Overview of Amdocs CRM

Amdocs CRM provides customer asset management systems that are typically used in call centers. Amdocs CRM automates front-office functions such as help desk support, customer sales and service.

Amdocs CRM delivers two relationship management solutions:

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Amdocs eFrontOffice (CeFO) integrates a company's web site, e-mail, and phone systems to enhance customer support. By maintaining a database of all interactions the company has had with a client, Amdocs CRM can help manage sales leads, route customer calls and offer self-service over the web. The main components of CeFO are Amdocs database, Amdocs server, Amdocs Client, and the Amdocs Web Client.

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Amdocs database is a relational database that contains customer data (information about the user’s activities, contacts, and so on).

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Amdocs server hosts the Amdocs database.

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Amdocs Client is the user interface used to input and retrieve information from the Amdocs server.

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Amdocs Web Client is a web application that helps to interact with customers as well as business partners.

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Amdocs CRM eBusiness Framework is an eBusiness Web application that helps in interaction with customers and business partners. The main components of Amdocs CRM eBusiness Framework are CBOs and CBO Data Service.

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Amdocs CRM Business Objects (CBOs) are part of the Amdocs CRM eBusiness Framework that are used for developing applications for the CeFO database. CBOs consist of Java Beans and ActiveX controls that provide an API to perform create and update operations in the CeFO database. A CBO implements the Amdocs data model and encapsulates the application logic by providing methods and properties that can be used to query or update the CeFO database. For example, the Case business object provides access to case-related data and includes methods for finding, updating, and dispatching cases. CBOs also support eBusiness applications for online sales and service. Examples of eBusiness applications are Amdocs eOrders and Amdocs eSupport.

CBOs can be used in any Java application including Java Server Pages or ActiveX container (such as Visual Basic or Active Server Pages). For example, the Java Server Pages in Amdocs CRM eSupport and Amdocs CRM eOrder use CBOs to create new cases and orders.

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CBO Data Service manages a connection pool. A CBO uses CBO Data Services to query and update the Amdocs database.