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					Pivotal CRM Integration Solutions
CRM That Fits Your Business
    Pivotal CRM Integration Solutions


            Most businesses store critical customer data in as many as 40 different silos, scattered across the
            enterprise. For customer‑centric businesses, achieving a single, unified view of the customer requires
            tight integration of a range of software, including both CRM applications and back‑office technology.
            To be successful, all employees must have the right information when they need it, on their device of
            choice, regardless of connectivity or location.

            The solution is to link information systems and integrate    different parts of the customer information puzzle, is
            business processes between departments. When customer        the best approach. And each of these solutions must
            information is shared across the enterprise, companies can   have the capacity to change over time as business needs
            target marketing messages more accurately, deliver better    evolve. By implementing an integration framework
            customer service, and sell more effectively—all while        that encapsulates a variety of products, tools, and
            improving the efficiency of internal operations.             methodologies,	businesses	retain	the	flexibility	to	tackle	
                                                                         specific problems with the best solutions, and then
            However, the technical hurdles that must be overcome         extend	these	solutions	as	required.
            to integrate customer information between systems can
            be daunting:                                                 From integrating business processes to replicating data
                                                                         to linking telephony systems, Pivotal CRM’s integration
            •	 Expanding	the	availability	of	data	sources	               framework is designed to leverage middleware
               company‑wide—despite myriad data formats and              components, third‑party adapters, and Web Services. It
               database systems                                          provides a standards‑based way to significantly decrease
            •	 Integrating	business	processes	to	raise	productivity	     the time and effort needed to integrate Customer
               levels and increase automation                            Relationship Management (CRM) systems with other
                                                                         enterprise applications and data.
            •	 Connecting	software	applications	across	departments	
               to provide users with richer functionality                The	right	mix	of	tools,	best	practices,	and	integration	
                                                                         standards	combined	in	a	flexible	framework	enables	
            •	 Merging	call-center	communications	into	a	central	        customer‑centric businesses to improve the sharing of
               repository with other customer interaction channels       critical information across the enterprise—predictably
            No single, off‑the‑shelf integration solution can deal       and cost effectively.
            with all of these requirements—there is no silver bullet.
            A combination of solutions, each designed to integrate




2   Pivotal CRM Integration Solutions
Integration Products

   Enterprise-wide	access	to	prospect,	customer,	and	product	data	through	common	applications	transforms	CRM	from	a	
   data‑input system to an interactive data repository, unifying information in a single desktop interface that substantially
   improves user productivity and efficiency.
   The Pivotal CRM team provides a number of pre‑packaged solutions that enable both data‑to‑data and data‑to‑
   application	integration	out	of	the	box.	These	solutions	enable	end	users	to	work	seamlessly	in	their	application	of	
   choice, while ensuring that corresponding data held in the Pivotal CRM system is always updated.

   Pivotal CRM Integration with                                                     Pivotal CRM Integration with Microsoft Office
   Microsoft Outlook                                                                Pivotal CRM leverages the research and reference
   We offer two distinct solutions that enable end users to                         capabilities in Microsoft® Office 2003; this solution enables
   work in either Microsoft® Outlook® or Lotus Notes:                               users to add relevant Pivotal CRM‑based information
                                                                                    to documents without having to switch between
   •	 Seamless	integration	with	Microsoft	Outlook	is	                               applications:
      provided	out	of	the	box,	enabling	users	to	create	and	
      update their Outlook tasks, email and appointments                            •	 Pivotal CRM Research Services—enables users to
      within Pivotal just as if they were working in Outlook.                          access data in their Pivotal CRM system instantly from
                                                                                       Microsoft Office applications, such as Microsoft® Word,
   •	 LinkPoint	for	Pivotal,	created	by	CDC	Software	partner	                          Excel,® PowerPoint,®	Outlook,	and	Internet	Explorer,	
      LinkPoint360, allows users to create, update and                                 without opening the Pivotal CRM application itself.
      store Lotus Notes email, tasks and appointments
      within Pivotal, ensuring users always have up‑to‑date
      information, whether they’re in the office or on                              Pivotal Integration with Microsoft SharePoint
      the road.                                                                     Pivotal CRM is pre‑integrated with Microsoft SharePoint,®
                                                                                    which allows the creation of personalized portal pages.
                                                                                    End	users	can	personalize	their	portal	by	adding	new	
                                                                                    web parts (which can be defined by the customizer or
                                                                                    imported from any third party, including Microsoft) and
                                          `
                                                                                    modifying	existing	web	parts.	
                                                                                                                       Pre‑defined portal pages can
             Mobile Client      Smart Client         Wireless Client
                                                                                                                       be set up by functional
                                                                                                                       area—for	example,		a	portal	
                                                                       ERP System
                                                                                        ERP System
                                                                                                                       designed for sales people,
                                                                                                                       another for customer support
                                                                                                                       representatives, and others
      PBX                                                                                                              specific to each stakeholder
                                                                                        EAI System         HR System   group in the organization. This
     IVR                           Pivotal                                                                             provides a highly personalized,
                               Business Server
    Server                                                                                                             relevant, and visually enhanced
                                                                                                                       portal for each user.
                                                                                    Manufacturing System




                                 Database

                                                 Research Services
                                                                                       External Vendor
                             Microsoft   Microsoft
                             Outlook      Office

   Figure 1: Pivotal CRM Integration Network

                                                                                                                            Pivotal CRM Integration Solutions   3
    Integration Methodologies

             Pivotal	CRM	solutions	support	a	number	of	leading	integration	methodologies,	such	as	Enterprise	Application	
             Integration	(EAI),	point-to-point	integration,	Web	Services	integration,	and	telephony	integration.	By	applying	these	
             methodologies and combining them with key Pivotal CRM products, companies can decrease implementation time
             while	retaining	the	flexibility	to	modify	each	integration	solution	as	business	requirements	change.

            Point‑to‑Point Integration                                      Enterprise	Application	Integration
            Point‑to‑point integration is a cost‑effective solution         Enterprise	Application	Integration	(EAI)	is	a	set	of	
            that requires a smaller technology footprint and                methodologies designed to enable the unrestricted
            shorter	implementation	timeline	than	a	full-scale	EAI	          sharing of data and business processes throughout
            implementation. It is typically based on scheduled, batch‑      networked applications or data sources across the
            data integration between departments. Point‑to‑point            enterprise.	The	ultimate	goal	of	an	EAI	strategy	is	
            solutions enable data to be shared between Pivotal CRM          to	create	a	common	virtual	information	system.	EAI	
            and other key enterprise applications, such as integrating      typically involves large budgets, multiple systems, and
            Pivotal CRM with Microsoft® Great Plains.® The resulting        an advanced technology infrastructure; it also requires
            solution minimizes the information gaps across the              high levels of technical proficiency and substantial
            enterprise that lead to missed opportunities, lost revenue,     implementation resources.
            and high selling costs.
                                                                            Using the Pivotal CRM Integration Connector in
            •	 Scribe Integrate for Pivotal CRM	is	a	flexible	point-        combination with middleware such as Microsoft BizTalk,®
               to‑point solution that can be used to integrate Pivotal      Sun SeeBeyond,™ Tibco Software,® or webMethods®
               CRM with a broad range of enterprise applications,           enables Pivotal CRM to be integrated with any XML‑based
               such as SAP,® Oracle,® and Microsoft Great Plains. With      EAI	strategy.	The	Pivotal	CRM	Integration	Connector	is	
               graphical, point‑and‑click functionality, Scribe Integrate   a set of tools that includes an XML adapter, integration
               for Pivotal CRM makes it easy to create templates that       interface, and configuration client. Together, these tools
               are reusable, portable, and easily modified. With all of     enable the Pivotal CRM system to connect with any
               the tools necessary to design, build, operate, manage,       existing	integration	scheme,	which	offers	flexibility	in	
               and	maintain	migrations	and	complex	two-way	                 the	way	business	processes	are	developed,	executed,	
               integrations between any number of systems, Scribe           managed, and distributed.
               Integrate for Pivotal CRM is a quick, cost‑effective
               solution for synchronizing customer information              In practice, any enterprise application that can be
               between applications, facilitating lead integration, or      connected to middleware can be connected to Pivotal
               creating	quote	and	order	integration	with	ERP	systems.       CRM;	examples	include	SAP,	Oracle,	Oracle	JD	Edwards,®
                                                                            and Oracle PeopleSoft.®




4   Pivotal CRM Integration Solutions
Custom Integration                                             The Pivotal CRM architecture includes an XML‑based CRM
Pivotal CRM offers a range of tools and technologies to be     server that supports an array of applications, clients, and
used	for	situations	in	which	a	complete	EAI	solution	is	not	   users; it provides security, transaction capabilities, and
warranted and a point‑to‑point solution is inappropriate.      authentication for Web Services as information is consumed
The	most	common	example	of	such	a	situation	is	a	data-         and presented. Web Services are delivered through the
warehouse feed, which typically involves high‑volume,          Pivotal CRM Web Client, which can be customized to enable
batch‑oriented data loading. In these cases, Pivotal CRM       remote access to application functionality as required.
can be integrated in one of several ways:
•	 Direct	integration	with	the	the	Pivotal	CRM	Business	
                                                               Telephony Integration
   Server	API	(XML	and	.NET)                                   Integrating CRM with a call‑center or contact‑center
                                                               infrastructure ensures that all customer interactions,
•	 Integration	with	the	back-end	database                      regardless of channel, are recorded in a common customer
                                                               repository. This process, called Computer Telephony
•	 Integration	through	OLE	Control	Extensions	(OCX)
                                                               Integration (CTI), offers a number of features:

Web Services                                                   •	 Screen Pops—incoming calls and corresponding
                                                                  customer information arrive at an agent’s workstation
Web	Services	dramatically	reduce	the	cost	and	complexity	
                                                                  simultaneously, which eliminates the need for the agent
of integrating applications, information systems, and
                                                                  to look up the information manually.
business processes. Web Services can be used to deliver
non‑transactional, supplementary information, such as          •	 Call Routing—incoming calls are controlled and
news feeds, static information dashboards, and additional         routed to agents based on rules, such as customer
company information; they can also be used to support             preferences, product history, or IVR selections; the
transactional information, such as new customer initiation        workload is distributed to ensure that the right agent
and order fulfillment. For organizations that need to             takes the right call.
integrate business‑to‑business systems, interoperate with
applications	outside	the	enterprise,	or	connect	to	external	   •	 Soft Phone—a software‑based telephone interface
websites, Web Services are a good choice.                         dials outbound calls and tracks agent phone activities.

Pivotal CRM’s three‑tier architecture is built on the          Pivotal	CRM	Interaction	Connector—Universal	Edition	
Microsoft®	.NET	framework,	which	enables	Pivotal	CRM	          provides a vendor‑agnostic link between Pivotal CRM
to integrate with, publish, and consume Web Services.          and typical call center telephony infrastructure (including
Additionally, Web Services can be generated for any            IVRs,	ACDs,	PBXs,	and	more).	The	connector	enables	
business object defined in the Pivotal CRM system.             businesses	to	leverage	existing	hardware	investments,	
                                                               while facilitating a move to newer technology, such as
                                                               IP‑based contact centers (e.g., I3 Customer Interaction
                                                               Center,® Avaya IP Office® or Cisco® IPCC).




                                                                                               Pivotal CRM Integration Solutions   5
Pivotal CRM Integration Solutions
    The	Pivotal	CRM	team	at	CDC	Software	is	a	leading	provider	of	customer	relationship	management	(CRM)	software	
    applications. Pivotal CRM is the only CRM solution offering rich functionality, a full application suite, and best‑in‑class
    customization	capabilities,	all	with	a	low	total	cost	of	ownership.	We	offer	flexible	solutions	tailored	to	fit	the	complex	
    processes and industry‑specific data models, workflows, and end‑user requirements of each organization we do
    business	with.	Through	our	experiences	with	more	than	1,800	customers	in	over	35	countries,	we’ve	learned	how	
    to help businesses craft a CRM strategy that achieves real, measurable results. We deliver CRM that fits the needs of
    businesses	today—while	offering	the	flexibility	to	help	them	seize	the	emerging	business	opportunities	of	tomorrow.




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                                                                         Pivotal CRM. All other marks referenced are marks of their respective companies.

				
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Description: The Pivotal CRM team at CDC Software is a leading provider of customer relationship management (CRM) software applications. Pivotal CRM is the only CRM solution offering rich functionality, a full application suite, and best-in-class customization capabilities, all with a low total cost of ownership