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Using Oracle SOA Suite and Oracle BPEL Process Managerto Integrate and Extend Oracle Siebel CRMBasheer KhanPresident and CEOInnowave TechnologiesNishit RaoGroup Product ManagerOracle Fusion Middleware
Program Agenda Fusion Middleware OverviewFusion Apps and Fusion MiddlewareSOA Suite Components - BPELSOA based Siebel Integration using BPELSOA Suite BPEL DemoSyntaxBrillian Customer Case StudyQ&A Insert Picture Here
Oracle Fusion Middleware
Oracle’s Middleware Product Need,WhenYouNeedThemNeed, When You Need ,Middleware,Database&ApplicationsDatabase & neousEnvironmentsHeterogeneous Environments
Oracle Fusion MiddlewareThe World’s Best Middleware Suite - Gartner MQsLEADER Application Platform SuitesLEADER Development ToolsLEADER Application ServerLEADER Web Services PlatformLEADER Enterprise PortalLEADER Enterprise Content Mgmt.LEADER Enterprise Records Mgmt.LEADER Enterprise Service BusLEADER Business IntegrationLEADER Business Process Mgmt.LEADER Business IntelligenceLEADER Corporate Performance Mgmt.LEADER Access ManagementLEADER Identity ProvisioningLEADER Web Services ManagementLEADER Data Integration
Insert Picture Here Oracle SOA Platform
Oracle SOA EvolutionSOA SuitePortlet WebServices (WSRP)WSDL, UDDI, DevelopmentTools, Expanded Web ServicesPlatform20012002Web ServicesSupport2003Web ServicesManager, BAM20042005J2EE 1.4 StandardWeb ServicesBPEL ProcessManager2006Stellent DocMgmt, ImageProcBPASuite2007Tangosol egratorRepositoryALBPMEvent Server
Best-in-Class AwardsWinner, SD Times 100 Business ProcessManagement SOA & IntegrationSOA World MagazineReaders’ Choice Awards 2007Winner in 15 of 20 categories, including: Best SOA/Web Services Platform Best BPM Engine Best Integrated Services Environment Best Security SolutionOracle SOA Suite “Excellent”“ ” Oracle BPEL Process Manager Highest Rating in SOA Category“ ” Oracle Business ActivityMonitoring “Hands down, the mostcomprehensive and easy to useproduct on the market today”Oracle BPEL Process Manager Winner, Web Services JournalReaders’ Choice Award “World class product”Winner, Best Business Process Management SystemWinner, ebizQ Buyer’s Choice AwardEnterprise Information IntegrationOracle SOA Suite, Winner, Tech Innovator 2007Business Software: Enterprise Applications andInfrastructure
Continuing to Win Awards in -2008 technology-3.html
Over3,000Oracle SOA customers12
Oracle SOA and Event TechnologiesBPA SuiteREAL-TIMEVISIBILITY& PROCESSINGEnterpriseModelingBPM SuiteBusiness orkGOVERNANCECEPBAMAlertsEventsBusiness MonitoringDataORCHESTRATIONStreamsBPEL Process ManagerRoutingTransformData IntegratorDataETL &Replication QualityMediationCONNECTIVITYAdaptersAppsB2BDB LegacySystemGOVERNANCEMonitoringWeb ING &RulesDATA SERVICESOracle Service BusEnterpriseManagerPartnersWS PoliciesSecurityEnterpriseRepositorySOA lifecyclegovernanceRegistryUDDICoherence CacheMessagingJ2EE Application Server(Oracle AS, WebLogic, WebSphere, JBoss)JRockit VM & RT
The Oracle BPEL Process ManagerEnterprise-strength infrastructure for Service OrchestrationBPA SuiteJDeveloperBPEL DesignerProcessModelerBPEL Comprehensive and nativeBPEL implementation Easy-to-use modeling tool Scalable and reliable engineWorkflow ServicesBPEL Process ManagerIntegrated BPM ServicesWSDL Binding Flexible binding frameworkWeb servicesWorkflowDecisionServiceSensorsMetadata Repository(Dehydration)Java, JMSFile, FTPCore BPEL EngineDatabaseProcessConsoleJ2EE Application Server(Oracle AS, WebLogic, JBoss, WebSphere)MANAGEApps Rich management andmonitoring Runs on OracleAS, WebLogic,JBoss and WebSphere Get up and running in lessthan 15 minutes!
Realize the Full Benefits of SOAWith an Enterprise-Class Service BusService Mediation& ManagementPortalService OrchestrationBPMB2B & BPM LocationTransparency ServiceVirtualizationOracle Service Bus positoryIntegration ServicesBusiness LogicBusiness Logic Any to AnyProtocol, Payload PolicyEnforcement High Availability &Scale
Oracle Business Activity MonitoringEvent Correlation for Business Users Monitor business processes & services in real-time Analyze events as they occur Key Performance Indicators (KPIs)Service-Level Agreements (SLAs)Correlate events & KPIsIdentify trends as they emergeAlert users to bottlenecks & solutionsAct on current conditions Event-driven alertsReal-time dashboardsBPEL processes & web services integration
Order ManagementCall CenterCustomerB2BBPELCreate Saleswith ApprovalBPEL Create Purchase Order Update StatusCustomerBPELBPEL Create Invoice Update Status Create ShipmentFulfillmentBAMDelivery &ConfirmationPickupNotify3PL Shipper
Oracle SOA Governance SolutionJDeveloperEnterprise Repository Impact / dependencyanalysis ComplianceReportingOracle ServiceBusSOAGovernanceSuiteOracle BPELProcess Mgr Service reuseEnterpriseRepository LifecyclemanagementSOA Management Pack Management ofproduction processesand servicesEM SOAManagementPackMetadataExchangeServiceRegistry Production metrics SLA monitoring19Web Services ManagerWeb ServicesManager Policy-oriented securityand access controlService Registry Runtime service discoveryUDDI Integration
Insert Picture Here Siebel SOA Overview
Siebel SOA JourneyCertified with FMW 10.1.3Native Oracle 10G R3 Oracle Business AnalyticsCertified Oracle Portal 10.1.4 Oracle IDM 10.1.4 Oracle BPEL 10.1.3 Oracle JMS 10.1.37.5.3 Soap 1.1 WSDL 1.1 XSD support Introduced ASI7.7 WS-I 1.0 Workflow andBusiness Servicesbased ASIs WS-Security7.8.2 InteroperabilityValidation Access ControlCertified with FMW 10.1.3Native Oracle HTTP Server 2.0 Oracle Enterprise ManagerCertified Oracle Service Registry8.0 WS-I Attachment Customer OrderManagement exposed asWeb Services
Inbound Services (Siebel as aProvider) External applications usually call one of the following Business Service Siebel Workflow Process Both Workflow Processes and Business Services canbe exposed as a SOAP Web Service.Oracle SOA SuiteSOAP/HTTPObject rvice BusBusinessActivityMonitoringBusinessServiceData LayerSiebelSiebel Application ServerBPEL Process
Outbound Integration: Siebel as a Client(Consumer)Built in Transport adapters callable fromWorkflow or script within the Siebel frameworkSiebel Application ServerSiebel Object Manager(s) Business Objects Business Components Business Services Virtual BusinessComponents Workflow ProcessesOracle SOA SuiteWeb ServicesSOAP / HTTPHTTPXML / HTMLJavaRMIBPEL ProcessManagerEnterpriseService BusMQ / JMSJMS / MQBusinessActivityMonitoringData ManagerSiebelDatabase
Web Services Admin
Sample Siebel Customers using SOA SuiteApplications UsedCustomerIndustryFusion MiddlewareProductsCap GeminiServicesSOAMove.comServicesSOA, IDMSEBL, PSFTNetwork ApplianceHigh TechSOASEBL, EBSRackableHigh TechAIAEBS, SEBLPTCHigh TechSOASEBL, EBSWindRiverHigh TechSOA, BIEESEBL, EBSSyntax BrillianManufacturingSOAEBS onDemand,SiebelTurkcellTelcoSOASEBLSEBL, JDE, EBS
Syntax Brillian Case StudySiebel On Demand and Fusion MiddlewarePaul Tearnen, Sr. Vice President of Operations and CIO
Syntax BrillianLCD High Definition LCD TVs rangingfrom 19"-65" 1080p and 100/120 Hz displays
Business Challenge60% of Syntax Brillian business occurs in Q4 during the holiday season.Customer service call volume triples normal volume during this period. 2006 holiday call volume exceeded capacity resulting in systemfailures and a 55% call abandon rate.The 2007 sales forecasts were planned for 3 to 4 times call volume growthover the preceding year.Business ImperativeImprovement of our call center’s infrastructure and efficiency was required tomeet committed revenue targets and improve customer satisfaction.
Technical ChallengesOur legacy call center system was a disparate collection of applications andbusiness processes were highly manual.The legacy SAP Business One system was struggling under the current salesvolumes and a move to Oracle eBusiness Suite was planned. Unfortunately,the call center could not wait for a full blown EBS implementation.Growth targets demanded an immediate solution that was: Scalable to meet cyclical demand and future growth. Portable to allow ramp up of a third party offshore call center. Integration into legacy SAP System and or future Oracle EBS. Provide a framework for automating manual agent tasks.
Solution Components Siebel CRM on Demand Oracle Call Center On Demand APEX Fusion Middleware (BPEL) Integration to SAP Business One; until Oracle EBS implementation wascomplete
Solution TopologyMulti-site implementation, with BPEL/Web services integration across 3 siteMPLS network.Oracle On DemandUtah Data CenterCall Center onDemandaDomainMalaysia CallCenterPBXDataSyntax BrillianCalifornia CallCenterDataSiebel CRM, APEX,BPELDatandouI n b a l lsCInbouCal ndlsInboundCallsOracleAustin DCSAP and PBXSiebelCRMAPEXOracle Fusion (BPEL)SAP Business One
SolutionOracle Fusion Middleware provided the framework for transactionmanagement and application integration using web services.Siebel CRMAPEXOracle Fusion (BPEL)SAP Business One1.2.3.4.5.Account Creation (Siebel to APEX to SAP)Customer Information (Siebel to APEX to SAP)Order Management (APEX to SAP)Order Confirmation (SAP to Siebel)PayPal PayFlow (Apex to iPayment)
Return on InvestmentThe system went live in September 2007 and was ready for the Q4 busyseason.Results: System scaled to take our highest call volume in company history with 10% Call Abandon Rates. Remote call center in Malaysia was brought online allowing furthercost reduction. Call center sales increased by 35% over previous year. Call agents efficiency increased due to process automation usingAPEX.
Lessons Learned1. BEWARE THE HAPPY PATH! BPEL processes are often designed with the best case scenario inmind, but unexpected errors will occur (they always do). Build a robust error handling framework into the initial processdesign. Inherent instability on the SAP Web Service caused the destinationweb service to be unavailable. BPEL’s state persistence allowedmanual recovery, but retries and error alerts were not in the initialdesign.2.Allow additional time and testing for On Demand configuration. Firewall configurations and system permissions can be problematicin a hosted, multi-site implementation.
Lessons Learned Continued3. The BPEL console was great, but we needed additional admin toolsfor end user exception and failure handling. Normal business exceptions required a developer to address andfix. A general set of administration tool should be developedwithin a processes to manage normal exceptions.4. Minimize feature roll out during initial launch: New Email and Voicemail services initially overwhelmed callcenter agents, requiring new business processes to bedeveloped.
Final ThoughtsThe project was very successful and offered Syntax Brillian a platformto manage improvements in the call center. Managers could nowmeasure call center performance (e.g. agent performance, call volume,etc) and design specific improvement plans.The system has been in production just over a year, and we continue tosee improvements in customer satisfaction ratings.
Insert Picture Here SOA Suite and SiebelWeb Services Demo
Development Tools Application Server Web Services Platform Enterprise Portal . (Oracle AS, WebLogic, WebSphere, JBoss) Messaging. Oracle SOA and Event Technologies. GOVERNANCE. System . Monitoring. Enterprise Manager UDDI. WS Policies Security. Web Services Manager Registry. GOVERNANCE. SOA lifecycle governance.
