|
Onyx Software Corporation - CRM Software
(425)
451-8060
1100
112th Avenue N.E., Suite 100
Bellevue, Washington 98004
www.onyx.com
Sales
$58
million
Business Description
Onyx
Software Corporation is a leading provider of enterprise-wide CRM software
solutions designed to promote strategic business improvement and revenue
growth by enhancing the way businesses market, sell and service their
products. We focus on our customers’ success as the prime criterion for how
we judge our own success. Using the Internet in combination with traditional
forms of interaction, including phone, mail, fax and e-mail, our solution
helps enterprises to more effectively acquire, manage and maintain customer,
partner and other relationships. We market our solution to companies that
want to merge new, online business processes with traditional business
processes to enhance their customer-facing operations, such as marketing,
sales, customer service and technical support. Our solution is
Internet-based, which means companies can take advantage of lower costs and
faster deployment associated with accessing CRM software with a simple
browser. Our solution uses a single data model across all customer
interactions, allowing for a single repository for all marketing, sales and
service information. It is fully integrated across all customer-facing
departments and interaction media. Our solution is designed to be easy to
use, widely accessible, rapidly deployable, scalable, flexible, customizable
and reliable, which can result in a comparatively low total cost of
ownership and rapid return on investment.
Our integrated product family allows enterprises to automate the customer
lifecycle across the entire enterprise instead of automating only individual
departments. We target mid- to large-sized organizations and divisions of
Fortune 1000 companies, marketing and selling our software and services
through a direct sales force as well as through value-added resellers, or
VARs, and partners who embed components of Onyx functionality in solutions
targeted to specific vertical industries, which we refer to as vertical
service providers, or VSPs. Our Internet-based solution can be easily
implemented and flexibly configured to address an enterprise’s specific
business needs. We believe our solution provides broad functionality that
enables our customers to compete more effectively in today’s intensely
competitive and dynamic business environment.
Products and Services
Our CRM software solution enables companies to manage their customer
relationships through one integrated, enterprise-wide technology platform.
Users of our solution, including employees in sales, marketing, service and
support, as well as customers and partners, can access the system through a
variety of software interfaces and hardware devices.
Products
We offer a comprehensive CRM software solution consisting of a core
e-Business Engine and three audience-specific portals: the Onyx Employee
Portal, the Onyx Partner Portal and the Onyx Customer Portal. We also offer
a number of complementary products that work in combination with the
portals. This Internet technology platform enables our customers to combine
CRM software capabilities, content from other enterprise systems and the
Internet to manage all aspects of their customer relationships through our
products’ core capabilities, as well as through links to peripheral
enterprise-based and Internet-based applications. The platform also enables
a high degree of flexibility in tailoring our product to meet an individual
customer’s specific business needs.
The Onyx e-Business Engine is the backbone of our solution, and enables
companies to manage customer relationships across departments. Our
e-Business Engine can be divided into four key elements: the Universal
Interface Framework, the e-Business Process Technology, the e-Business Data
Center and the e-Business Integration Framework. These four elements in
combination enable customers to deploy enterprise-class CRM systems in a
scalable and extensible fashion:
• The Universal Interface Framework enables enterprises to deliver customer
data to multiple user communities through a variety of offline and online
interfaces, including Windows-based clients, Internet-based clients,
Outlook-based clients and handheld devices.
• The e-Business Process Technology manages the flow of information and
process through all customer-facing departments, including marketing, sales
and service organizations.
Technology is responsible for CRM activity, including list management,
marketing campaign execution, e-mail marketing, marketing collateral
distribution, lead management, sales process management, forecasting, quote
generation, reporting, service automation, knowledge management, incident
escalation and routing, workflow management, Internet-based qualification,
e-mail support, Internet-based lead capture, Internet-based support, partner
management and other Internet-based and non-Internet-based customer
management processes.
• The e-Business Data Center is an enterprise-wide, customer-centric
solution for managing all customer-related information. The e-Business Data
Center consists of multiple data storage structures, including a
transactional data structure, a reporting/analytics data structure and a
content distribution data structure.
• The e-Business Integration Framework consists of multiple integration
technologies that are designed to enable customers to link our e-Business
Engine with other systems, including Internet-based content, Internet-based
applications, legacy ERP and accounting applications, computer telephony
solutions, reporting applications, commerce solutions and desktop
productivity applications.
Onyx Employee Portal is a personalizable Internet-based interface designed
for use by our customers’ employees. The Onyx Employee Portal can be
configured for multiple internal teams, such as marketing, sales, service
and management, and is designed to provide the applications and content they
require. In addition to providing access to the Onyx solution, end users can
access third-party content and applications from within the Onyx Employee
Portal.
Onyx Partner Portal is a personalizable Internet-based interface designed
for use by partners of our customers. The Onyx Partner Portal includes a
broad set of capabilities that are designed to enable companies and their
partners to share information regarding prospects, customers, marketing,
sales and service to better serve customers. This product also provides a
strong security model for controlling partner access to customer
information.
Onyx Customer Portal is a personalizable Internet-based interface designed
for use by customers of our customers. The Onyx Customer Portal includes a
broad set of capabilities that enable companies to interact with their
customers online, including areas such as literature fulfillment, on-line
profiling, lead capture, customer self help, incident management and profile
management. The Onyx Customer Portal can be integrated with commerce
platforms, such as IBM Websphere and Microsoft Commerce Server.
We typically price our core applications on a per-user basis with varying
price points, depending on the amount of functionality being purchased.
There is also a platform fee that varies depending on the number of users
licensed to use the platform database server. In addition, we offer several
products that complement our core offerings. The pricing structures for
these complementary products vary from flat fees to server-based pricing to
per-user fees, or some combination of such fees.
Onyx Technology
Internet-Based Architecture
The Onyx Internet Architecture is built with Internet technologies designed
to deliver the superior accessibility and manageability required for
large-scale CRM software deployments. This multi-tier architectural approach
has enabled us to deliver thin-client, portal-based offerings that target
internal front-office employees (Onyx Employee Portal), as well as external
customers and partners (Onyx Customer Portal and Onyx Partner Portal). With
the Onyx Employee Portal, front-office employees can access customer
information anytime and anywhere they have a secure Internet connection via
their Web browser. Relevant functionality and information is consolidated in
a single interface for sales, marketing, service and support users.
XML Integration Framework
The Onyx e-Business Engine delivers enterprise-class integration through a
data-driven, component-based architecture that manages data natively as XML
and leverages XML for customization and integration. This XML integration
approach allows our software to integrate directly with other
enterprise-class systems and leading middleware products through COM, CORBA
or Web Services. Such flexibility enables the Onyx portal suite to act as
the foundation and single interface for managing mission-critical customer
and partner relationships. Simultaneously, this approach reduces the
complexity and cost of integration processes associated with non-XML-based,
proprietary architectures.
Enterprise Class Platform
We believe that our CRM software platform provides the extensibility,
scalability and flexibility required by large, enterprise-class
organizations and high-end systems integrators seeking to create
value-added, vertically focused solutions for their customers. The Onyx
platform is an interface-independent platform that provides enterprise-wide
front-office capabilities to the Onyx portal suite and to audience-specific
and industry-specific interfaces. Through highly extensible, data-driven
business services, the Onyx platform lets customers and partners align and
adapt their CRM software solution to meet their unique business objectives.
Partners and customers can adapt existing functionality and create new
functionality by leveraging the object-level infrastructure delivered within
the platform. Through platform optimization, stateless operation, and
caching services, the Onyx e-Business Engine is also designed to scale up to
meet the needs of even the largest and most demanding organizations. Onyx
has benchmarked its application suite at up to 57,000 concurrent users
simulating real-world operating environments. Finally, the customization and
integration framework in the Onyx e-Business Engine provides flexibility for
building business rules, workflow and integration components, which gives
organizations the ability to customize our products to meet complex business
requirements.
Our
products are based on standard Internet technologies and the emerging .NET
architectures and use industry-standard, low-cost modular components. We
believe this combination of technology and flexible design enables us to
offer an attractive combination of reliability, performance, scalability,
integration and low total cost of ownership. Key aspects of our technology
that enable us to provide a robust CRM solution are as follows:
Support for Multiple Platforms. The Onyx portal applications and application
server are currently optimized for the Microsoft Windows Server platform.
The Onyx Enterprise Database can be deployed on the SQL Server or Oracle
database running on Sun Solaris or IBM AIX. Onyx introduced support for the
Oracle database in June 2002 and offers continued support for both the SQL
server and the Oracle database with the most recent release of the product
line in January 2003. With regard to multi-platform development, we do not
code to the lowest common denominator in support of multiple platforms;
rather, we maximize code reuse while leveraging vendor-specific language
extensions to optimize for operating systems and relational database
engines.
Our software consists of a relationship-centric, integrated data model
surrounded by a set of configurable business logic and presentation objects.
This architecture uses multiple tiers to deliver a balance between
configurability, performance and administration. The logical tiers are
presentation services, or user interfaces, business logic services, or
business rules, and data services, or data storage and retrieval. All
application tiers can be deployed on a single server or separated among
different machines, which allows customers to deploy a physical server
topology that aligns with their needs. All tiers can be customized, and
customizations other than changes to the out-of-the-box open source user
interface components can be preserved during system upgrades.
Configuration. To adapt to rapidly changing business needs, our software
solution architecture offers broad customization at all tiers:
• Presentation Services Tier. Our Internet-based portal interface can be
customized by leveraging our graphical administration tools and the inherent
openness, extensibility and customizability of Internet forms architecture.
• Business Logic Services Tier. Our application’s business logic can be
customized via a suite of graphical administration tools coupled with an
open programmatic customization framework. The graphical administration
tools allow customers to easily model business terminology, processes,
workflow and security. For more complex customizations, customers are not
limited to graphical user interface administration tools; they can also use
market-available development tools to extend the application. Our
customization framework provides an industry-standard development
environment in which complex processes and rules can be modeled. Business
terminology, rules, workflows and security models are inherited by
alternative client interfaces.
• Data Services Tier. Our software application includes a generic data
access integration framework that can be used to manage data residing inside
or outside the standard Onyx e-Business Data Center. By using this service
and the forms customization framework, the Onyx e-Business Engine can manage
information that extends beyond core CRM software.
Integration With Other Enterprise Applications. Through our e-Business
Integration Framework, Onyx supports integration at all tiers of the n-tier
architecture: presentation services, business logic services and data
services. This enables our software and other third-party applications to
integrate at the optimal interface point, which provides a high degree of
flexibility. The Onyx e-Business Integration Framework enables integration
with third-party or legacy systems via batch, real-time, peer-to-peer or
enterprise application integration and/or web services. Data from
third-party or legacy systems can be managed through the Onyx e-Business
Engine, which offers employees a real-time view of enterprise information
without requiring redundant storage of information in multiple databases.
These interfaces are object-based and allow bi-directional integration
between our products and other business applications.
Store and Forward Synchronization Architecture. Store and forward
synchronization architecture creates a mobile user’s data snapshot as a
replica of the enterprise database upon completion of synchronization
between the mobile client and the enterprise database. In addition, our
architecture provides error detection and recovery by automatically
restarting the data synchronization process at the point of failure should a
connectivity link fail. Our synchronization system also provides
configurable data conflict resolution algorithms and enables synchronization
to be performed without user intervention or attention.
Integrated Data Model. Our solution includes a customer-centric, integrated
data model. Our customer-centric design coordinates all data, processes and
interactions around the people and company records that form its center. All
transactions, sales opportunities, service and support incidents are
attributes of the customer. This fundamental part of the architecture allows
any relationship information to be shared with any other part of the
organization and ensures that every user within an organization can have
access to the same data. This data model also provides flexibility to add to
or modify the application as the needs of the enterprise change over time.
Multiple Interface Support. The Onyx Universal Interface Framework exposes
the full breadth of business objects via either a COM+or SOAP interface,
thus enabling multiple interfaces, including Windows desktop applications,
Web applications and personal digital assistants to access the Onyx
e-Business Engine.
Standards-Based Tools and Components. Our application’s integration
interfaces and administration tools are built on open, published,
industry-standard tools and technologies.
Cross-Platform Interoperability. Although the Onyx e-Business Engine is
built on Microsoft standard technologies, it can integrate with applications
running on disparate platforms, such as a J2EE-based application server.
Customers and Markets
We target mid- to large-sized businesses and divisions of Fortune 500
companies in a wide variety of industries. We believe that these enterprises
have a strong need to move quickly and deliver increasing levels of customer
service through both e-business and traditional channels, and that they are
deploying new technologies as a competitive advantage. We have licensed our
products to 991 customers through December 31, 2003.
CRM Software - Category Main Page
CRM Consultants - Category Main Page
CRM Software Companies in the Directory
Amdocs
E.phiphany
Firstwave Technologies
Kana Software
Live
Person
Onyx
Software
Siebel Systems
CRM Consultants in the Directory
Amdocs
eLoyalty
|
|
