open standards employed by the systems enable other, external applications to securely query and access the repository of email messages and attachments, making it easy to integrate with other external applications.

permalink [Permalink] - Updated: Tuesday, March 28, 2006

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