Sunday Nov 23, 2014

Multi-channel Service Delivery Demo

Customers today constantly engage with companies across multiple channels. Companies need to be able to engage, sell to, and service customers across all channels: the web, in a store, over the phone, via a mobile device or through social channels. This demo showcases how customers can be quickly and efficiently serviced across multiple communication channels or touch points such as a mobile phone, tablet or a desktop over a secure infrastructure.


A fictional company PowerCo, which is an industrial manufacturer, wants its customers to be able to access the mobile application it provides, to conveniently research and resolve any issues they may have. Furthermore, the company wants to increase the productivity of its Service Reps and field technicians by providing them with a single unified view of all the issues its customers are facing. By delivering consistent, accurate and the most up-to-date information, regardless of who is handling the issue, PowerCo aims to provide a seamless experience to all its customers.

The sequence of steps are highlighted below - 

The demo highlights the following key pieces -

  • Connectivity, Orchestration & Common enterprise services – The ability to automate and manage cross enterprise business process shares services across multiple channels using Oracle SOA suite and Service Bus
  • Develop and deploy applications across multiple channels - The ability to access information and applications intuitively and securely through self service portals for customers, employees and partners using Oracle Mobile Suite and WebCenter Portal
  • Secure infrastructure for users – Authentication and authorization and governance and management using Oracle Identity Management