Oracle Application Integration Architecture (AIA) Foundation Pack ...

Customer
Request
Channel?
OR
Manage Inbound
Email
Manage Inbound
Web Callback
Manage Inbound
Chat
Manage Inbound
Fax
System
Identify Cust omer
Determine Context
of Interaction
Fulfill Request
Account issue
Payment or
invoice issu...
New or Exis ting
Service Request?
Open Service
Locate Existing
Service Request
Decide How to
Proceed
and Any Charges
Not Covered b...
Service Covered by
Agreement?
Do Not Proceed
and Proceed
Accept Charges
and Proceed
Locate Existing
Service Request
Order
Fulfillment/
Manage Servi...
Asset Service
History
Review Service
Request and
Search for
Solution
Mainten anc...
Resolve Complex
Problem
Field Service
Escalate Service
Request
Cross-Sell or
Upsell
Escalate Service
Request
Cross-Sell or
Upsell
Close Service
Request
Close Servic e
Request
Capture Service
Charges
Capture Service
Charges
Invoice...
Order
Fulfillment/
Invoice. ..
Manage
Knowledge Base
ORACLE DATA SHEET
ORACLE APPLICATION INTEGRATION
ARCHITECTURE FOUNDATION PACK
EXTENSION FOR COMMUNICATIONS
KEY BENEFITS
• Integrates Oracle, 3rd Party or
custom developed
applications on an open
architecture
• Accelerates time-to-value with
pre-built Communications
Enterprise Business Objects
and Services
• Facilitates process
optimization through pre-built
best practice business
processes for
Communications
• Minimizes integration cost and
risk
Oracle Application Integration Architecture (AIA) Foundation Pack enables you to
simplify cross-application business process integrations using a standards-based,
prebuilt integration solution. Designed to promote rapid deployment, re-usability,
and configurability of business processes, AIA Foundation Pack saves significant
time, effort and cost in building and managing process integrations while enabling
you realize the value of a Service Oriented Architecture (SOA) at an accelerated
pace.
AIA Foundation Pack Extension for Communications complements Oracle’s
Foundation Pack solution by providing pre-built industry specific content to optimize
business processes that are unique to your business. Together, AIA Foundation
Pack and Foundation Pack Extension for Communications provide a comprehensive
solution for building sustainable, agile composite applications.
Leverage a Documented Communications Business Process Model
Oracle Application Integration Architecture for Communications is Oracle's approach to
delivering end-to-end, integrated business processes, applications and technology for the
communications industry. Oracle Application Integration Architecture empowers
Communications Service Providers to respond to changing market dynamics with greater
speed and agility by enabling them to adapt business processes with ease, gain access to
more accurate, timely intelligence and deliver innovative, customer-centric services faster.
As part of the Oracle AIA Communications Foundation Pack, we deliver a Communication
business process model that describes commonly used industry processes across key
operational areas within a Communication company, such as Concept to Launch, Order to
Bill, Order to Activate, Trouble to Resolve, Delinquent to Collect, and Agent Assisted
Billing Care. You can compare your current processes to Oracle’s business process model
before embarking on your integration projects.
Update Servic e
Agreement
Manage Inbound
Calls
Advise Customer
of Entitlements
Customer Service
Representative
Experience
Problem or Have
Request and
Capture Issue
Verify
Entitlements
Assign Service
Request
Review Service
Request and
Search for
Solution
Resolve Simple
Problem
Order
Fulfillment/
Field Service
Depot Repair
Incoming Problem
from Third-Party
Customer Support
Specialist
Asset Service
History
Depot Repair
Mainten anc...
Update
Knowledge Base
1

ORACLE DATA SHEET
Customer Service
VP
Analyze
Customer Service
Contact Center
Manager
Customer Service
Management
Customer Website
Administrator
Manage Web
Presence
Customer Service
Administrator
Customer Self-
Service User
Management
Customer
Services
Ordering and
Fulfillment
Experience
Problem or Have
Request
Customer Care
Delivery (Self
Service)
Customer Service
Representative
Customer Care
Delivery
(Ass isted)
Customer Contract
Administrator
Manage
Preventative
Maintenanc e
Figure 1: Process Customer Service Request business process diagram
Create Flexible Integrations Using a Canonical Model
Oracle AIA Communications Foundation Pack includes application independent Enterprise
Business Objects (EBOs) and Services (EBSs), a standards-based reference architecture,
programming methodology, and process governance tools, allowing you to create flexible
business processes integrations across your Oracle and non-Oracle applications. These
integrations can be easily modified or configured, allowing you to quickly respond to
business and customer changes. To help you accelerate your integration implementation,
AIA Communications Foundation Pack includes 5 pre-built, Industry-specific EBOs:
• Communications FulfillmentOrder
An order generated by the service provider for the goods or services purchased by a customer.
The object is used to exchange order data between central fulfillment and edge applications
other than provisioning
• Communications ProvisioningOrder
An order generated by the product or service provider for the goods or services purchased by
a customer. The object is used to exchange order data between central fulfillment and
provisioning applications
• Communications CreditAlert
A credit alert is raised to send updates on collection actions between CRM to BRM
• Communications ServiceUsage
The Service Usage object is used for querying or sending billed usage information for service
• Communications TroubleTicket
A Trouble Ticket is used for sending order failure information from the central fulfillment
systems to the trouble ticketing application in the context of order fallout
These EBOs are specifically designed for Communications processes and data structure in
order to greatly accelerate your integration efforts. They include over 200 attributes
allowing you to integrate your Oracle Order Management, Billing and Customer Care
systems to many different systems within your IT environment, such as a financials system
2

ORACLE DATA SHEET
or Network Operations system.
Built on Fusion Middleware
Oracle Application Integration Architecture is built on Oracle Fusion Middleware's market leading SOA
and BPM products. These products deliver a comprehensive SOA & BPM infrastructure for connecting
heterogeneous applications and business partners, managing structured and unstructured business
processes and advanced management via a unified framework for governance and monitoring. Learn
more about Oracle’s SOA and BPM Products.
Bottom Line
Oracle Application Integration Architecture Foundation Pack and AIA Foundation Pack Extension for
Communications enables IT organizations to orchestrate agile, user-centric business processes across
heterogeneous enterprise applications, at reduced risk and lower total cost of ownership (TCO).
With Oracle Application Integration Architecture Foundation Pack Extension for Communications, you
can:
• Integrate front and back office solutions to gain a 360 degree customer view across all
channels
• Create durable integrations across Oracle Applications, third-party and custom developed
solutions, unifying your application portfolio. These integrations are less expensive because
they use SOA and are built using the foundation pack artifacts
• Decrease IT expenses by reusing existing applications to create new composite applications
• Use Oracle’s documented banking and wealth business process models to increase business
efficiency and begin building SOA applications to maximize your return on past IT
investments
• Create flexible, upgradeable integrations using application independent objects and services
tailored to the banking and wealth industries
Contact Us
Visit Oracle.com/aia or call +1.800.ORACLE1 to speak to an Oracle representative.
Related articles:
Learn more about Oracle Application Integration Architecture Foundation Pack
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