Definition

Dovetail Software

Contributor(s): Shraddha B. Kakade

Dovetail Software is a software vendor based in Austin, Texas, that specializes in providing web-based HR and help desk software to businesses in the United States and internationally. Founded in 1995, Dovetail Software was then known as First Choice Software, and focused on delivering additional features and functions for owners of Amdocs Clarify customer relationship management (CRM) software. Focused on small and midmarket businesses -- companies with around 1,000 to 200,000 employees -- Dovetail offers integrated HR service delivery software through its two flagship products:

  • Dovetail Employee Engagement Suite, a SaaS, HR help desk software aimed at better managing and tracking employee interactions with HR.
  • Dovetail Clarify, a web-based HR support suite with modules to handle various aspects of service and support for Dovetail customers and partners.

Benefits of using Dovetail Software

The Dovetail Employee Engagement Suite is aimed at reducing administrative HR and support costs, and improving every aspect of employee interaction with HR as well as HR efficiency through a globally accessible, centralized HR help desk.

It accomplishes this by combining HR case management, knowledge management, an employee self-service portal and reporting and analytical capabilities.

According to Gartner's "Market Guide for Integrated HR Service Delivery Solutions," the Dovetail Software technology is best suited for businesses that seek "out-of-the-box HR configurations" and "HR-specific domain knowledge and experience."

The vendor's strength remains the employee engagement suite's core HR case-management feature, according to Gartner, in addition to extensive HR business process knowledge and support, strong HR service, predefined HR constructs and HR-specific content taxonomy.  However, the suite is not well suited for those organizations seeking bot assistance, machine learning or provisioning integration or using business process management technology, according to the market-research firm.

The suite is used across industries but is reported to have a strong presence in verticals such as healthcare, manufacturing, technology and financials
Dovetail's competitors in HR service delivery include Cherwell, Infor, Neocase Software, LBi Software, Oracle, PeoplesoftServiceNow, and Salesforce.com.

This was last updated in April 2018

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