Real-time Integration with External Web Services and Applications SessionSuite SOA Edition and SDK interfaces with external Web Services and applications as sessions are being processed, enabling real-time call routing and policy decisions. For example, during call setup, an application could consult a user’s Outlook Calendar to determine if the user is available to accept a call, or an application could query a weather service to adaptively route call center traffic during a weather emergency or natural disaster. External applications can also initiate SessionSuite services. For example, a financial services application could automatically connect a customer to a financial advisor when a stock reaches a configured price, or an airline reservation system could automatically connect a customer to a call center representative if a flight is cancelled.
High-level Programming Interfaces SessionSuite Web Service APIs shield developers from the complexities of the underlying communication infrastructure. Developers, systems analysts and Web designers do not need to be “telephone” experts to add interactive communication capabilities to their applications or Web sites. No special training is required – developers are not required to learn new protocols or acquire new skill sets. Organizations can utilize a unified skill set for rapid, efficient, economical project execution combining data and telephony applications. This allows teams to focus on the business solution being created rather than the details of telephony protocols.
Unique Session Correlation Mechanism SessionSuite Web Service APIs expose a tagging mechanism that is used to associate application context or data between multiple applications. The information associated with a session “follows” the call, even if it is transferred between users using different applications. As an example, in a call center, this capability can be exploited to pass account information along with a call so a customer does not have to restate account details when a call is transferred to a different agent. Unlike a traditional Call Detail Record (CDR), the SessionSuite Web Service APIs provide real-time reading and writing of information stored in a data structure associated with a communications session. Using these APIs, applications can tag sessions with their own data, create relationships between sessions that can be navigated later, and tag the relationships between sessions with their own data.
Session correlation supports loose-coupling within an SOA by not requiring prior-knowledge or tight-integration between multiple communications-enabled applications. The correlation becomes a ‘whiteboard’ where application data can be shared offering new opportunities for application developers to simply link communications enabled business processes.
Complete Software Development Kit (SDK) The SessionSuite SDK includes all of the resources and documentation necessary to integrate interactive communication services with any distributed software application. The SDK includes WSDLs, XSD, sample applications and comprehensive documentation for each Web Service.
SessionSuite WSDLs are platform independent, WS-I Basic Profile interoperability tested, and allow integration of services into any development environment.
Integration With Enterprise Application Tools SessionSuite SOA Edition integrates with any existing Enterprise Architecture or SOA tools, including BPEL, BPM, Portal Servers, Service Registry, and Management infrastructure. Developers can protect and leverage software development environment investments and use familiar development tools and techniques for faster, more economical program development.
By delivering voice and video as a software solution implemented similarly to other datacenter applications, enterprises can reduce administrative overhead and operations costs by unifying management systems, and by consolidating operations and support functions.