Clarify Inc, the California customer relationship management software company, has unveiled the two-stage product roadmap for the latest version of its FrontOffice product. The company is at pains to point out that eFrontOffice is not merely a web-enablement of the original product, but signifies a cross-media front end for CRM users.
Clarify says the first stage of the product, due to ship in April, will allow user agents to follow all customer interaction, be it by phone, web or email, from the same GUI screen. A priority queuing system can be used, which would allow the situation where an email query from a large customer would be prioritized over a ringing telephone from a smaller customer. It is this mixed-media architecture that Clarify hopes will be eFrontOfficeÆs big selling point.
In the second half of 1999, the extended product will be made available, which should bring enhanced functionality, such as online payment, and information, such as order status, to web customers.
