Accelerating Adaptive UI with Serverless Cloud Backend Presented by: David Atkins Principal Solution Architect Dan Mitchell Principal Sales Engineer

Transcription

1 Accelerating Adaptive UI with Serverless Cloud Backend Presented by: David Atkins Principal Solution Architect Dan Mitchell Principal Sales Engineer 1

2 A Tale of Two Companies DigiCom Medium-sized IT parts distributor Online customer ordering All inside sales, no field presence Few CSRs handle customer issues Commercial OpenEdge-based ERP ServiTech Medium-sized field services company Lots of CSRs handle customer requests CSRs dispatch requests to technicians Techs work remote, using own devices CRM & Service System are.net/mssql DigiCom + ServiTech = DigiServ 2

3 DigiCom ServiTech CSR Customers Customers CSR Inventory Worker Technicians 3

4 DigiCom + ServiTech = DigiServ Challenges: Post-merger joint CSR team downsized 75% How do they support volume and diversity of inbound service requests? DigiCom needs access to ServiTech backend system To deliver inventory/shipping notifications to field technicians ServiTech needs remote access to DigiCom backend system Techs need to research and order replacement parts from the field Field techs need modern mobile apps To leverage device features like geolocation, camera, messaging, push notifications... Growth strategy is aggressive diversification of products sold and serviced How best to maintain ever more complex and numerous technician assignment rules? 4

5 Intelligent, unified user experience Hardware Customers CSR Service Customers API Service Platform Technicians Systems of Record & Advanced Business Logic Inventory Worker 9

6 What You Will See Today User system down Technician Acknowledges Stock replenished via web app Live Chat to schedule service Technician assigned Technician notified Contact Customer Order needed parts Needed part out of stock Technician notified Service completed Customer Acknowledge 10

7 Field Service Demonstration Progress Software Corporation and/or its subsidiaries or affiliates. All rights reserved. 11

8 Intelligent, unified user experience Hardware Customers CSR Service Customers API Service Platform Technicians Systems of Record & Advanced Business Logic Inventory Worker 12

9 The Progress Cognitive-first Platform Mobile Web Wearables Chatbots AR/VR Adaptive Experience Cognitive Cloud Connected Data Systems of Record Big Data Internet of Things 13

10 Demo Step 1: WHAT DID YOU SEE: Chat Bot, mbaas, Biz Rules, MSSQL and SMS ServiTech MS SQL 14

11 Demo Step 1: WHAT DID YOU SEE: Chat Bot, mbaas, Biz Rules, MSSQL and SMS ServiTech MS SQL 15

12 Intelligent Chat Experience AI powered, goal driven conversation experiences Reduce cost and overload of your contact center Increase revenue with new social media and web customer communication channels Retain and delight more customers with better customer experiences Digital leadership makes you competitive, relevant and cutting edge 16 16

13 How NativeChat Works 17

14 Intelligent Chat Experience Declarative based Cognitive Flow Synonym based training 18 18

15 Intelligent Chat Experience 19 19

16 Demo Step 1: WHAT DID YOU SEE: Chat Bot, mbaas, Biz Rules, MSSQL and SMS ServiTech MS SQL 20

17 Backend as a Service 21 21

18 Backend as a Service 22 22

19 Backend as a Service Integration Orchestration Security Compliance Disconnection Notifications Scalability Reliability 23 23

20 Backend as a Service Integration Orchestration Security Compliance Disconnection Notifications Scalability Reliability 24 24

21 Kinvey Cloud Service Accelerators Leverage more than 20 integrated, configurable and secure serverless cloud services to reduce development, integration, maintenance and operations costs. End-to-End Encryption Node.js PaaS Data & File Storage Data Connector Data Sync Cloud Caching Push, , SMS Systems of Record Live Service Configuration Settings Access Controls Data Orchestration Operational Intelligence Auto-Scaling 26

22 Backend as a Service Business Rules as a Service 27 27

23 Backend as a Service - Data Connectivity 28 28

24 Backend as a Service - Data Connectivity 29 29

25 Backend as a Service - Data Connectivity 30 30

26 Backend as a Service MSSQL Service Appointment Data 31 31

27 Backend as a Service - Data Connectivity 32 32

28 Backend as a Service SMS Gateway 33 33

29 Backend as a Service Operational Intelligence 34 34

30 Demo Step 1: WHAT DID YOU SEE: Chat Bot, mbaas, Biz Rules and SMS ServiTech MS SQL 35

31 Business Rules Empower business users to manage business rules Empower subject matter experts Reduce burden on development teams Industry leading performance & scalability 36 36

32 Business Rules 37 37

33 Business Rules If the device type is a laptop AND the service type is motherboard or video card replacement then the minimum technician skill level required for that service task is

34 Business Rules 39 39

35 Data Connectivity The Industry Standard for Data and Application Connectivity 9 of the top 10 BI vendors embed DataDirect Long history of industry standards leadership Patented hybrid integration approach cloud / on-premise / both Best-in-class performance, scalability and security Progress 2017 Software Progress Software Corporation and/or its subsidiaries or affiliates. or affiliates. All rights reserved. All rights reserved. 40

36 Demo Step 1: RECAP WHAT YOU SAW: Chat Bot, mbaas, Biz Rules, MSSQL and SMS ServiTech MS SQL 41

37 Rapid Connector Demo Step 2a: WHAT DID YOU SEE: Native Mobile App and mbaas ServiTech MS SQL 42

38 Rapid Connector Demo Step 2a: WHAT DID YOU SEE: Native Mobile App and mbaas ServiTech MS SQL 43

39 Mobile App Development What is the Challenge? Swift for Apple Java for Android Develop the same app twice Try to keep apps looking the same and code in sync Progress 2017 Software Progress Software Corporation and/or its subsidiaries or affiliates. or affiliates. All rights reserved. All rights reserved. 44

40 Mobile App Development What is the Answer? NATIVESCRIPT! Create truly native ios and Android apps from a single codebase in JavaScript, TypeScript or Angular No need to write bridging code. All native functionality is available from single codebase. Get native performance and user experience Progress 2017 Software Progress Software Corporation and/or its subsidiaries or affiliates. or affiliates. All rights reserved. All rights reserved. 45

41 NativeScript Development Javascript and HTML 46

42 Mobile App Deployment What is the Challenge? App Store deployment must have a Mac Settings for App in Store Icons and App Store Images Progress 2017 Software Progress Software Corporation and/or its subsidiaries or affiliates. or affiliates. All rights reserved. All rights reserved. 47

43 Mobile App Deployment What is the Answer? NATIVESCRIPT SIDEKICK! NativeScript Sidekick to Streamline Development AND Deployment 48

44 NativeScript - Native Device Functionality Call Customer 49

45 NativeScript - Native Device Functionality Customer 50

46 NativeScript Plus Device - Native Functionality Device Functionality Driving Directions 51

47 Rapid Connector Demo Step 2a: WHAT YOU SAW: Native Mobile App and mbaas ServiTech MS SQL 52

48 53

49 JSDO Rest Service Layer Demo Step 2b: WHAT DID YOU SEE: Native Mobile App and mbaas 54

50 Kinvey Cloud Service Accelerators Leverage more than 20 integrated, configurable and secure serverless cloud services to reduce development, integration, maintenance and operations costs. End-to-End Encryption Node.js PaaS Data & File Storage Data Connector Data Sync Cloud Caching Push, , SMS Systems of Record Live Service Configuration Settings Access Controls Data Orchestration Operational Intelligence Auto-Scaling 55

51 Backend as a Service - OpenEdge Data 56 56

52 Backend as a Service - Data Connectivity 57 57

53 Backend as a Service - Data Connectivity 58 58

54 JSDO Rest Service Layer Demo Step 2b: WHAT YOU SAW: Native Mobile App and mbaas 59

55 Demo Step 3: WHAT DID YOU SEE: Responsive Web and Push Notifications Rest Service Layer (Push notification) 60

56 Demo Step 3: WHAT DID YOU SEE: Responsive Web and Push Notifications Rest Service Layer (Push notification) 61

57 Web Development What is the Challenge? Many Tools and Technologies to Choose From Connectivity to Multiple Data Sources Standard Development Framework Progress 2017 Software Progress Software Corporation and/or its subsidiaries or affiliates. or affiliates. All rights reserved. All rights reserved. 62

58 Web Development What is the Answer? Kendo UI Builder! Graphical Development based on current standards Built-in OpenEdge, REST and OData data source integration Model-based code generation to simplify customization Progress 2017 Software Progress Software Corporation and/or its subsidiaries or affiliates. or affiliates. All rights reserved. All rights reserved. 63

59 Kendo UI Builder Standards Based Angular 64

60 Kendo UI Builder Simplified Data Interfaces 65

61 Kendo UI Builder Simplified Screen Creation 66

62 Demo Step 3: WHAT YOU SAW: Responsive Web and Push Notifications Rest Service Layer (Push notification) 68

63 Intelligent, unified user experience Hardware Customers CSR Service Customers API Service Platform Technicians Systems of Record & Advanced Business Logic Inventory Worker 69

64 The Progress Cognitive-first Platform Mobile Web Wearables Chatbots AR/VR Adaptive Experience Cognitive Cloud Connected Data Systems of Record Big Data Internet of Things 70

65 DigiCom + ServiTech = DigiServ Challenges: A large number of CSRs from ServiTech were let go after merger Self-service scheduling through conversational chatbot interface 71

66 DigiCom + ServiTech = DigiServ Challenges: A large number of CSRs from ServiTech were let go after merger Self-service scheduling through conversational chatbot interface DigiCom needs direct access to ServiTech system Kinvey enables 2-speed dev, no-code integrations and SMS/Push 72

67 DigiCom + ServiTech = DigiServ Challenges: A large number of CSRs from ServiTech were let go after merger Self-service scheduling through conversational chatbot interface DigiCom needs direct access to ServiTech system Kinvey enables 2-speed dev, no-code integrations and SMS/Push ServiTech field techs need remote access to the inventory system Kinvey enables 2-speed dev, no-code integrations and SMS/Push 73

68 DigiCom + ServiTech = DigiServ Challenges: A large number of CSRs from ServiTech were let go after merger Self-service scheduling through conversational chatbot interface DigiCom needs direct access to ServiTech system Kinvey enables 2-speed dev, no-code integrations and SMS/Push ServiTech field techs need remote access to the inventory system Kinvey enables 2-speed dev, no-code integrations and SMS/Push Field techs need mobile apps that support geolocation etc. {N} app uses native device features, seamlessly integrated by Kinvey 74

69 DigiCom + ServiTech = DigiServ Challenges: A large number of CSRs from ServiTech were let go after merger Self-service scheduling through conversational chatbot interface DigiCom needs direct access to ServiTech system Kinvey enables 2-speed dev, no-code integrations and SMS/Push ServiTech field techs need remote access to the inventory system Kinvey enables 2-speed dev, no-code integrations and SMS/Push Field techs need mobile apps that support geolocation etc. {N} app uses native device features, seamlessly integrated by Kinvey DigiServ wants to expand the diversity of products they service Corticon tech assignment business rules are agile and manageable 75

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