<Insert Picture Here> SOA and WebCenter Middleware Technologies Barry Cheung Oracle Fusion Middleware
Fusion Middleware Support Telco Customer Lifecycle Web / Multi-Channel Lead To Order Business Intelligence Datawarehouse Revenue Assurance Cash to Assurance Order To Activate / Bill Order Management CRM / BSS / OSS Integration Usage to Cash Service Delivery Platform
Asia Pacific Telco Using Oracle Fusion Middleware Proven To Support Large Subscriber Base Operator Subscriber Oracle Fusion Middleware Usage 47M 40M DTAC 22.3M Grameen 20M+ Uninor 8M+ CRM / Billing / OSS Transformation CRM / SDP CRM / Billing / OSS Transformation 7M+ fixed Starting 3G 164M mobile 98M fixed / 46M broadband 23M mobile 20M fixed / 7M broadband CRM / Billing / OSS Transformation National Electronic Channels CRM / Billing / OSS Transformation
Oracle SOA and AIA <Insert Picture Here>
Complete SOA / BPM / CEP / Governance Offering DESIGN POLICY MANAGER EM CEP BAM BPEL PROCESS MGR BUSINESS RULES HUMAN WORKFLOW SERVICE BUS DATA ORACLE INTEGRATOR SERVICE BUS Lifecycle Governance ERP MAINFRAME SERVICES DB PARTNERS EVENTS Adapters & B2B
SOA Enable Multi-Channel / CRM / OSS / BSS Integration NYN Web Bharti USSD CTI SMS Gateway Call Centre Retail Channels Expanded to support Fixed-line, DSL and Corporate services Oracle Financials 11.5.x E-Billing BRM 7.4 7.3 (Usage Store, GL (Usage Store, Accounting, Resource Mgmt, Post-pay GL Accounting) Billing) SOA (Channel Services*) Web Services Siebel 8.1.1 8.0 (Customer Contact Mgmt, Trouble Mgmt, Order Capture, Bulk (Customer Order Capture, Contact Sales Mgmt, Catalog, Trouble Marketing, Mgmt, Order Loyalty, Capture, Field Sales Service) Catalog) FMW/AIA 2.0.1 (Order to Bill, Agent Assisted Billing Oracle SOA / BPM Suite Care) OSM 7.0 (Order Lifecycle Management) ASAP 5.x (Network Activation) (Network Provisioning) ASAP 5.2.x Native API UIM 7.x (Logical & Physical Resource Mgmt) Enterprise Ops Payment Gateway Banks Goods Fulfillment Enterprise DM PIM for Telco Finance OSS Oracle 3 rd Party 3rd Party BSS Mediation (Fixed) Mediation (UMF) Convergent Real Time Charging (SurePay) Network DWH ODI Identity Mgmt Content Mgmt
SOA Enable Rule Based / Event Driven Promotion 1. John change from Plan B To A. Change Plan Event 4. Usage Event trigger Rule Engine. Determine eligibility and promotion CRM Business Rules 6. Rules can be configured on the fly per marketing requirement Oracle SOA Suite ESB CEP Coherence Memory Grid 2. Add John To Promotion Eligible List 3. Subscriber Start Using Plan B. Usage Event A. Bonus Plan Ruleset, e.g.: 1.From Plan B to Plan A + Joined Duration >= 6 months -> ELIGIBLE 1. Value > 100 and 1 st Level Threshold = 24 hrs -> 3 free SMSs 2. Value > 200 and 2 nd Level Threshold = 48 hrs -> 6 free SMSs 3. Other possibilities 2.From Plan B to Plan C + Joined Duration = Any -> NOT-ELIGIBLE 3.From Plan A to Plan C + Joined Duration = Any -> NOT-ELIGIBLE 4.Any (default) -> NOT-ELIGIBLE SMSC SMSC Billing / IN 5. Bonus top-up to Billing / IN etc
Bill Shock Dispute Handling BPM Drive Cross Department Long Running Process Customer shocked by the bill Customer called Call Center Call Center Agent can t resolve on the call Bill Shock Settled Finance approved reduced settlement amount. Request customer subscribe a data package. Bill Shock Call Center Initiate a request to Billing team to investigate Customer refuse to pay. Initiate a dispute resolution process. Finance Mgr Billing Specialist No billing issue found. Get back to customer Billing Investigation. Involved roaming partners.
Business Process Management Collaborative Process Modeling and Simulation
Oracle Application Integration Architecture Powered By Oracle Fusion Middleware Integration Framework & Methodology Integrated Development Lifecycle Tools AIA Foundation Pack Common Business Object & Service Library Reference Process Models Jump-start Integration Projects Data-Centric Integration Integration through Native Interfaces Integration through Web services Reference Data Query Process- Centric Integration Reduce Integration Risks Lower Integration Costs
AIA Provides Canonical Data Model Enterprise Business Object CRM ERP CRM ERP ENTERPRISE BUSINESS OBJECT (Common Data Model) Billing Shipping Billing Shipping Forrester (October 17, 2009) 50-60% of those doing SOA are creating a canonical information model (increased from the 39% rate our 2007 survey found). Source: Mike Gilpin, Vice President, Research Director - Forrester Are you creating a Canonical (or Common ) Information Model? Article (October 17, 2009)
Good Applications Bring You Good Data Model Oracle Enterprise Business Objects Siebel OSM BRM ERP SAP Business Process Models Servi ces Data Content Standards CCTS EDI etom/swift BPM End Result Common Service Definitions across Applications EBO Reconciliation Order Create Read Update Delete Establish Reference standard Reconcile with Product Determine what to add Accelerate SOA Project For Oracle and Any Applications
SOA Governance Promote Reuse Shorten Process Implementation Time Processes Composite applications Use cases Services requests New Projects Top-down analysis (from processes to business services to tech services) SOA Governance Consumer Leverage Existing Processes, Services Processes Services Policies Change Management Registry Repository Provider Business rules Third party services Data Infrastructure Operation
Business Transaction Management Fine Grain Transaction / Performance Management End-to-End, Application Level View Portal Activation Process Engine Service Bus CRM OM Billing End To End SLA Monitoring Correlate Distributed Transactions latency Why it fails? Transaction Payload Step By Step Tracing / Payload Analysis Latency Analysis
SOA Governance - Feedback RunTime Info To Service Definition Architect Single View of Assets Business Owners Target Service Metadata Harvest Repository Approve Service Implementation and Configuration WSDL XSDs Code Proxy Validation SOA Designers and Developers Mediation Service Bus Proxy Pipeline SOA Monitoring & Management Other Runtime Metrics UDDI Publish Discover Metrics via UDDI UDDI UDDI Auto Deployment SOA Test, Staging & Production IT Operations SLA Management JMX SNMP Reporting Production Staging Policy Enforcement Integration Testing
Oracle WebCenter <Insert Picture Here>
Web Was Once More Simple Corporate Website Publish
Web Experience Management Consistent Across Global and Departmental Sites Customer Segment 1 Customer Segment 2 User Generated Content Customer Segment 3 Customer Segment 4 Analytics Location Services English Speaking Sites Targeting Intranet Mobile Corporate Website Deliver Gadgets Microsite Extranet South American Sites Moderate European Sites Social Social Asian Sites
What is Web Experience Management? Evolving from Web Publishing to Web Experience Web Content Web Experience Empower content authors to eliminate IT bottlenecks Empower web marketers to engage visitors & optimize the customer experience
What is Web Experience Management? Level 1 Static Static web site content One-way communication Level 2 Versioned Enterprise content manually customized for departmental sites Large scale enabled Fixed content One-way communication Level 3 Persuasive Content dynamically customized for each user via implicit or explicit means Analytics feedback loop Multilingual site mgt One-way communication on site Level 4 Participation Multi-directional collaborative content generation and consumption Participation and community Peer to peer content exchange Multi-channel capabilities Enterprise controls and oversight Gadgets for End user control
Web Experience Management Profile / Click Stream Based Segmentation Deliver a meaningful tailored web experience Flexible rules engine for creation of customer segments and recommendations, enabling delivery of targeted content and campaigns Segmentation based on implicit (behavioral) or explicit (known user or characteristics) criteria or a combination of the two Enables granular targeting based on membership in multiple segments Copyright 2011 FatWire Corporation Under NDA
Copyright 2011 FatWire Corporation Under NDA Web Experience Management Analytics and User Behavior Analysis Granular asset-centric analytics Track aggregate usage of content assets across pages and sites Track effectiveness of targeted site content for user segments Visualize results with incontext reporting Understand site usage via behavior tracking Integration with WEM suite Integration into Content Server asset model Integration with Engage segmentation / targeting
Web Experience Management Social Computing and User Generated Content Social Computing around assets; Add UGC functionality to websites Commenting Ratings Reviews Corporate blogs Centralized UGC administration and moderation Use UGC to drive the content of dynamic sites Use UGC as a source of web content
Web Experience Management Gadget Improve Exposure and Ease Of Use End-user personalization using gadget dashboards and gadgets on web pages Quickly create new gadgets from existing content with out-of-the box gadgets Gadget syndication for use on third-party web sites Companyproduced gadget
Web Experience Management Update Content Once For Boht Web / Mobile Build Reuse of content and navigation from the traditional website OOTB mobile templates by device family Manage Edit mobile sites and traditional site from same interface Device-based preview Deliver Automatic transformation of content and site layout for thousands of device types Location-based services Comprehensive mobile video and rich media support
Oracle WebCenter Front End Solutions For Portal and Oracle Apps Enterprise Portals Team Spaces Dashboards Composite Apps & RIA Collaborative Applications Multi-Channel Access Oracle WebCenter Suite WebCenter Services Wikis, Blogs, Mashups, Analytics, RSS, Social Networking WebCenter Portal Framework Portlet Integration, Metadata Services, Composer, Business Dictionary, Task Flows WebCenter Spaces Personal Spaces, Group Spaces & Templates WebCenter Content Web Content Management, Multiple Rendition, Versionion, Format Conversion, Search, Metadata Management WSRP JPDK JSR 227 JSR 168 REST XML Web Services/SOA JSR 286 Third party repositories CRM ERP Legacy Applications BI Data Sources.NET App Accelerator