Cloud based services with Jacada WinFuse Jacada. All rights reserved.

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2 Webinar Presenter Jeff Strnad Ph.D. Senior Vice President of Global Customer Solutions R&D, Field Services, Customer Support Jeff leads R&D, field services and customer support for the Jacada's global customer base. Jeff assumed this role after five years with Jacada, where he has held roles managing presales and delivery of many key customer implementations in both North America and the UK. Prior to Jacada, Jeff worked for Accenture, leading PMO and project delivery efforts for clients across a wide variety of industries. Jeff received his Bachelor's degree from the University of Michigan and his Ph.D. from Carnegie Mellon University Jacada. All rights reserved. 2

3 Agenda Introduction to Jacada What is Cloud Computing? The benefits / opportunities of Cloud Computing How does Jacada enable cloud services? Example and Deployment Models 2010 Jacada. All rights reserved. 3

5 Jacada Customer Interaction Suite Empowers you to take control of the customer experience Understand Optimize Improve Insight Multi-Channel Analytics Wo orkspace Desktop Simplification Adv visor Navigation & Automation 2010 Jacada. All rights reserved. 5 Fus sion Application Enablement Jacada JIM Dynamic Scripting

6 Product Details Jacada Insight Multi-channel contact center analytics. Jacada WorkSpace Unified agent desktop and interaction suite Jacada Advisor Dynamic optimization and automation for third- party CRM applications Jacada WinFuse Non-invasive integration and automation for Windows desktop applications and cloud-based services. Jacada HostFuse Non-invasive integration and automation for Host-based legacy systems. Jacada Interaction Manager Dynamic call center workflow and agent scripting for the business analyst 2010 Jacada. All rights reserved.

7 Delivering Satisfaction & Savings A better experience delivers a win-win for you and your customers Expense Reduction Decreased AHT Reduced error rate Reduction in training and complexity Decreased hiring and ramp-up for new CSRs Improved compliance / decreased risk exposure Improved first call resolution Revenue Generation Increased sales Increased close rates Increased revenue per transaction Improved up-sell/cross-sell opportunities Reduce Customer Attrition 2010 Jacada. All rights reserved. Experience Improved agent satisfaction Increased staff retention Increased agent skill-base Improved customer satisfaction In-call intelligence / analytics 7

8 What is cloud computing? Cloud computing is Internet-based computing, whereby shared resources, software and information, are provided to computers and other devices ondemand, like the electricity grid. [source: wikipedia] The term "cloud" is used as a metaphor for the Internet and is used in diagrams as an abstraction of the underlying infrastructure it represents Cloud computing customers consume resources as a service and pay only for resources that they use Most cloud computing infrastructure consists of reliable services delivered through data centers and built on servers 2010 Jacada. All rights reserved. 8

9 What is cloud computing? Three Basic Types: Public Private Virtualized Unlike Web Hosting: It is On Demand It is Elastic Fully Managed Service Access Is Closely Coupled To Resource Can Deliver Significant Benefit 2010 Jacada. All rights reserved. 9

10 Cloud services categories Cloud services are divided into three categories: 1. Software-as-a-Service (SaaS) - delivery of software as a service over the Internet, eliminating the need to install/run/upgrade the application on the customer's computers and simplifying maintenance and support. 2. Platform-as-a-Service (PaaS) - delivers a computing platform and/or solution stack as a service, often consuming cloud infrastructure and sustaining cloud applications. 3. Infrastructure-as-a-Service (IaaS) - delivers computer infrastructure, typically a hardware virtualization i environment as a service Jacada. All rights reserved. 10

11 Who could benefit from the cloud model? An enterprise creating an application for its customers. Running in a cloud frees the enterprise from responsibility and expense of managing a bulky server infrastructure and can readily handle the application if usage spikes occur. An ISV who creates software-as-a-service (SaaS). The ISV wants to move existing application(s) to the cloud to focus on the business logic rather than the infrastructure details. AStart-up creating a new site can focus on building the application without worrying about infrastructure. Starting small, and adding resource as they grow is the most attractive attribute for a Start-up with limited capital Jacada. All rights reserved. 11

12 Jacada WinFuse as Cloud Service Enabler Jacada WinFuse can be utilized as a platform to enable exposing and/or migrating applications from behind the firewall into a web service available to cloud consumers Jacada WinFuse scripts defining automated operations on windows/web applications are developed in Visual Studio and written in C#.NET. Scripts are auto generated with a recording utility (provided as a plug-in to Microsoft Visual Studio) Jacada WinFuse allows performing a wide range of automated operations on existing applications - get/set data in/from or performing operations on the GUI (e.g. fill in a field, click on a button, etc) running in the premise or in the cloud. The generated service is an SaaS category cloud service 2010 Jacada. All rights reserved. 12

13 Jacada WinFuse as Cloud Service Enabler One install = One user Multiple points to patch/upgrade database Application runs locally cloud database WTS/Citrix i Application Enabled with Jacada WinFuse Multiple users access via web installed only as needed One location to patch/upgrade 2010 Jacada. All rights reserved. 13

14 How Does it Work? Jacada WinFuse Web Service Automation (WSA) Architecture IIS Windows-provided web server presents the web service interface Jacada WinFuse Server(s) receive the requests to execute the automation on the application(s) via a Citrix or WTS (Windows-Terminal-Services) session. The automation is defined by the WinFuse script. Citrix/WTS Session virtual machines that run on a Windows Server, allowing multiple terminal services sessions, each running a desktop which is managed by the WinFuse Servers Jacada. All rights reserved. 14

15 Example Company with a full-featured CRM Windows application required an easier way to enable specific functions only for at-home and other distributed agent locations which were focused on a specific business process. Service enablement of the CRM process Allows the at-home agent to handle just these specific functions without having to consume or learn entire CRM New Caller Lookup CRM Lookup Simplified front end calls WinFuse-developed services to gather, present and then post data, streamlining the process Make Offer Order Management Simplified Change Management Changes to process or offers need only be implemented in web pages Back Office Execution Transaction Complete 2010 Jacada. All rights reserved. 15

16 Cloud Models Jacada can offer flexible options for cloud service management: Remote management services are available where a provider wishes to manage all hardware and infrastructure in their own site Broader operational services can be provided d for full management of the cloud service, including hosting and monitoring Or any combination of the key stages of deployment: Cloud Service stage Option A Option B Design Jacada Jacada Implementation Jacada Jacada Installation Jacada Jacada Monitoring Jacada Jacada Error Handling Jacada Jacada Hosting in Data Center Customer Jacada Capacity monitoring and scale up Customer Jacada 2010 Jacada. All rights reserved. 16

17 Cloud Models With Jacada WinFuse as a cloud service enabler, you can: Redefine your product as a cloud service Consume computing resources ONLY when needs arise Reduce costs of building/extending on-premises resources Reduce IT management efforts Remove the requirements to manage hardware Respond quickly to changes in customer needs Bring ideas faster to the market 2010 Jacada. All rights reserved. 17

18 Conclusion Cloud computing is still in the early stages of the excitement cycle but here to stay Virtualization technology is starting to be seen as a foundation of many tasks hosted on industry standard systems also supporting cloud services infrastructure Jacada WinFuse assists with adoption and migration that is based upon the customer s own needs and time line 2010 Jacada. All rights reserved. 18

19 The Jacada Advantage Jacada is skilled in service enablement with a history of successful implementations Jacada provides a unique technology platform in WinFuse to turn applications into a cloud service without expensive rewrites or replacements Jacada has experience in designing cloud services and can provide tailor a plan to turn your application into a cloud service Jacada has professional services has delivered enablement and enhancement to a widely varied applications set, globally Jacada. All rights reserved. 19