Enterprise Application Integration (EAI) is defined as the uses of software and computer systems architectural principles to integrate a set of enterprise computer applications. EAI intends to transcend the simple goal of linking applications, and attempts to enable new and innovative ways of leveraging organizational knowledge to create further competitive advantages for the enterprise.
VCE VxRail Appliances enable organizations to create IT certainty by eliminating complexity and collapsing cost structures while leveraging their existing VMware investments. Based on VMware’s VMware's market-leading Hyper-Converged Software, VxRail delivers a known and proven building block for the software defined data center. It provides IT organizations with a full range of options to create a flexible, optimized infrastructure that dramatically simplifies their IT operations while reducing costs.
One of the most common questions being asked by many customers recently is “How does AirWatch support Office 365?” Many ask if AirWatch can control access to Office 365 (O365) not only on their corporate desktop systems, but most importantly on their mobile devices.
Fortunately, AirWatch® by VMware® provides tremendous support to help organizations leverage O365 on their mobile devices and our recent integration with VMware® Identity Manager provides an industry-first adaptive access control framework to ensure that all work applications, including O365, can only be accessed on managed and compliant devices.
In this paper, we discuss why a bring-your-own-device (BYOD) approach to workforce mobility can be a compromise-free approach, and then how the combined capabilities of Samsung KNOX and
Enterprise Mobility Management from AirWatch by VMware turn this compromise-free approach into reality.
Less than a year ago, analysts’ predictions had mobility enthusiasts believing doomsday was approaching for the mobile device management (MDM) industry. At the 2013 Gartner Security and Risk Management Summit, a panel of analysts told attendees that the bring your own device (BYOD) phenomenon would lead to slashed prices, plummeting sales and the death of an industry. “Mobile device management is in chaos right now, and I think this market is going to die,” Gartner analyst John Girard told attendees (as reported by CRN.com). Girard predicted a shift toward application-level management necessitated by the BYOD trend and employee resistance to management of personal devices.
A Google Trends search for “BYOD” reveals it is a fairly new term, appearing in news publications for the first time in late 2011. BYOD is one part of a much larger, deeper-rooted trend: The consumerization of IT, which can be traced back to the early 2000s. Around that time, most everyone had a personal computer, which enabled them to work from home after hours – and to realize the benefits of using the devices that they had carefully chosen and were comfortable using, rather than the corporate devices their IT departments had issued them.
BYOD and the consumerization of IT continued to grow as devices became cheaper and more connected. Where IT leaders were once solely concerned with reining in all the unapproved devices accessing the corporate network, a recent Intel and readwrite report that shows 49 percent of U.S. IT managers “strongly agree that BYOD improves worker productivity.” The next era of BYOD has arrived, and IT departments are thinking about it as a strategic value-ad
This whitepaper proposes a new approach to integration - API-led connectivity - that extends traditional service oriented approaches to reflect today’s connectivity needs. We’ll outline the core of this approach and implementation challenges and discuss how IT leaders can realize this vision in their own organizations.
The business of IT has changed dramatically. An always-on, always-connected world means that competition is fiercer, customers are more demanding, and businesses need to innovate faster than ever. Companies can try to harness digital transformation by trying to do things the old way, but they will fall behind; the traditional IT operating model is fracturing under the digital demands of their customers, partners and employees.
This book will showcase:
-how digital transformation is affecting your business
-a roadmap to help you innovate faster, lower operational costs, and increase your IT capacity
-real-life case studies of companies who achieved great business outcomes through API-led connectivity
Today everything truly is connected to everything, and APIs are the connection mechanisms. Many companies are finding that their use of APIs has accelerated over the past 12 months, and that it will continue to accelerate during the next 12 months. APIs aren't really a new technology; they've actually been around for a long time. What is new is that they are in far broader usage today than they have been in the past. As of late 2015, the
ProgrammableWeb API directory listed more than 14,000
When thinking about designing and managing APIs, a number of important questions arise. Why are APIs so well used and what effect would they have on your business? What is the impact of the expanding API economy on both providers and consumers? What are API tools and how can an investment in tools be an extremely cost efficient foundation for production grade API use cases?
Open Compute has had a significant impact on the thinking about data center design. Until now, the focus has been on systems at the rack level, leaving unanswered questions about the power infrastructure upstream of the rack. In this paper, we address critical questions about the implications of Open Compute on the upstream power infrastructure, including redundancy, availability, and flexibility. We introduce simplified reference designs that support OCP and provide a capital cost analysis to compare traditional and OCP-based designs. We also present an online TradeOff Tool that allows data center decision makers to better understand the cost differences and cost drivers to various architectures.
Prefabricated modular data centers offer many advantages over traditionally built data centers, including flexibility, improved predictability, and faster speed of deployment. Cost , however, is sometimes stated as a barrier to deploying these designs. In this
paper, we focus on quantifying the capital cost differences of a prefabricated vs. traditional 440 kW data center, both built with the same power and cooling architecture, in order to highlight the key cost drivers, and to demonstrate that prefabrication does not come at a capex premium . The analysis was completed and validated with Romonet’s Cloud-based Analytics Platform, a vendor-neutral industry resource.
A critical step in moving from a shared virtualized environment toward a private cloud is the transition from infrastructure optimization to service optimization. NetApp’s design approach, technologies, and ecosystem integration build upon our storage efficiencies to deliver service-level efficiencies using centralized, policy-based management and automation. With NetApp® OnCommand® Workflow Automation, an efficient service-oriented approach can be implemented that enables storage provisioning, data protection, and operational processes to be integrated and automated. As a result, enterprises can meet workload service-level requirements while greatly reducing management costs and improving business agility.
In the customer service solutions Forrester Wave™ for enterprise organizations, we identified the 11 most significant customer service solutions — eGain, Microsoft, Moxie, Oracle Service Cloud, Oracle Siebel CRM, Pegasystems, Salesforce, SAP Cloud for Service, SAP CRM, SugarCRM, and Verint — and researched, analyzed, and scored them. This report details
our findings on how well each vendor fulfills our criteria and where it stands in relation to other vendor solutions in order to help customer service professionals select the right partner for
their customer service initiatives.
According to Forrester Research, 76% of consumers are using online self-serve to find answers—more than any other support channel, including phone.
And they are no longer just looking for customer support directly on companies’ Facebook or Twitter sites. They are seeking help from their peers for quick and easy answers. Companies are recognizing this social service trend and are using customer communities as a platform to enable customers to socially self-serve. This approach can greatly enhance the overall service experience and reduce escalations to an agent. In looking at social service trends and benefits, it’s important to strategically think about the customer community implementation and planning process.
The Internet of Things (IoT) is connecting our world in ways that were unimaginable 10 years ago—collecting data on everything we do and using it to streamline our daily activities. In doing so, IoT is changing the way that consumers think about service. Service organizations must be prepared to support these new customer expectations to ensure continued satisfaction to strengthen and foster loyalty.
Additionally, IoT is making its way into the enterprise, especially among organizations in industries like utilities, oil and gas, medical devices, manufacturing and telecommunications. Connected devices enable more efficient processes for maintenance and repair by constantly providing information on machines’ performance, environmental conditions, and possible failures. For example, a connected washing machine in a customer’s home could automatically send out an error report to the manufacturer when it experiences a failure. This is where field service management comes in.
This document defines Oracle’s Customer Experience (CX)
Value Equation as the strategic method to identify and measure
the value of organizational CX. This model was originally
documented in “CX Metrics and KPIs – September 2012.”
It has received wide support, and has been the #1 searched hit
and downloaded CX KPI document for 3+ years – a significant
achievement in this industry – in an era where concepts are
replaced daily with the latest, greatest fad.
Since the original publication, I have received significant
feedback that has been overwhelmingly positive, but with a
request to comment on additional topics – most notably: brand
impact, shared services, and Oracle’s Road to Modern. This
updated paper leverages the original work, adds information
around these additional topics and incorporates our continued
For the most part, even companies using sophisticated technology to provide consistent access and answers across channels still view customer service through a traditional lens of serving the needs of the customer—despite its usefulness in marketing, building brand equity, up- and cross-selling and driving loyalty, as well as capturing the voice of the customer for product and service improvement and new product and service ideas. Even when serving customers is seen as a strategic goal for the entire organization, few companies seem to be leveraging customer service as a true organizational
Consumer preference for customer service channels is changing across all ages and demographics. Adoption of digital customer service channels, with an emphasis on self-service channels such as web and mobile, is exploding as consumers expect relevant and seamless omnichannel customer service. However, firms’ technology and staffing plans are not keeping up with consumer demand for digital customer service. This report outlines communication channel customer use and major gaps in contact center technology and operations. It also provides data that will help application development and delivery (AD&D) pros align operations with customer expectations to garner their satisfaction and long-term loyalty.
You know what you need to do—provide personalized service anytime, anywhere, on any device. You know why you need to do it—a 10 percent increase in your customer experience score can translate into an additional $1B in revenue!
The issue is, “How to get from where you are today, to where you need to be?” That’s where Oracle’s Roadmap to Modern Customer Service (RTM) can help. The RTM framework enables you to determine your current stage of customer service maturity and map out your steps for getting to the next level.
To help get you started, here is a brief overview of the three stages of customer service maturity.
The days of ‘buyer beware’ are over. Today it’s ‘seller beware,’ as customers—empowered by technology—share their service experiences. That means every experience must be personalized and consistent across channels and throughout the customer journey.
Get it right and you’ll be rewarded with increased revenues and lifelong customers. Get it wrong and 89% of customers will stop doing business with you after one bad experience. So how do you deliver the tailored, seamless service customers demand? Learn how Oracle delivers a complete, connected, stand-out customer service solution as compared with Salesforce.
Data is one of the most valuable business assets. Companies are using data to provide more personalized, tailored experiences to their customers, analyzing customer and operational behavior to make better decisions, and providing web and mobile apps to their customers, employees, and partners. As the keys to that data, APIs are poised to become valuable business assets in and of themselves.
In this whitepaper, we'll learn how APIs are currently transforming the enterprise, and how they will become even more integral to how we do business in the future.