SOA in Telecommunications September 30, 2008 Speaker: Mike Giordano

Reusable Services Supply Management Financial Management Distribution Management Customer Management Inventory Management Business Services and Communication Services – Delivered as Peers Notify Supplier Check Customer Check Credit Release Shipment Accounts Check Inventory Locate The promise of SOA: gain productivity and agility …. Leveraging SOA and communication services for multi- modal service and response. Service Oriented Architecture Communication Management Call Services Notification Services Order Shipment Process Order Shipment and Customer Notification Process …. Communications embedded throughout the fabric of business

SOA drives “ E conomy of S cale” for Customers n Offers the opportunity to deliver communication capabilities thru standard integration pattern l Adaptable and tailor able to be delivered into their business communications systems n Agile communication creation environment n Differing level of granularity for different consumers n Abstracts network complexity from developers n Promotes adoption thru familiar skill sets and tools. l Multi-modal communications delivered to user in context (i.e. cornerstone of Unified Communications) n Attributes of Infrastructure l Unified end to end manageability, serviceability, security, etc l Provides a Scalable, Distributable, Secure, Reliable, Multi-Modal, Multi-vendor environment l Optimized for communication type processing and patterns n OASIS Telecom can help fill in some of these gaps.

Seamless, Standard Approach to Enterprise Integration Enterprise EcoSystem X-Party LogisticsDemand Fulfillment & Execution Enterprise Services Repository Intelligent Communications Framework Intelligent Communication Sub-Processes Assemble_Rapid_Response_Team Internal Orchestration Exception Conference Notify Respond Notify w/ TaskLists Advisory Find & Call etc Click Services PresenceLocationRulesContactListenWhisperBarge -INConferenceRecordSpeechReportingPerformance

Automating Communication Latency found in a Manual Processes (Embedding Communications into Business Process) Service level WS, REST, JMS … Any SOA integration technology Manual Process Business Process Logic Work item placed on work queue Logic Flow Work item completed notification WSDL Manual Automated processes n A manual step in a process may make it slower, less robust than a fully automated process: A good candidate for Communication Services n Processes can include services triggering manual processes n Manual processes may impact quality of the overall process. Service level management NOT available but status via workflow is Workflow handles manual processes Process orchestration handles automated processes Business Service Business Service Business Service Business Service A good candidate for Communication Services WSDL: Web Services Description Language Defines the Web Service Interface Com Service Close Loop and Automated

A problem common to Sales organizations is the collection of forecasting data from salespeople. l SFA applications present hopelessly complex forecasting user interfaces l Data is often incorrect, missing or out of date l Sales Managers must sell, too – no time to remind others to enter forecasting numbers l The result: forecasts with lower accuracy, resulting in incorrect predictions regarding inventory needs, revenue results, etc. Orchestration Use Case: Sales Force Automation w/ High Level Communication Services Sales Application Server Employee Data Service Forecast Service Communications Server Connection Service Voice Dialog Service Security Service Orchestration Engine For those salespeople who need to update: 3. Look up contact number using the employee data service 4. Place call via the connection service and connect to salesperson 5. Run VXML dialog (via the voice dialog service) that prompts for the missing forecast items (e.g., opportunity estimated revenue, quarterly overall, etc.) 6. Store collected data via the forecasting service 7. Disconnect the call with the salesperson 1. Wake up based on a scheduled event (say, every Wednesday at 2:00pm) 2. Query forecasting service to determine which salespeople have missing or out-of-date forecasts Orchestration Engine Media Server Conferencing Service n Enhancement need: conference supervisor and sales person for performance conversation (with recording) if forecast data is still missing after voice dialog n Solution: Inject decision and conference steps after loop

Mashup Use Case: Extending Communications with Enterprise Services Power User Create, Refine and Reuse Get Issues List Get Service Representatives Customer Issues Business Application Server Mashup Server Power User Developer A mashup is created to handle daily service issues. Application reads customer issues with a list of service personal available to service the account. Service Manager schedules service visit. 1 Power user wants to automate schedule process by embedding communications capability with knowledge analytics 2 3 TTS Presence Expert Conference Method Call Automates selection of the best service representative based on location, availability and expertise. Communication is automated by click to call and/or 3-way conference. TTS is used if representative is available by chat or SMS. Customer profile information is clipped from profile site. Clip Content Call Communication Web Services

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