Nortel launches CRM business

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Nortel Networks, Brampton, Ontario, slugging it out with Cisco Systems Inc. and Lucent Technologies Inc. in the network hardware market, has launched an entirely new business Ï customer relationship management (CRM). The Canadian company has joined two recent acquisitions, Clarify and Periphonics, to create Clarify eBusiness Applications. Based in San Jose, Calif., the new 2,600-employee unit will specialize in providing software and services for businesses looking to manage all points of contact with a customer, including call centers, Web sites, direct mail responses and sales-force leads. Nortel will compete directly with Cisco, which is also producing software that melds customer information collected from multiple points of entry.
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