Jul 15, 2015
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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The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.
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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
Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
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
Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
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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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
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
• 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
Disclaimer
Opinions expressed here are my own and are not necessarily those of Agilent Technologies.
Oracle Open World 2014
• 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
Oracle Open World 2014
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
Oracle Open World 2014
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
Oracle Open World 2014
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
Oracle Open World 2014
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
Oracle Open World 2014
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
Oracle Open World 2014
Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
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
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
DemoMulti-Channel Enablement of Oracle Apps
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Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
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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Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
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
Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
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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Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
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
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#AppAdvantage #FMW
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OR connect via the web
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Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
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