1. Commercial -of-the-shelves R.H.W. Claassens, 2001

6. Build, Buy and Blend Time-to- Market Flexibility High Slow Low High Develop from Scratch Packages Busines Process Components Application Templates Source : Gartnergroup

7. Productivity through Component reuse = Bought/ Subscripted = Built = Wrapped Legacy Package TC TC BC BC BC BC BC BC Application B Application A Application C Application D TC = Technical component BC = Business component Source : Gartnergroup

10. Simple life cycle for COTS-intensive systems P P P Cots market Qualify Adapt Assemble Examine which product ? Select which product ? Use which product features ? Insulate which products ? Which design gets the most from the products ? Which design best meets market ? Upgrade the product? Switch to compelling technology ? Switch to competing technology ? Source : [R1] Update

12. Evaluation is ubiquitous across the COTS life cycle P P P Cots market Qualify Adapt Assemble Update Evolution does not only appear in the step, where products are qualified and selected… In each of these activities there is an element of choice, decision, and selection and hence of evaluation   Source : [R1]

23. Example : A call center solution `` Backoffice out in PBX VOX6110 Aspect/ CTI Banking system CRM-2 CRM-1 Fax Server Edge / VSI PSTN Voice logging RIS for Windows + DDE ODBC+files ActiveX Email Server t.b.d. Voicemail Server Aspect ACD Aspect Campaign Mngt SMTP c c IVR ? Softdialer Edge Agenda planner MS Exchange Locator MS Access Knowledge Digidoc/IIS MS SQL server Dialog scripting Edge C-tree HTML ActiveX uit files files TCP/IP sockets Aspect/ CTI Additional Email management functionality is required Internet Aspect Nicelog

24. E-mail (response) Management System Email Or Webform Respons management Content analyses Content Tracking ERMS Outputs Auto Acknowledgements Fully automated response Autosuggest response CRS Customer Information Repository Source : Gartnergroup Email Server

25. The essence van “Customer Relationship Management” The right message on the right moment !! Which value added has the customer for your company ? Which experiences did the customer have had with your company ? Who are your customers ? In which product purchasing is your customer ? In which type of products is your customer interested ? In which state of life is your customer ? Know your customer Customer

26. Gartner Report (some fragments) The Transformation of ERMS and E-Service 24 January 2000 Donna Fuss Through demand will increase for applications that assist with managing customer e-mails, the majority of standalone ERMS vendors will leave the market by 2003…… … .. … .We expect 98 percent of the stand alone ERMS vendors to be out of the standalone ERMS vendors to be out of business by 2002 (0.9 probability) because customers will no longer be interested in addressing e-mail and will be unwilling to do the integration. Bottom Line : ERMS continue as good tactical solutions, but remain mostly no strategic because the vast majority are not integrated into more-complete, front-office-servicing suites, which are required to provide a complete new view of the customer through multiple channels. Prospects looking into address today's pain point should invest in an ERMS, but must understand that this investment is outdated within two years and that they are responsible for integration ` Update < 2 years

27. 71 Brightware Number of customers N/A Cisco/Webline 200 eGain 50 eShare 85 General Interactive 50 Genesys Labs / Alcatel N/A Interactive Intelligence 200 Kana 50 Lucent Technologies 225 Mustang 9 Octain Software 75 Quintus/Acuity 81 RightNow Technologies 22 ServiceSoft 65 SRA International 3 6% Market share 17 % 4 % 7 % 4 % 17 % 4 % 19 % N/A 6 % 7 % 2 % 6 % Not statistical relevant Comments Cisco’s E-Mail Manager 3.0 available 11/99 eShare NetAgent Re-Sponse became available in 09/99, 10 to 20 customers in production Has a base of 300 customers; announced eFAQ product for e-mail response management in 11/99 Sold 75 in 4Q99 Released e-Mail Starter Pack Claims 150 users of Webcenter product; 125 resulted from Acuity acquisition; GartnerGroup estimates based on 23 percent of hosted-customers Claims 350 customers on a hosted or nonhosted basis; email users estimated based on 23 percent of hosted customers using email As of 09/99 Consulting firm created an ERMS product Release 1.0 available 09/99; release 2.0 was due 12/99 Webtone Technologies Vendor ERMS Vendor and Market Share Example of an ASP solution

28. Customer-service-and-support (CSS) CRM products Siebel Clarify Vantive Silknet Octane Chordiant CorePoint Oracle Ability to execute Completeness of vision IMA ERP High Low Low High Source: Gartnergroup, March 2000 “ Magic quadrants’ compare products in terms of two high level criteria”

29. What’s under the covers – Suit or interfaced bundle ? 1) An interfaced Best-of-breed solution Vendor X Vendor Y Vendor V Vendor Z Vendor V Vendor V 2) Interfaced Application Bundle 3) Best of Cluster

30. Overlappings Gaps Functionality GUI CONTROL ENTITY Functionality problems Can overlapping functionality be switched off ? How can the gaps be filled in ? Do Layering structures fit together ? Do the security en authorization models fit together ? Problems

31. Example : A call center solution An additional Email management COTS-solution can lead to additional redundancy in data and functionality Multi-channel Front-office Outbound Inbound FAX Post IVR Web Assist Me Telephone Email GEA Office Visit Current Front-office applications

32. different interface Interface lacks Openness GUI CONTROL ENTITY Connectivity problems Problems DCE ? Corba ? JAVA RMI ? SOAP ? SQL ? XML ? DDE ? OLE automation ? DCOM ?

33. Example : A call center solution The Additional Email management functionality must be integrated with the current call center functionality Windows-server Edge software architecture Edge server Windows-client (1) Windows-client (2) Edge client proces (1) Edge client proces (2) SQL Database Edge server proces Edge Terminal Server Edge Terminal Server screen display protocol ODBC client events protocol Read, load or mutation of tables via database tools, API’s and/or ODBC TCP/IP-Socket ActiveX Client/server C-libraries Edge server proces Windows-server Dcom Server ActiveX CTI A prosible bridge to other communicatie protocols Application ActiveX HTML Browser HTML Server HTML Presentation Interface Function Interface Data Interface Type of interface DDE, ActiveX, HTTP/HTML, TCI, TCP/IP-sockets, DCOM, MQ/XML ODBC/SQL Protocol Interfaces and protocol ? DDE

38. Product Assessment Factor (1) Current released version of the product fully meets our requirements Current released version of the product meets most of our requirements. Future version fully meets requirements. Current released version of the product must be modified (by either the vendor or us) to meet our requirements. Functionality Product fully meets performance requirements for system. Product nearly meets performance requirements and shortcomings are not critical, or will be met in future versions or with hosting on faster hardware. Product does not meet performance requirements in critical areas (e.g., transactions/second). Performance Product is available on target platform and hosted on other platforms that may be required in future. Product is hosted on single platform required by system —not hosted on other platforms Product is not currently hosted on target platform — may be in future. Platforms Product meets security requirements for project. Product meets most security requirements for project —others can be handled procedurally or using other means. Current version of product will not handle security requirements of the project. Security Product meets security requirements for project. Product meets most security requirements for project —others can be handled procedurally or using other means. Current version of product will not handle security requirements of the project. Security Product is stable and has proven itself over time with its customer base. Product can handle error situations gracefully and recover. Product has occasionally errors but none will result in data loss or other critical problems. Product has errors that result in data loss, work lost, system crashes, etc. Reliability Low Risk Moderate Risk High Risk Example Of Product Evaluation List Product Assessment Factor (1)

39. Product Assessment Factor (2) Product has an easy to understand interface and requires modest training. Can handle a range of users —from novice to expert. Product requires some training to use properly Product has difficult user interface and requires training for users to become proficient. Usability Product can interface to other products and can be controlled by custom code. Product has some capabilities to interface to other products and custom code. Product is closed and does not work well with other products and custom code. Openness Vendor provides 1-2 optional point releases per year and requires a major release every two years to stay supported. Vendor requires a major release at least every year to stay supported Upgrades User manuals and support documentation are of extremely high quality. User manuals and support documentation are of adequate quality User manuals and support documentation do not exist. Documentation Product cost has minimal impact on overall system (e.g. little or no reduction or modification of requirements)Product costs up to 50% less than similar products Product cost has moderate impact on overall system (e.g., low to moderate priority reqmts delayed)Product costs within 10% of market average for similar products. Product cost has major impact on overall system (e.g. cost magnitude forces critical reqmts delayed) Product costs up to 50% more than similar products. Cost Low Risk Moderate Risk High Risk Example Of Product Evaluation List Product is stable and has proven itself over time with its customer base. Product can handle error situations gracefully and recover. Product has occasionally errors but none will result in data loss or other critical problems. Product has errors that result in data loss, work lost, system crashes, etc. Reliability

41. Vendor is established company, with quality workforce and facilities. Can attract and retain necessary talent. Vendor organization still fluid, with changes to staffing, work program and facilities. May be in high growth situation. Company is start-up and situation is highly dynamic. Organization Background Low Risk Moderate Risk High Risk Vendor Assessment Factor(1) Solid market position for vendor. Viewed as one of the leaders. Vendor is known in the market or is new entrant that is quickly becoming established. Vendor is not known in this market. Market Position Vendor is working in a market that is well established. Vendor is working in a market that experiencing moderate growth or change. Some vendors will be bought by others Vendor is working in a new market —a volatile situation where products and players are not yet established. Early leaders are often in fleeting positions of market dominance. Market Volatility External reviews from objective sources consistently give high ratings to the vendor’s products. External reviews of the vendor’s products are mixed. The vendor received multiple external reviews that indicate problems with product quality, schedule, etc. External Reviews Vendor has strategic partnerships with several other vendors with complementary products and services. This may provide other opportunities to use COTS. Vendor has a few partnerships, some may be too early to determine strategic utility. Vendor has limited or no partnerships. Partnerships Vendor has solid financial situation, including growing revenue stream, strong ratings. Vendor has a mixed financial picture. May have strong revenue stream but no profit margin. Vendor has financial problems, such as poor credit, low revenues, low profit margin or ROE, etc Financial Example Of Vendor Evaluation List

42. Easy to gain insight into future business direction of vendor. Easy to access key personnel at vendor. Some insight into future direction of vendor. Can access key personnel some of the time. Future business direction of vendor is unknown and access to key personnel is difficult. Access and Visibility Low Risk Moderate Risk High Risk Vendor Assessment Factor(2) Example Of Vendor Evaluation List