Customer Relationship Management

CRM 2002 Vendor Guide - Integration Brokers

Integration Brokers

Perhaps the most challenging aspects of CRM application projects is the integration with other systems where key information and processes are stored. Therefore, integration vendors take on a central role in allowing CRM processes to exist as business flows. Many CRM application vendors have proprietary integration methods, while others depend on third-party products and services. This report lists a few of the more prominent products that support transport, connectivity, transformation (i.e., including syntactic conversion and semantic transformation for XML and other data types), and intelligent routing, among other functions. The direction that integration takes within the enterprise will have profound implications on the role of the CRM applications (see Figure 10).

For more on application integration, see Research Note M-16-8959, "Application Integration Vendor 2Q02 Magic Quadrant,” 14 June 2002. The possible directions include:

· IBM's WebSphere (includes acquisition of Cross Worlds’ Integration Solutions and WebSphere MQ Integrator)

· Mercator's Mercator

· Oracle 9iAS

· SeeBeyond Technology's e*Gate

· Sybase eBiz Integrator (NEON)

· Software AG's EntireX

· TIBCO’s ActiveEnterprise

· Vitria Technology’s Businessware

· webMethod's webMethods Enterprise

Source : Gartner

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Updated on July 2, 2003