E.piphany Discussion Day Archive - 04/24/2002

E.piphany Discussion Day Archive - 04/24/2002

E.piphany Discussion Day Archive - 04/24/2002

Author: searchCRM
Subject: Discussion Day April 24th with E.piphany
Date Posted: 04/24/2002

Join us all day today, April 24th, for a discussion with Mike Trigg, E.piphany's VP of Product Management, and Roy Camblin, E.piphany's CIO. Mike and Roy will be monitoring this discussion board throughout the day, responding to your questions and comments. This is your chance to get answers to your most important questions, so post them now.
Roy Camblin
Roy's background includes senior management, operations, and IT roles with Citibank, Charles Schwab, Netgateways, Oracle and Wells Fargo. Notably, he was responsible for all the internal technologies used to run Oracle's multi-billion dollar global business during a period of explosive growth.
Mike Trigg
As head of product management for E.piphany's operational CRM products, Mike Trigg leads the marketing and strategic direction of the company's solutions for customer service, contact centers and sales automation. Mike also works with the engineering team to define product specifications and meets with customers, prospects, analysts, partners and reporters in the CRM space to better understand key product requirements and trends in the marketplace.


Author: Collabri
Subject: E.piphany Discussion Day
Date Posted: 04/24/2002

Could Roy or Mike please comment on E.phiphany's future product plans and technology direction?

Posted in response to: E.piphany Discussion Day
Author: MikeTriggEPIPHANY
Subject: E.piphany product plans
Date Posted: 04/24/2002

Actually, we just introduced our biggest new product initiative in over a year with the launch of E.6 -- the latest version of our full suite of CRM products. This release, which began shipping in March, includes literally hundreds of feature enhancements to our E.piphany Marketing and E.piphany Sales product lines; several new products including E.piphany Sales Intelligence (a guided selling application that puts customer information and analysis at sales reps' fingertips) and E.piphany Dialogs (an intelligent agent scripting application for personalized customer interactions); and a next-generation common platform and toolset for all our products based on J2EE. The next major product milestone will be the introduction of the E.6 version of our E.piphany Service product this summer.

Author: lilja37
Subject: "Smart" CRM
Date Posted: 04/24/2002

What does E.piphany mean when it refers to "Smart" CRM?

Posted in response to: "Smart" CRM
Author: MikeTriggEPIPHANY
Subject: What is "Smart CRM"?
Date Posted: 04/24/2002

Smart CRM is a term we've coined at E.piphany to refer to our suite of CRM products, E.6. We use the term "smart" for several reasons:

- First, E.piphany's origins are in customer analytics software. These applications enable companies to understand their customers better in order to identify segments, personalize interactions, predict behavior and otherwise improve an organization's customer intelligence and consequently customer relationships.

- Second, E.piphany applications utilize this intelligence about customers to drive smart customer interactions in real-time, such as recommending the perfect product to sell, instantly offering a loyalty reward, or branching an agent dialog based on an individual customer's profile. By utilizing customer insight to drive interactions, your sales people, service reps and other "front line" employees can act smarter and improve customer relationships.

- Finally, E.piphany's solutions are smart in their architecture and design. Based on the most open and innovative CRM platform, E.piphany products can be rapidly implemented, easily integrated with existing systems, and modularly deployed via an entirely thin-client browser-based interface. The result is rapid time to value, flexibility, and demonstrable ROI -- smart for your business.

Author: searchCRM
Subject: Real-time analytics for successful CRM
Date Posted: 04/24/2002

Why are real-time analytics an imperative for successful CRM?

Posted in response to: Real-time analytics for successful CRM
Author: MikeTriggEPIPHANY
Subject: Re: Real-time analytics for successful CRM
Date Posted: 04/24/2002

Every interaction with a customer is an opportunity to increase revenue, improve customer satisfaction, and build customer loyalty. RT analytics allows you to maximize the value of each customer interaction with highly targeted, personalized marketing offers to the right customers at the right time. Without Real-Time you run the risk of making inappropriate or redundant offers that might annoy rather than benefit your customers. Real-Time can enable companies to increase their sales revenue without wasting time, money, or customer attention on inappropriate, unavailable, or unappealing offers. With RT capabilities baked into all sales, marketing and service applications employees are more effective, and have personalized and relevant interactions with customers that actually deliver on the promise of CRM – improving customer relationships.

Posted in response to: Discussion Day April 24th with E.piphany
Author: hborges67
Subject: Integration with Siebel
Date Posted: 04/24/2002

Today its possible make a integration beetwen Siebel and E-Piphany? how can we do that? do you have some material about it? where we can find it?
Thanks,
Horacio Borges
Banco Mercantil
Venezuela

Posted in response to: Integration with Siebel
Author: MikeTriggEPIPHANY
Subject: E.piphany-Siebel integration
Date Posted: 04/24/2002

Absolutely. Integration between E.piphany and Siebel is not only possible, we have several live customers who have done it. This integration can take several forms:

- Data Extraction -- using our powerful visual ETL tools, we can extract data from Siebel databases and populate our analytic system. This is a great way to analyze customer information across Siebel and other enterprise systems in an integrated way -- gaining a single view of your customers for segmentation, real-time marketing, campaign creation, etc.

- Offer Extension -- another possible integration is for personalized recommendations (such as marketing offers, retention campaigns, discounts, etc.) generated by E.piphany to be pushed into the Siebel interface in real-time. This real-time customer intelligence is a great way to add value to a Siebel call center or SFA application.

- Data Integration -- yet another possible integration point is with our "operational CRM" products. The E.piphany Sales and E.piphany Service applications have a flexible data model that enables them to map out directly to Siebel or other systems for accessing data necessary for achieving a single view of your customers. We can do this integration directly via standard interfaces (e.g. XML, ODBC, etc.) or via EAI middleware. This open-ness of the E.piphany system is a tremendous asset, whether integrating with Siebel or other legacy applications in your enterprise.

Posted in response to: Discussion Day April 24th with E.piphany
Author: JVollersCompaq
Subject: E.piphany Function and integration w/ other software
Date Posted: 04/24/2002

I've run accross your product with several customers in the Northeast while discussing Compaq's Zero Latency Enterprise Technology.
I would like to understand what bi-directional interfaces with e.piphany are available and what functions e.piphany fulfills. A reference to a product overview would be fine.

Also a technical contact for follow-on discussion would helpful.

John Vollers
Compaq Computer Corporation

Posted in response to: E.piphany Function and integration w/ other software
Author: MikeTriggEPIPHANY
Subject: Interfaces and Compaq's ZLE
Date Posted: 04/24/2002

I gather from your handle that you work for Compaq. If this is the case, you may know that Compaq is a major customer of E.piphany's.
As to your question on interfaces, this page on our web site gives a good overview of our architecture, including a page on integration capabilities.
http://www.epiphany.com/products/technology.html

If you are considering a purchase of E.piphany you can engage someone in our sales organization or a technical sales person in your region via our site at http://www.epiphany.com/about/contact.html

Or, if you're interested in enlisting E.piphany in Compaq's ZLE program, you can e-mail me at mtrigg@epiphany.com and I can put you in touch with our bus dev people.

Author: narentimecubeinc
Subject: Graphic Interface
Date Posted: 04/24/2002

What kind of graphic interface exists for the end user to segment customers? Is there any documentation on this that you can direct us to?

Posted in response to: Graphic Interface
Author: MikeTriggEPIPHANY
Subject: Segmentation UI
Date Posted: 04/24/2002

E.piphany's UI for customer segmentation, like all E.piphany functionality, is entirely browser-based so it can be easily deployed to users across your enterprise. We provide powerful visualization technologies for graphical representation of customer segments, outliers, trends, simple reports, and other information. We also utilize dynamic HTML which runs in the browser for a very responsive user experience. Furthermore, we've put a great deal of usability design effort behind an intuitive, easy-to-learn interface that breaks complex analysis (such as customer segmentation) into simple steps described in lay person's terms. This capability means that business professionals can perform sophisticated analysis without having to learn arcane SQL queries or rely on an over-extended data mining team.

Author: searchCRM
Subject: J2EE
Date Posted: 04/24/2002

Your new CRM suite E.6 leverages J2EE. What are the benefits of a Web services/J2EE architecture for global companies?

Posted in response to: J2EE
Author: MikeTriggEPIPHANY
Subject: Re: J2EE
Date Posted: 04/24/2002

Many global organizations are standardizing on applications that run on the most modern enterprise software architecture, J2EE. There are many advantages to the J2EE standard, including flexible deployment, simplified system integration, readily available IT skills, enterprise-class scalability, and increased platform independence. These and other attributes of J2EE allow companies to be more nimble and better able to adapt quickly to changing business demands and processes.

In addition, the J2EE standard is ideal for the emerging world of Web services. By supporting SOAP, XML, WSDL, and other Web services standards, applications such as E.piphany's that leverage J2EE can easily plug into an enterprise-wide Web services environment, enabling companies to share information and processes across systems.

Author: fannyd
Subject: Epiphany analytics
Date Posted: 04/24/2002

Can the analytic module of Epiphany analyze the customer profile to help to prevent the laundry money in a bank ?

Posted in response to: Epiphany analytics
Author: MikeTriggEPIPHANY
Subject: E.piphany analytics
Date Posted: 04/24/2002

Sure. This is a specialized solution, but what makes something like detecting money laundering *hard* is exactly what E.piphany's Analytic Services product does particularly well. First, you need to access and aggregate data from a vast number of systems. E.piphany's powerful ETL tools make data extraction straight forward and enable you to structure that data in such a way as to optimize and accelerate queries against it.

Second, you need to be able to scale to huge levels. A data mart/warehouse for doing such analysis is going to be big by necessity. E.piphany has proven scalability to handle queries against multi-terabyte databases at the world's largest companies -- including Microsoft and Cisco. Finally, you need to have flexible analysis tools that can be applied to solving business problems. E.piphany's easy-to-use packaged analytics tools, such as outlier detection and regression analysis, make identifying an issue such as potential money laundering straight forward.

Posted in response to: Discussion Day April 24th with E.piphany
Author: sweeneygroup
Subject: Stand Alone or Part of a Best of Breed Approach
Date Posted: 04/24/2002

Mike,
Could you explain when someone might want to use E.piphany as a complete (stand alone) solution vs. when it makes more sense to integrate with another CRM package -- like Siebel or Pivotal.
- Paul

Posted in response to: Stand Alone or Part of a Best of Breed Approach
Author: RoyCamblinEPIPHANY
Subject: Stand Alone or Part of a Best of Breed Approach
Date Posted: 04/24/2002

Paul, it depends on an organization's specific situation. If you have nothing installed, or what you have is so bad you're ready to abandon your prior investment, or what you have won't get you to where you need to go...then you're probably better off clearing the deck and starting fresh with a full footprint CRM implementation. However, few organizations have that luxury. New CRM investments need to strap to existing systems, and not only deliver the functionality they were brought in for, but also enhance the functionality of surrounding legacy systems in ways that extend or improve the ROI on prior investments, while providing an easy functional migration path to the new CRM platform that allows the other out-dated systems to simply atrophy over time. The Epiphany suite of products is uniquely positioned to handle all of the above scenarios in an elegant, cost effective manner. FYI...in 25 years in senior systems jobs, I've never seen a "Best of Breed Approach" succeed. You won't find agreement on what best of breed is, and it's normally an excuse for everyone in an organization being allowed to do their own thing within their vertical function, resulting in a mess of expensive, disparate systems that never seem to get fully integrated. If you go with a CRM suite that is "friendly" to legacy systems and offers a level of respectable sufficiency across a broad functional front, your organization and your customers will be better served.

Author: IndiConsultant
Subject: Epiphany-Seamless Suite or Disparate Apps.
Date Posted: 04/24/2002

I am an independent consultant and it was my understanding that the Epiphany suite of CRM applications were disparate applications that were acquired from other companies. My understanding is that you have to apply substantial consulting resources to tie those applications together (marketing, sales, support). Has that basic issue been resolved for the new product release or are consulting resources still needed to tie those applications together. This is obviously a key issue for a true CRM implementation.

Posted in response to: Epiphany-Seamless Suite or Disparate Apps.
Author: MikeTriggEPIPHANY
Subject: E.piphany suite
Date Posted: 04/24/2002

Like many vendors, E.piphany did make some acquisitions in 2000 to extend our product footprint. However, these products have been integrated as of the E.5 release a year and a half ago. The common architecture of the acquired products -- web-based, metadata driven, open interfaces, etc. -- facilitated that rapid integration. With the E.6 release, we are taking this level of seamless integration even further with the introduction of a new J2EE-based platform that underlies all our products. We have also introduced a new set of configuration tools to simplify implementations.

Of course, large enterprise CRM deployments are inherently complex. And we recommend companies work with one of our partners, our Professional Services organization, or consultants such as yourself, to ensure a smooth implementation.

Author: searchCRM
Subject: Web-based CRM
Date Posted: 04/24/2002

What are the benefits of having a web based CRM solution?

Posted in response to: Web-based CRM
Author: RoyCamblinEPIPHANY
Subject: Re: Web-based CRM
Date Posted: 04/24/2002

Web based CRM is easier to deploy than traditional client server models resulting in a lower total cost of ownership while providing tremendous business flexibility. Such as the ability to house your software in a separate location from your call centers. We've been web architected from day one and just released E.6, our sixth-generation Web architecture, built around Web services and support for standards including UDDI, WSDL, and SOAP. An architecture like ours is a dream for system integrators, IT professionals and users who all benefit from the thin client user interface making anytime, anywhere access a reality.

Author: searchCRM
Subject: Types of analytics
Date Posted: 04/24/2002

Can you discuss the different types of analytical offerings?

Posted in response to: Types of analytics
Author: RoyCamblinEPIPHANY
Subject: Re: Types of analytics
Date Posted: 04/24/2002

E.piphany offers a broad family of analytic capabilities. E.piphany reporting and analysis applications provide OLAP and data-mining functionality in the form of Rows & Columns, Trends for time-series projection, Highs & Lows for anomaly detection, Clusters for segmentation, Profiles for visualization, Influences for classification and regression, and Bayes Classifier. E.piphany Real-Time uses self-learning data-mining algorithms and provides collaborative filtering technology. E.piphany provides several methods of analysis to help business users gain insight into their customers and to allow them to quickly turn that insight into action across marketing, sales, and service applications.

Author: fannyd
Subject: Epiphany Service utilization
Date Posted: 04/24/2002

Could Epiphany service be use like a development tool to design a system for control and follow the projects that a company have with multiple customers?

Posted in response to: Epiphany Service utilization
Author: MikeTriggEPIPHANY
Subject: E.piphany Service utilization
Date Posted: 04/24/2002

The E.piphany Service product is an application, not a development tool. However, we do provide a robust customization environment that is part of our platform and can be used for configuring application functionality for your specific business needs. The advantage to the E.piphany products is that all application changes -- such as adding unique data elements, business logic, or UI -- are done declaratively in metadata that *describes* the application. This approach (as opposed to hard-coding such changes as required by most other systems) is much faster, provides more flexible, and dramatically simplifies future upgrades -- even of highly customized applications. Because of this flexibility, we have customers who track all sorts of company- or industry-specific information relevant to their customers, so tracking projects as part of that single view would be very straight-forward.
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