As the most experienced company working with Customer Lifecycle Marketing  for telecommunications, Agillic has built up a deep understanding of the core issues involved across all areas of application functionality, system architecture development, integration capability and implementation approach.

CLM is driven by business rules that govern the content and individualisation of offers. It brings agility to all inbound and outbound customer interactions without the need for major system developments.

This high level functionality is achieved through the architectural design of the CLM Enterprise Edition platform itself which is implemented in four layers as outlined below.

• One-to-one Individualised Communication – co-ordinates all the media channels through which customer interactions take place and the distribution of CLM concepts based on best practices that have been developed and refined over many years of deployment at customer sites.
• One-to-one Fulfilment – optional applications that are available within the product suite through which customer interaction requests are made and fulfilled via self-service or service personnel.
• One-to-one Business Management – a set of Managers necessary to build, maintain, monitor and optimise CLM concepts.
• One-to-one Process Automation – is the engine that powers the above mentioned logical layers and automates the interfaces to necessary data sources and outbound communication technologies.

These layers correspond to the four key stages in the customer lifecycle that must be executed, to fulfil each and every customer transaction.

Each layer consists of highly specific and adaptable applications, executing their set of critical customer-facing tasks. The layers work in a coordinated way with each other. They are integrated with the existing corporate IT infrastructure via Service Oriented Architecture (SOA) interfaces in the bottom "One-to-one process automation" layer to deliver the improved customer experience.

Only when all these layers are working together in real time will a customer-centric enterprise become a reality. The orchestration of the underlying operational systems is the key element to fulfilling and managing customer driven requests  by following the business rules aligned to individual customer data regardless of where it is held within the organisation.