Multichannel Service Delivery

Bridging Mobile and Desktop: Enabling Multichannel Access to Oracle Applications

Harish Gaur, Director of Product Management, Oracle Fusion Middleware

Rajesh Gathwala, Enterprise Architect, Agilent

Harish Doddala, Senior Product Manager, Oracle Fusion Middleware

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Copyright © 2014 Oracle and/or its affiliates. All rights reserved.

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70% of buying cycle takes place before buyers engage with a live sales person

70% of mobile professionals will conduct their work on personal smart devices by 2018

74% consumers use at least 3 channels when interacting with an enterprise about customer service issues

55% of consumers prefer automated self-service, doubling figures seen in the past 5 years

Enhance Interactions For Customers, Partners, Employees

Source: IDC

Source: Ovum Research

Source: Forrester

Source: Forbes


Enabling Multichannel access – Challenges

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• Need to enable consistent experience across multiple channels (smartphone, tablet, desktop)

• Integrate applications & orchestrate processes using the common Integration

• Provide consistent role management, SSO and governance


Multi-Channel Enablement Architecture

1. Oracle SOA suite & Oracle BPM Suite –Connectivity, Orchestration & Common enterprise services

2. Oracle Mobile Suite and WebCenter - Develop and deploy applications across multiple channels

3. Identity and Access Management – Authentication and authorization and governance and managementID

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IDEN

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TMOBILE SUITEMOBILE SUITE WEBCENTER SITES & PORTALSWEBCENTER SITES & PORTALS

MOBILE SUITEMOBILE

SUITEMOBILE SUITE

SOA SUITESOA SUITE BPM SUITEBPM SUITE

WebMobile

WEBLOGIC SUITE

MAINFRAME, CUSTOM APPS

Social

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |

• Develop a Self Service Portal for the Dealer and Sales network to enhance customer experience

• A real time, automated appointment scheduling process integrated with Ebusiness Suite, CRM On Demand and PeopleSoft, linking dealers and customers.

• Cut order fulfillment time by 86%; improved on time deliveries by up to 15%.

• Oracle SOA Suite, WebCenter Portal and Sites , OBIEE, EBS

Pella


• E-Services portal for 311, Department of Water & Power, Dept of Building a Safety services

• Multi channel access (Desktop, Mobile, Tablet)

• LA DWP is one of the largest customer self-service portals in the utility industry

• LA DBS portal for online permit approval processes apply for Permit online

• Oracle WebCenter, Oracle Identity Management, Oracle SOA Suite, Oracle ADF

City of Los Angeles

Agilent Technologies

CON8363 Bridging Mobile and Desktop: Enabling Multichannel Access to Oracle Applications

Sep 30th, 2014

Rajesh [email protected]

Twitter: @rgathwalaLinkedIn:http://www.linkedin.com/in/rajeshgathwala

Oracle Open World 2014

mailto:[email protected]

http://www.linkedin.com/in/rajeshgathwala

Disclaimer

Opinions expressed here are my own and are not necessarily those of Agilent Technologies.


• Wireless technologies• Mobile phone R&D and manufacturing• Aerospace/defense systems and maintenance• Computer & industrial research & manufacturing

• Food safety, quality• Energy research, production• Quality of air, water, soil• Forensics, drugs of abuse

• Pharmaceutical research and manufacturing • Academic and government research

• Cancer diagnostics• Cytogenetics research• Genomics tools for molecular analysis

Agilent Technologies


Addressing critical measurement challenges

Electronic Measurement Group

Chemical Analysis Group

Life Sciences and Diagnostics Group

FY13 Revenue: $6.8B

Agilent Research Laboratories Enabling technology breakthroughs across Agilent

FY13 Revenue$2.3B

FY13 Revenue$1.6B

FY13 Revenue$2.9B

Business Challenge

Multiple approvals needed for different systems/processes

Single approval app for ease of use and efficiency

Different systems with separate authentication

Multiple application stacks, technologies

One user interface, similar flow


Solution Overview

Integrate multiple backend approval systems using Fusion Middleware

Expose single set of services to the mobile app

Use same services for different channels–iPhone, iPad, Android

Leverage enterprise identity management system for authentication


Mobile Apps


iPhone

iPad

HR(Peoplesoft 9.1)

HR Approvals

Oracle eBS (R12.1)

Phone User Tablet User

Oracle Service Bus 11g

POINTS (Custom ADF)

Points Approvals

Oracle Access

Manager(OAM)

Oracle Access

Manager(OAM)

Integration Layer

LDAP Authentication

& Authorization

PO Approvals

Solution Architecture


iPhone, iPad, SamsungSAFEiOS 7.1, iOS 8, Android

Oracle Internet

Directory (OID)

Oracle Internet

Directory (OID)

Integration Layer

Authentication Service

Authentication Service

Authenticate

Emp ID & Token

Oracle Internet

Directory (OID)

Oracle Internet

Directory (OID)

Authenticate user

Generate User Token

Mobile Services Service

Mobile Services Service

EBSEBS POINTSPOINTS

Mobile Request

Return Response

Route

Token ValidationToken Validation

HRHR

User has valid Token

Message Flow – Mobile App Services


Business Benefits

Single mobile app for approvals across multiple systems – Oracle eBS, POINTS , HR

Increased productivity, faster approvals.

Common set of services – across mobile apps (phone and tablet) and operating systems – iOS and Android

Quicker development



LOG INCIDENT REVIEW INCIDENTS PERFORM SERVICE COMPLETE WORK ORDER

Demo: Service Delivery at PowerCo

Customer– Files incident on

mobile phone

Customer Service Rep– Assigns task to Technician

Field Service Technician– Updates service request on

mobile tablet


DemoMulti-Channel Enablement of Oracle Apps

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Behind the ScenesMulti-Channel Service Delivery at PowerCo

• Develop enterprise mobile apps once & deploy on multiple platforms

• Access information and applications through self-service portals

• Enable shared services across multiple channels

• Secure applications & data from anywhere

Multi-Channel

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MOBILE SUITE WEBCENTER SITES , PORTAL, CONTENT

BPM SUITE SOA SUITE

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Call to Action

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• Attend Business Innovation Workshop in your region

• Conduct AppAdvantage Readiness Assessment

• Schedule hands-on Multichannel Solution Workshops

• Contact your Fusion Middleware Account Manager


Don’t Miss Sessions

Tuesday, Sep 30, 2014

Enable Applications for Cloud,Mobile and Beyond3:45 p.m. – 4:30 p.m., Moscone West 3018

Wednesday, Oct 1, 2014Deliver Business Innovation while Reducing Upgrades’ Risk10:15 a.m. – 11:00 a.m., Moscone West 3018

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https://oracleus.activeevents.com/2014/connect/sessionDetail.ww?SESSION_ID=2988


20142014

2014 Oracle Excellence Award Ceremony for Fusion Middleware Innovation

ORACLE FUSION MIDDLEWARE:CELEBRATE THIS YEAR'S MOST INNOVATIVE CUSTOMER SOLUTIONS

Tuesday, September 30, 2014 5:00-5:45pm YBCA Theater (next to Moscone North)Session ID: CON7029

https://oracleus.activeevents.com/2014/connect/search.ww

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Join the Community

#AppAdvantage #FMW

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Connect with Oracle on Social Media

OR connect via the web

Oracle AppAdvantage Home Pageoracle.com/AppAdvantage

@OracleMiddle /FusionMiddleware /OracleFusionMiddle

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Embracing the Digital Enterprise

• Access from anywhere on any device at anytime

• Reduced cost of customer transactions.

• Enhanced Customer Experience.

• Real time digital tracking to assist/influence customer behavior during transactions

• 360° view of customers for trend analyses and future promotional programs

Technology

Multichannel Service Delivery