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DIGITAL CUSTOMER SERVICE MASTERY

TUATARA has developed CENTRY, a framework, based on SOA reference architecture and the latest services exposure technologies which can bring digital customer service to a higher level.

Below architectural  principles were taken into account while designing CENTRY:

·       Flexibility – The overall solution is based on the configurable mechanisms, where business rules and flows are highly flexible, generic, and can accommodate with changing conditions (new content, products, new source components, interfaces, etc...). The impact of those changes is thus considerably reduced.

·       Standardization – The solution supports required IT standards

·       Reusability – The business services that are made available, are abstracted at the business level, defined at the right-level of granularity, and thus highly reusable and provide capability to new channels

CENTRY’s benefits:

1.       Dedicated Portal environment:  Provide unified and advanced portal platform for the e-services without affecting the BPM engine

2.       Mobility & Omni Channel Platform

3.       System of Engagements: Exposing user’s services and API to partners and private sector in secure and managed way

4.       Dedicated Integration Platform: Build a dedicated integration environment based on SOA reference architecture

5.       New BPM Engine: Introduce a new BPM engine with BPMN standards which will allow business users to model the business processes in a graphical way and increase the insights of the user’s management on working progress

6.       Dedicated Business Rules Engine: A standalone business rules engine which allow exposing the business rule as a service and will have the ability to change the business rules at runtime

7.       The solution can run on different operating systems (Windows, Linux, AIX, Solaris)

ARCHITECTURE

CENTRY considers three types of  services for its consumers:

·       Internet Portal for authenticated users who will access the e-Services portal using desktop browsers. Using this portal; users will be allowed to submit the services form, inquire about the status of their application, search for services in the services catalogue and participate in the services forums.

·       Mobile Application - users who will be using the mobile applications available on iOS and Android operating systems, the users of the application will not feel the difference if they are using the internet portal or the mobile application in terms of services available, look and feel and the users can initiate the service from one channel and complete it on the other channel.

·       Systems of engagements, where partners, government entities and private sector will integrate their systems to interact with user’s APIs and services in a secure and controlled way. The partner developers will access a specific user’s APIs Developer portal to request from user to consume a specific service, enroll in one of the consumptions plan (which can be payable plans), get the services description and documentations, and view a sample code on how they can consume the services using different technologies (i.e. Java, PHP, NodeJs, etc.…). By using System of engagements channel the user will provide many channels for their services other than the Portal and mobile channels

TUATARA has built user interaction services which will interact with the ESB layer which hosts all the user’s services. TUATARA has utilized the same theme which is currently used by the user, to achieve the OmniChannel concept or can propose the new one, if such is required by customer, basing on best practices and overall UI design approach.

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TECHNOLOGY SPECIFICATION

IBM MobileFirst Foundation enables using capabilities such as development, testing, back-end connections, push notifications, offline mode, update, security, analytics, monitoring, and application publishing.

The MobileFirst Foundation Software development kit supports the following platforms:

  • iOS
  • Android
  • Windows Universal 8.1 and Windows 10 UWP
  • Web apps

PUSH NOTIFICATIONS

With push notifications, enterprise applications can send information to mobile devices, even when the application is not being used. MobileFirst Foundation includes a unified notification framework which provides a consistent mechanism for such push notifications. With this framework, push notifications can be sent without having to know the details of each targeted device or platform.

OFFLINE MODE

MobileFirst Foundation uses a client/server architecture that can detect whether a device has network connectivity and the quality of connection. It includes the feature that is called JSONStore for data exchange and storage. With this feature, it is possible to create, read, update, and delete data records from a data source. Each operation is queued when operating offline. When a connection is available, the operation is transferred to the server and each operation is then performed against the source data.

UPDATE

MobileFirst Foundation can determine whether a newer version of the application is available, and if so, give the user such an information, or push an application update to the device. A server can also force an upgrade to the latest version of an application to prevent continued use of an outdated version.

SECURITY

MobileFirst Foundation provides secure, end-to-end, communication by positioning a server that oversees the flow of data between the mobile application and user’s back-end systems. With MobileFirst Foundation, custom security handlers for any access to this flow of data can be defined. Also, different security handlers for mobile applications, web applications, and back-end access can be defined. With this kind of granular security, it is possible to define separate levels of authentication for different functions of mobile application as well, thereby preventing mobile applications from accessing sensitive information.

ANALYTICS

The MobileFirst Analytics feature enables searching across apps, services, devices, and other sources to collect data about usage, or to detect problems.

In addition to reports that summarize app activity, MobileFirst Foundation includes a scalable operational analytics platform accessible in the MobileFirst Operations Console. The Analytics feature enables enterprises to search across logs and events that are collected from devices, apps, and servers for patterns, problems, and platform usage statistics. It enables analytics, reports, or both, depending on actual needs.

MONITORING

MobileFirst Foundation includes a range of operational analytics and reporting mechanisms for collecting, viewing, and analyzing data from user’s MobileFirst Foundation applications and servers as well as for monitoring server health.

APPLICATION PUBLISHING

MobileFirst Foundation Application Center is an enterprise application store. With the Application Center, it is possible to install, configure, and administer a repository of mobile applications for use by individuals and groups across the enterprise. You can control who in your organization can access the Application Center and upload applications to the Application Center repository, and who can download and install these applications onto a mobile device. You can also use the Application Center to collect feedback from users and access information about devices on which applications are installed.

The Application Center provides a repository for storing the mobile application files and a web-based console for managing that repository. The Application Center also provides a mobile client application to allow users to browse the catalog of applications that are stored by the Application Center, install applications, leave feedback for the development team, and expose production applications to IBM Endpoint Manager. Access to download and install applications from the Application Center is controlled by using access control lists (ACLs).

API CONNECT AND DATAPOWER 

IBM API Connect is an integrated creation, runtime, management, and security foundation for enterprise grade API’s and Microservices to power modern digital applications.

IBM API Connect provides the following:

  • Automated, visual and coding options for creating APIs
  • Automated discovery of system of records APIs
  • Node.js and Java support for creating Microservices
  •  Integrated enterprise grade clustering, management and security for Node.js and Java
  • Lifecycle and governance for APIs, Products and Plans
  • Access control over API’s, API Plans and API Products
  • Advanced API usage analytics
  • Customizable, self-service developer portal for publishing APIs
  • Policy enforcement, security and control

API Connect has three major components:

API Gateway: The IBM DataPower Gateway provides an integrated set of capabilities that are designed to help organizations thrive: security, integration, control and optimized access to a full range of mobile, API, web, SOA, B2B and cloud workloads.

API Manager: Used to create and manage the expose services.

Developer Portal: Is a portal which will be used by the APIs consumers to enroll with a specific plan for a specific APIs and get all the help needed for consuming the services.

IBM BUSINESS PROCESS MANAGER

The BPM engine provides internal portal for users’ approvals, business owners and managers to work on processes and to have insights on the performance of the team. The platform provides collaboration features between all the BPM users, managers and process owners.

IBM BPM has a very advanced roles and profile management, users can be assigned to different roles in a process or tasks (Task Owner, Task Delegate, etc.…), and the tool will provide different roles to manage the system itself, below are the tasks which can be done to manage the system and from which user interface it can be achieved.

IBM operational decision management in our solution, enables management of business logic outside of ESB, BPM - reducing reliance of business professionals on IT and empowering them to create and manage business rules.

IBM INTEGRATION BUS

An enterprise service bus (ESB) is a flexible connectivity infrastructure for integrating applications and services. It is at the heart of a service-oriented architecture, powering it by reducing the number, size, and complexity of interfaces.

The ESB does four things:

  • It routes messages between services
  • It converts transport protocols between requester and service
  • It transforms message formats between requester and service
  • It handles business events from disparate sources

IBM Integration bus has integration capabilities:

  • Supports multi-format (XML, SOAP, fixed, variable length, tagged, SWIFT, IDOC, etc.)
  • Accepts multi-protocol (HTTP, JMS, MQ, SOAP, TCP/IP, local files, FTP, etc.)
  • Offers full database support (DB2, Oracle, Informix, Microsoft SQL Server, Sybase, etc.)
  • Supports common ERP and EIS interfaces (CICS, IMS, SAP, PeopleSoft, Siebel, etc.)  ACORD AL3, CSV, EDIFACT, FIX, HL7, SWIFT, TLOG, X12

For each of the above protocols or formats or technologies, IBM Integration Bus provides specific nodes which can be dragged and dropped into the message flow and by setting some configurations, we can achieve the communication with providers systems in a graphical way and without writing any single line of code.