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Information Security Level 2 – Sensitive © 2012 – Proprietary and Confidential Information of Amdocs Multi Chanel Self Service Amdocs and HTML5 Daniel.

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Presentation on theme: "Information Security Level 2 – Sensitive © 2012 – Proprietary and Confidential Information of Amdocs Multi Chanel Self Service Amdocs and HTML5 Daniel."— Presentation transcript:

1 Information Security Level 2 – Sensitive © 2012 – Proprietary and Confidential Information of Amdocs Multi Chanel Self Service Amdocs and HTML5 Daniel Reiter Chief Architect, Customer Management November 2012

2 Agenda About Amdocs Multi Channel Self Service Technological challenges Solution approach Architectural dilemmas

3 For 30 years, Amdocs has ensured service providers success by embracing their biggest challenges About Amdocs Leader in Customer Experience Systems and Services $3.2b revenue, $1.17b in cash More than 19,000 professionals Serving customers in more than 60 countries Traded on New York Stock Exchange (DOX)(DOX)

4 250+ Customers 2500+ Projects We support more than 2 billion customer experiences a day

5 Multi Channel Self-Service (MCSS) Information Security Level 2 – Sensitive © 2012 – Proprietary and Confidential Information of Amdocs 5 The Business need: Unassisted consumer access to Service Provider Complete, integrated transactional-care (Bill payment, Care, Commerce) that provides consistent and great user experience across all touch points Fast Deployment Multi-touchpoint Slick Apps Easy Updates

6 Technological Challenges Information Security Level 2 – Sensitive © 2012 – Proprietary and Confidential Information of Amdocs 6 Mobile deployment on limited control environment, multiple OS, form factors and constantly expanding matrix of devices Native user experience Need for common code base to reduce lengthy development and deployment cycles and retain consistency across touch point Customizable yet upgradable (theme, styling, functionality) Continuous upgrade/patch

7 HTML5, JQuery widget libraries REST services Modern Web Architecture 1 Mobile Deployment 3 Device abstraction layer for deployment to multiple mobile devices (reduce device porting time) Supports major form factor combinations – tablet, desktop, smart phone (increase code reuse) Touchpoint Optimization & Consistency IDE for Quicker page creation and re-use across form factors Rapid Deployment 4 2 Unified UI infrastructure that cuts across touch points and channels enabling rapid time to market and a screamingly simple user experience Solution Approach User Experience (UX) Framework

8 Standards Based Web Technology HTML5 BackboneJS jQuery Stack jQuery jQueryMobile jQueryUI RequireJS Underscore Information Security Level 2 – Sensitive © 2012 – Proprietary and Confidential Information of Amdocs 8 UXF is based on technologies, JavaScript open sources tools, and utilities that are industry-standards:

9 Modularization Bringing Structure to Javascript UXF uses Asynchronous Module Definition (AMD), supported by requireJS A module is a component that is treated/loaded as a standalone entity Every UXF JavaScript object is defined as a module Provides basic and common components that are used to create web-based applications Widget library Application building blocks Information Security Level 2 – Sensitive © 2012 – Proprietary and Confidential Information of Amdocs 9 Provides a clear separation of Server REST services UI business logic UI flows Client presentation layer HTML/JS/CSS Easier maintenance of large- scale applications Easy reuse of code Customization enables substitution of core module with a customized version Provides structured approach to javascript simplfying code management and increasing reuse Benefits Capabilities

10 Widgets Library Versatile Building Blocks Widget – self contained client side component that exposes a specific piece of content (information or service). Typically implements several views, optimized per touch point or device. Technical Widgets – based on jQuery/JQM widgets that provide basic UI elements. Widgets can be grouped to form higher level (composite) widgets Business Widgets – widgets combined with services create reusable blocks of business functionality (i.e. search product widget) Information Security Level 2 – Sensitive © 2012 – Proprietary and Confidential Information of Amdocs 10 Easy reuse of code – drop widgets into pages Customization creation of custom composite widgets Widgets provide ease to reuse building blocks of functionality allowing rapid page construction Benefits Capabilities

11 Supporting tools Set up environment – Quick jump start, standard working environment Design – Design tools Services, Data and presentation Develop – Structured development concepts, templates, live documentation, data binding, code inspection Test – Automated tests, build reports, Simulates browsers, desktop, mobile and tablet, simulate devices API, device emulator Build – Optimize development resources for production, code validation, build servers for multiple platforms (So all development and build could be done on same machine) Custom build – Create partial build in case not all features, widgets are required to create specific application version that contain only what is needed by specific customer Runtime – Logging framework, Usage analysis, Configuration, background updates Information Security Level 2 – Sensitive © 2012 – Proprietary and Confidential Information of Amdocs 11 Capabilities UXF is a complete stack of technologies and tools that supports creating and deploying user-experience focused applications cross device and cross platform

12 Architectural Dilemmas Information Security Level 2 – Sensitive © 2012 – Proprietary and Confidential Information of Amdocs 12

13 Hybrid Application Information Security Level 2 – Sensitive © 2012 – Proprietary and Confidential Information of Amdocs 13 The dilemma Native or HTML5? Native has the potential to provide better performance and optimized graphics….. We decided hybrid HTML5 Built using web technologies and compiled into a native executable run by the native browser A True design once deploy many enabling technology Close to native experience on smart devices and desktops Rapid Development Code Reuse Rich customizable Experience Repeated effort to customize multiple native code…

14 Native User Experience and Code Reuse Information Security Level 2 – Sensitive © 2012 – Proprietary and Confidential Information of Amdocs 14 User Experience Code Reuse/Rapid Deployment UXF Hybrid Web App

15 Client Framework Information Security Level 2 – Sensitive © 2012 – Proprietary and Confidential Information of Amdocs 15 The dilemma: Use an existing frameworks such as Dojo or Sencha Vs. building our own framework based on smaller components such as jQuery /JQuery Mobile, Backbone, RequireJS etc. We decided build our own… Amdocs requirements include a unique blend of customization/upgrade/experience/rapid development customization Widget library decoupling – easier to adopt new UI elements without impacting the JS framework Vendor locking/decoupling Ability to upgrade Strengthen our in house knowledge of the technology

16 Mobile Enablement User Experience Framework (UXF) Hybrid Application Support – HTML5 pages encapsulated and installed on mobile device as application Supported Devices – UXF ME supports broad range of mobile phones and tablets Device Abstraction – Provides common set of APIs to access native resources on supported devices (camera, accelerometer, GPS) Push Notification – Provides common API enabling Push Notification across multiple OS Mobile Development – IDE that allows emulation of devices as well as simulation of local device resources Packaging and Deployment – Installer generator for selected devices creates OS specific installation package and application /version management. Use of technology specific package selection such as Android Google filters. UXF Mobile Enablement allows deployment of a single sourced Hybrid Mobile app to host of supported devices

17 Client or Server Centric Architecture The dilemma Client based architecture reduces network resource utilization and reduces impact on service provider backend systems Server based architecture simplifies Security and Role Based Authorization. Also uses more popular language (java vs JS) We decided to go client centric because… UI experience (performance) Higher scalability (strong client side CPU) Resource security is managed on the server Decoupling of server/client technology Information Security Level 2 – Sensitive © 2012 – Proprietary and Confidential Information of Amdocs 17

18 Client Centric MVVM Design Pattern Information Security Level 2 – Sensitive © 2012 – Proprietary and Confidential Information of Amdocs 18 The entire application is client side - Server provides only content via REST Services Model – Reflects front end server REST services View – Interact with the user in graphical way ViewModel – the displayed data model Allows clear separation of front end server data from the UI display logic Data binding – automatic update of UI when model data change and vise versa

19 Cross Touch Point Design Design Once Deploy Many Adaptable widgets across major form factors Smartphone, Tablet, Desktop Multiple embedded views (based in part on responsive design concept) Enables touchpoint specifics events with widgets Increases code reuse List Widget Model List of devices (name, picture, desc) ViewModel – Abstract View Select Row {Click on Row, Touch Row, … } Next Rows {Scroll Down, Wipe…} Views Tablet View Web View Mobile View GetDeviceList Service call. The use of Model View ViewModel(MVVM) paradigm enables a single widget to render appropriately for different form factors

20 Information Security Level 2 – Sensitive © 2012 – Proprietary and Confidential Information of Amdocs 20 Graph Widget Carousel Recommendation

21 Service Providers are looking to provide a superior customer experience which is consistent across unassisted touch points However, technological challenges such as limited control environment, multiple OS, form factors and constantly expanding matrix of devices as well as long development and deployment cycles inhibit adoption of self service solutions The Amdocs Multi Channel Self Service provides a solution based on the UX Framework and advanced web technologies such as HTML5, JavaScript, widget libraries and industry standard open source tools and utilities Summary Information Security Level 2 – Sensitive © 2012 – Proprietary and Confidential Information of Amdocs 21

22 Questions Information Security Level 2 – Sensitive © 2012 – Proprietary and Confidential Information of Amdocs 22 ?

23 Thank You daniel.reiter@amdocs.com Information Security Level 2 – Sensitive © 2012 – Proprietary and Confidential Information of Amdocs 23

24 Highly Customizable UI Style – Customize application look and feel (CSS) Design concept and theme Widget styling View – Customize application layout, widgets used, widget style in context, widget display properties Presentation logic (JS Object) – Customize user interaction, application and user event handling Flows and client side processing – Customize application flows, validation, relational model Interaction with BE Server – Customize REST services Information Security Level 2 – Sensitive © 2012 – Proprietary and Confidential Information of Amdocs 24


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