This document discusses alternatives to the traditional Clarify user configuration in order to provide more cost-effective access to Clarify data for additional users. It presents Dovetail Software as a Clarify partner that provides thin-client applications and CRM software as alternatives to the standard Clarify thick-client. The webinar will demonstrate how a web-centric architecture using application profiles in Dovetail's software can extend Clarify access to more users without increasing infrastructure costs.

1. Delivering Cost Effective Clarify Access Beyond the Support CenterRusty Coleman – VP Sales & MarketingGary Sherman - CTO

2. Dovetail BackgroundClarify Business Partner providing value-add software and services to Clarify customers1995Founded as First Choice SoftwareThin-client application replacement for the Clarify thick-client utilizing existing Clarify database2001Introduced CRM for ClarifyCompany name changed to Dovetail SoftwareNew ownership to expand company into the broader CRM market2006Thin-client application designed for customer service & support environments in the broader CRM market spaceIntroduced Dovetail CRM2008

3. Webinar ObjectivePresent alternatives for providing an easier and more cost-effective way to enable access to Clarify data for a larger group of users.

4. © 2009 Dovetail Software, Inc. -- CONFIDENTIAL Traditional Clarify User Configuration Support CenterClarify DatabaseMiddle Tier ArchitectureField ServicesManagementSalesAccountingAdministrationInfrastructure costs of adding additional users can be prohibitedSystem performance can be impacted as additional users are addedCost of adding additional licenses is prohibitive for some users

5. Clarify application is more extensive than some users requireAlternative Clarify Information Access OptionsCustom Reports and Dynamic DashboardsDedicated search softwareManual & automated email distribution updatesHosted data warehouses

6. © 2009 Dovetail Software, Inc. -- CONFIDENTIAL Enhanced Clarify User Configuration Support CenterMiddle Tier ArchitectureClarify Database IntranetField ServicesManagementAccountingSalesAdministrationProvides only the necessary functional capabilities for these users

7. Enables access to the application on a mobile phone or laptop browserRemoves the dependencies of a middle-tier architecture for occasional users Provides access to Clarify through a web-centric architecture

8. Application ProfilesUS-based Telecommunications Voice/Data Services CompanyENVIRONMENT: Clarify Version 12 (Support & Logistics)CHALLENGE:Field Services organization and some internal users were restricted from Clarify access due to the need to increase the number of Clarify concurrent users within the Support Center.SOLUTION:Dovetail provided a web-based “light” application that offered a limited function UI that could access the Clarify database from a mobile phone or a desktop/laptop browser. The solution ran in conjunction with the Clarify thick-client application and users.BENEFIT:Cost-effectively extended the access to Clarify for an additional 50 users without purchasing additional thick-client licenses.

9. Application ProfilesUS-Based National Residential Home BuilderENVIRONMENT: Clarify Version 13 / Amdocs 6 (Support & Logistics)CHALLENGE:Needed to add more enterprise users to the Clarify system but current performance limitations and license cost prevented this. SOLUTION:Dovetail provided a web-based “light” application in conjunction with Dovetail’s thin-client agent that will result in a complete replacement of Clarify thick-client application.BENEFIT:A complete replacement of the Clarify thick-client was justified by creating a web-based environment with a mixture of “full-featured” and “light-featured” licenses provided by Dovetail