1、*#. 5 #dB Z jm %Z) = IBM 5 Websphere Customer Center dB Z jm %ZIBM 5 2000sIntegrate and ConsolidateExternalDataData SourcesSourThird PartyPackagedApplicationsDemographicDataCustomUNIXApplicationsCustomMainframeApplicationsNew TargetApplicationWe Service ClientExtractProfileCleanTransformLoadNew Targ
2、etApplicationWe Service ClientExtractProfileCleanTransformLoadNew TargetApplicationWe Service ClientExtractProfileCleanTransformLoadNew TargetApplicationWe Service ClientExtractProfileCleanTransformLoad1970s and 1980sCustom Applications1990sPackagedEnterprise ApplicationsInstance #1We Service Client
3、ExtractProfileCleanTransformLoadInstance #2We Service ClientExtractProfileCleanTransformLoadWe Service ClientExtractProfileCleanTransformLoadInstance #3We Service ClientExtractProfileCleanTransformLoadExtractProfileCleanTransformLoadExtractProfileCleanTransformLoadWe Service ClientExtractProfileClea
4、nTransformLoadExtractProfileCleanTransformLoadExtractProfileCleanTransformLoadXXX IT?Z N_ ZE v. _ZE_ZE /Z F / 15a g v Z z MDM SOAApps.” GartnerSeptember 2005“ B Z jm Wx | ; .” GartnerSeptember 20051y“ Z“d1 % ZB1yB Z0%4“d| Z i%“db &$* &OUFSQSJTF $VTUPNFS*OGPSNBUJPOJMF“d 4dB Z jm Z J Z& $3.“dWebSphere
5、 Customer Center Z “CDI : B o 4WCC ) ?4 g L H Wq ) WCCCustomerMasterDatabaseBusinessServicesBusiness ApplicationsIntegration HubsBatch JobsWCC =i% Z b4Xuzb Z . 7 V bReal Time Analytics Z “ (CDI) hub $ %Z (480+ services) O8“ L H p Z Parties Location/Contact Method Relationship/Hierarchy Products/Acco
6、unt Billing/Claims Interactions Campaigns Privacy/Preference Customer identity & directory Z) Customer knowledge management Duplicate suspect processing Event notifications Rules of visibility Integrated business rules engine - (CRM) W CustomerWeb Self-Service BranchWirelessSelf-serviceCall CenterAT
7、MReal TimeAnalyticsDataWarehouseWealth OthersLoansDepositsCardsWCCeWCC“d1“Web self-serviceWireless self-serviceCallCenter IVR ATM Branch FieldThird Party AgentCustomer Customer Customer Customer Customer Customer Customer CustomerBusiness Process/CRM ApplicationsCustomerXMLIntegration Hub (EAI, MQ,
8、etc.)WCCRDBMSApplication Logic J2EE Application ServerInitial data matching and loadOther Customer DataExternal customer demographic data loaded to WCCFull customer view & relationship understanding sent from WCC to data warehouseMarketing data ware-houseCustomer Recognition Vendor Analytics engineC
9、ustomer Customer Customer CustomerETL3rdParty SystemBatch Data Load Deposits Loans Wealth CardsWCC =OReal timeTransactionsBatchTransactionsCompositeTransactions &Business ProcessesOperational CustomerData Inquiry TransactionsOperational CustomerData Update TransactionsEventManagementPrivacyand Secur
10、ityBusinessRulesDuplicateSuspectManagementHistory &Audit TrailDataStewardship& IntegrityFlexibility Extensionand customizationmanagementBusiness Rulesand Data TransformationManagementConfigurationManagementAction Layer Operational Business TransactionsIntelligence Layer Integrity LayerKnowledge Laye
11、rIntegration LayerConfiguration & Extension ServicesWCC (s )LOCATION GROUPPARTYPERSONORGANIZATIONPARTYEQUIVA-LENCYPARTYNAMEPARTYRELATION-SHIPCONTRACTCONTRACTCOMPONENTCONTRACTROLEBILLING SUMMARYINACTIVATEDREASONSPARTYIDENTIFIERALERTCONTACT METHODDUPLICATESUSPECTADDRESS GROUPCONTACT METHOD GROUPADDRES
12、S5PAYMENTMETHODTYPEPAYMENT SOURCEADMIN SYSTEM KEYINACTIVEPARTY LINKCONTRACTRELATION-SHIPPRODUCTTYPEROLELOCATIONROLEIDENTIFIERROLELOCATIONPURPOSEDEFAULTSOURCEVALUECONTRACTCOMPONENTVALUEPRODUCTTYPERLSHPADJUSTREASONHOLDINGPAYROLL DEDUCTIONBANK ACCOUNTCHARGE CARDCLAIMCONTRACT CLAIMROLECLAIM INTER-ACTION
13、 INTER-ACTIONRESP. TPINTER-ACTIONRLSHPINTER-ACTIONPOINT TYPEINTER-ACTIONTYPEINCOME SOURCEPARTYMACROROLEMACROROLEASSOC.ACCESSDATEVALUEINTER-ACTIONCATEG.INTER-ACTIONSTATUS TPCommon ServicesaddAccessDateValue getAllBusinessTxnRequests updateBusinessTxnRequestaddBusinessInternalTransaction getAllBusines
14、sTxnResponses updateBusinessTxnResponseaddBusinessTransaction getAllErrorsByGroup updateErrorReasonaddBusinessTxnRequest getAllInqLevels updateExtensionSetaddBusinessTxnResponse getAllInqLevelGroups updateExtensionSetConditionValueaddErrorReason getBusinessInternalTransaction updateExternalRuleaddEx
15、tensionSet getBusinessTransaction updateExternalRuleImplementationaddExtensionSetConditionValue getBusinessTransactionByName updateGroupAccessaddExternalRule getBusinessTxnRequest updateGroupProfileaddExternalRuleImplementation getBusinessTxnResponse updateInqLeveladdGroupAccess getErrorReason updat
16、eInqLevelGroupaddGroupProfile getExtensionSetConditionValue updateMetaElementaddMetaElement getExternalRule updateMetaElementAttributeaddMetaElementAttribute getExternalRuleImplementation updateMetaGroupaddMetaGroup getGroupAccess updateUserAccessaddUserAccess getGroupProfileByName updateUserGroupPr
17、ofileaddUserAccessGroup getInqLevel updateUserProfileaddUserProfile getInqLevelGroup updateVElementValidationsgetAccessDateValue getMetaElement updateVGroupValidationsgetAllAccessDatevaluesByEntity getMetaElementAttributegetAllExternalRules getMetaGroupgetAllGroupAccessesByBusinessTxTpCd getTAILgetA
18、llGroupAccessesByGroupProfileID getUserAccessgetAllMetaElementAttributes getUserGroupProfilegetAllMetaElementAttributesByAttributeType getUserProfilegetAllMetaElements getuserProfileByUserIDgetAllMetaGroups updateAccessDateValuegetAllBusinessInternalTxns updateBusinessInternalTransactiongetAllBusine
19、ssTransactions updateBusinessTransactionWCC (s Total = 485) SOA8“O !9Large Grained Business ServicesFine Grained Business ServicesBusiness Object ModelDatabaseComposite Business ServicesComposite Business ServicesWebSphere Customer Center WCC h p OEAIBPMWCC EDW ESBApp 3App 1 App NEAI/ETL/EIIApp 2 App 4 WCC EDWEDW s s % 9 Zs Bs“dbWCC ECIF, “d Z T B“db= V EAI,ETL EIIZ T“d WCC + v ? YFq m 5 ? Z“ 58“O 2 V “ ZsJune 2005, Tech Choices “The Forrester Wave: Customer Data Integration, Q2 2005”
