FOURTH QUARTER Making the Right Technology Choices Today for a Mobile Future

Transcription

1 FOURTH QUARTER 2001 Makig the Right Techology Choices Today for a Mobile Future

2 TABLE OF CONTENTS Makig the Right Techology Choices Today for a Mobile Future Why Mobile, Why Now? The Beefits of Mobilizig Your Eterprise Icrease Employee Productivity Improve Customer Service Build Market Share ad Customer Value What Are Your Eterprise Challeges Multi-chael Approaches to Avoid Stovepipig Trascodig The Itegrated Approach: Your Best Choice for Multi-chael How Cysive Cymbio Helps You Meet Your Multi-chael Challege Beefits of Usig Cysive Cymbio Leverage Your Ivestmet Over Time Realize New Eterprise Efficiecies Maximize Multi-chael Busiess Opportuities Coclusio R I G H T T E C H N O L O G Y C H O I C E S 1 FOURTH QUARTER 2001 CYSIVE, INC

3 As fast as the Iteret wave swept over busiesses, the move to mobile techologies has the potetial to overtake it. The adoptio of mobile devices has outpaced that of other techologies, icludig radio, TV, PCs, ad the Iteret. Already mobile phoe usage surpasses PC owership. By 2003, leadig idustry aalyst, the Garter Group, estimates that there will be oe billio mobile phoe users, positioig the mobile phoe to become the de-facto stadard cosumer e-commerce device. Other mobile techology usage is also growig. Research compay, IDC, predicts 63.4 millio hadheld uits will be sold by 2004, up from 12.9 millio uits i Ad aalyst firm, the Aberdee Group, predicts there will be 74 millio wireless web users by By 2003, the mobile phoe will become the de-facto stadard cosumer e-commerce device. The Garter Group It s busiess, however, where mobile is breakig fastest. Mobile techology is already hard at work i US busiesses today, with the Garter Group estimatig 60 millio mobile workers atiowide. The aalyst group further projects that by 2004, almost 800 millio users worldwide will be accessig data wirelessly. Cosequetly, employers ca expect more ad more employees to regularly use mobile devices i the course of their jobs. Garter cautios that eterprises that fail to prepare to support their mobile workers eeds could realize a loss i productivity of at least 20 percet as compared to orgaizatios that have deployed mobile solutios. Coversely, it estimates that wireless techology ca icrease the productivity of mobile workers by 30 percet. R I G H T T E C H N O L O G Y C H O I C E S 3 FOURTH QUARTER 2001 CYSIVE, INC

4 Where are most of mobile workers foud? Accordig to a recet Yakee Group survey, big compaies have the largest percetage of mobile workers. Which is probably why half of Fortue 1000 compaies are committig 15% of their etwork service spedig to wireless. This reflects compaies eageress to realize the eormous cost savigs ad efficiecies oly possible through mobile computig. Further, it uderscores the uderstadig that forward-thikig busiess executives have of mobile s first killer app : the ability to exted legacy applicatios across multiple access chaels with oly a icremetal ivestmet. R I G H T T E C H N O L O G Y C H O I C E S 4 FOURTH QUARTER 2001 CYSIVE, INC

5 Why Mobile, Why Now? Takig a wait-ad-see approach to mobile eablig your eterprise is as risky as plugig i without uderstadig the busiess beefits ad techological challeges ivolved. Experts advise busiesses to begi layig the proper ifrastructure ow to eable them to strategically roll out mobile solutios as telecommuicatios stadards, devices ad mobile techologies stabilize. This recommedatio was echoed i a recet IformatioWeek article by Judith Hurwitz, chairma ad fouder of techology research firm, Hurwitz Group, who urged compaies to use this period to dramatically chage your techology ifrastructure ad to pla for the future. I this white paper, we ll discuss the ways you ca employ multi-chael access Web, wireless ad/or voice to improve existig busiess processes ad realize greater employee productivity while readyig your eterprise for emergig techologies. We ll outlie the techology challeges that your multi-chael solutio should address, icludig commo mistakes ad best practices i multi-chael eablig your eterprise. Ad we ll review Cysive Cymbio, Cysive s multi-chael eterprise platform, which provides a flexible, itegrated solutio for strategically deployig Web, wireless ad voice across your eterprise. The Beefits of Mobilizig Your Eterprise If the Iteret made 24x7 availability a reality, addig wireless ad voice chaels provides the ext logical extesio. It frees your customers, employees ad tradig parters from the costraits of doig busiess with you withi the cofies of their homes or offices. The logic of mobilizig its costituecy is ot lost o large orgaizatios, may of which were slow to embrace the Iteret. They realize the immese cost efficiecies to be gaied from the smarter deploymet of their staff ad iformatio resources as well as aytime, ayplace visibility across their busiess processes. Additioally, the ability to deliver customer service ad eable trasactios literally at their cliets figertips provides a true differetiator i icreasigly crowded ad cofusig markets. R I G H T T E C H N O L O G Y C H O I C E S 5 FOURTH QUARTER 2001 CYSIVE, INC

6 Amog the beefits compaies ca realize from eablig multi-chael access are: Greater worker productivity across the eterprise More accurate, faster ad less costly trasactio processig Elimiatio of maual processes ad redudat data etry Icreased maufacturig, supply chai, ad distributio efficiecies Better customer service ad satisfactio Improved competitive positio Icreased sales opportuities How serious are busiesses about mobilizig their workforces? Forty percet of Fortue 2,500 busiesses i the US have or are equippig their employees with wireless devices, accordig to a recet Forrester Research survey. Aother 30% said they were cosiderig rollig out wireless systems. HOW BUSINESSES ARE USING MULTI-CHANNEL COMPUTING Costituet Group Prospects Customers Employees Busiess Parters Stockholders Recruits Retirees Basic Services / Iformatio Needed o the Move Product / Service Iformatio Promotios / Coupoig Press Releases Orderig / Paymets / Cofirmatios / Receipts Shipmet Status Caledarig / Schedulig Prospect / Customer Iformatio Field Servicig / Support HR Related Ifo Place / Accept Orders Shipmet Status Paymet Status Stock Prices Job Opeigs Compay News Retiremet Accout Access Source: The Mobile Costituet R I G H T T E C H N O L O G Y C H O I C E S 6 FOURTH QUARTER 2001 CYSIVE, INC

7 Why? Itegratig Web ad mobile techologies itroduces immediate efficiecies ad cost savigs across the etire eterprise while dramatically improvig the compay s competitive positio. As the costs associated with etwork support ad maiteace decrease, the savigs realized from streamlied trasactios, better customer service ad improved busiess processes climb. There is less demad o compay IT techicias to maitai computer resources. Eve dowtime for office moves is reduced, sice employees ca plug i ad start workig right away. Here are some of the ways you ca put multi-chael solutios to work for you: Icrease Employee Productivity I Iformatio Week Research s recet Improvig Busiess Processes survey, 89% of the IT ad busiess maagers surveyed said that automatig busiess processes reduced costs ad 84% said it improved customer loyalty ad employee productivity. Addig multi-chael capabilities further ehaces automatio, eablig you to put the right iformatio i the right employee s had right away ad i real time. Wireless techology ca icrease the productivity of mobile workers by 30 percet The Garter Group Mobile techology works for all types of day-to-day busiess operatios applicatios: , schedulig, time ad expese reportig, purchasig, ad more. It also works for all levels of employees, from field employees hadlig sales ad service calls to the CEO accessig key busiess metrics. I additio, you ca use your eterprise s multi-chael capabilities to improve commuicatios with your tradig parters ad itroduce greater efficiecies throughout your supply chai (by as much as 10 percet, accordig to the Garter Group) as well as your maufacturig ad trasportatio processes. R I G H T T E C H N O L O G Y C H O I C E S 7 FOURTH QUARTER 2001 CYSIVE, INC

8 SAMPLE USER SCENARIO: TRANSPORTATION AND LOGISTICS Mobile devices are a perfect fit for all types of logistics activities, like ivetory maagemet ad shippig. Usig a wireless PDA, for example, your shippig clerks ca check orders agaist ivetory levels i order to coordiate outgoig shipmets right from the warehouse floor ad loadig dock. This provides them with real-time access to the iformatio they eed at exactly the time ad place they eed it: Customer order iformatio (e.g., what was ordered ad whe, etc.) Shippig iformatio (e.g., where should the order be shipped, what type of delivery was requested, etc.) Ivetory iformatio (e.g., are the items i stock, where are the items located i the warehouse, etc.) Billig iformatio (e.g., is the order prepaid or should a ivoice be eclosed with the order, etc.) Usig hadheld devices, your warehouse staff ca read barcodes or radio frequecy idetificatio (RFID) tags attached to ivetory items, allowig each item to be tracked aywhere i the warehouse, o matter how large it is. Order fulfillmet becomes more accurate as fewer items are misplaced. Delivery delays ad shipmet errors are reduced. The time it takes to receive, stock, ivetory, ad ship items is cut. O the road, your drivers ca use a wireless-eabled cell phoe to keep i costat cotact with the dispatcher. Chages to each driver s schedule ad route ca be made dyamically. Alerts ca be set to the customer, usig the device they prefer (e.g., cell phoe or pager), updatig them o the delivery time. Customers ca be asked to cofirm that someoe will be available to accept the delivery. If the customer declies the delivery, the driver is immediately otified so that the customer ca be skipped, avoidig a wasted stop ad keepig the rest of the deliveries o schedule. Improve Customer Service Ehacig customer service is oe of the best ways to put multi-chael to work for you right away. You ca make ayplace, aytime service a reality through, for example, voice portals that eable 24x7 phoe access to ad Web iformatio. Accordig to the Software Support Professioal Associatio, call ceter service requests cost a average of $53 per call vs. $3 per message for . Sice more people use phoes tha the Web, this could result i a sigificat cost savigs for you over time, more tha payig for your multi-chael ivestmet. R I G H T T E C H N O L O G Y C H O I C E S 8 FOURTH QUARTER 2001 CYSIVE, INC

9 I the field, your customers will appreciate o-the-spot, up-to-date iformatio ad support from your sales represetatives ad service techicias. You ca also use fuctios, like alerts, to push persoalized iformatio, such as service updates, to your customer. The payoff for you is faster problem resolutio, improved customer loyalty ad satisfactio, reduced call ceter traffic ad costs, ad better word-of-mouth to prospective customers. SAMPLE USER SCENARIO: SERVICE CALLS It s widely ackowledged that retaiig a customer is substatially less expesive tha acquirig oe. Mobile-eablig your field service techicias ca help improve your customer service, resultig i more lucrative ad loger-lastig customer relatioships. Your techicias have direct access i the field to a cliet s service record, icludig what type of maiteace has bee previously performed, which parts have bee replaced, ad what services/parts are uder cotract. If ecessary, they ca also pull up mauals, rather tha reschedule the service or make a extra trip back to the office to get the iformatio they eed. Work orders ca be completed via the mobile device, icludig the ability to capture a customer s sigature digitally i order to close the service request. Parts ca also be ordered o-site, with the techicia providig the customer with the price so that the order ca be approved ad a follow-up service call scheduled immediately. All iformatio ca be iput offlie, if a coectio is uavailable, the sychroized olie ad the iformatio from the techicia s hadheld device automatically uploaded to your compay s cetral database. Usig mobile devices makes it easier for techicias ad dispatchers to stay i touch, istatly exchagig service schedule ad route updates, ad, i tur, sedig service update alerts to customers. Techicias ca istatly accept or declie assigmets accordig to how their curret service calls are goig. This provides the dispatcher with the up-to-date iformatio eeded to re-assig service calls. Field service calls become more productive ad schedulig more accurate. Both your customers ad your field staff will appreciate the ew service efficiecies. Build Market Share ad Customer Value Mobile access provides your customers with a uprecedeted ability to trasact busiess with your compay at ay place or time, wheever the move strikes them. No eed to wait util they re i frot of a PC, mobile access eables them to carry your busiess with them at all times i their had, i their pocket, i their briefcase. R I G H T T E C H N O L O G Y C H O I C E S 9 FOURTH QUARTER 2001 CYSIVE, INC

10 As m-commerce becomes more commoplace, it s a coveiece your customers will demad. Ad it could come sooer tha you thik. Mobile phoe maufacturer, Nokia, recetly commissioed a study of cosumer attitudes toward m-commerce. Eleve thousad people were surveyed across six coutries, icludig the US. Most idicated that they would prefer to make purchases via a mobile phoe tha the Iteret, with 90% of those respodets willig to pay extra for the coveiece of m-commerce. As ew mobile capabilities emerge, like locatio-based cotet, you ll also be positioed to merge them with your m-commerce chaels ad quickly roll them out to your cliet base. I additio, you ca equip your sale represetatives with mobile devices to help them provide immediate aswers, trasactio capabilities, ad better iformatio to cliets durig sales calls. A timesavig advatage that ca help you realize greater returs from existig cliet relatioships. SAMPLE USER SCENARIO: FIELD SALES No oe is likely to appreciate the real-time iformatio capabilities of mobile techology as much as your field sales staff. Before callig o a cliet, a sales perso ca check o outstadig orders, allowig them to be fully prepared ad up-to-date o the cliet s accout icludig ay delays or problems prior to the meetig. The sales rep ca also submit or chage a order or make a iquiry i real-time at the cliet s site. If the customer wishes to place a order, the rep ca pull up complete product specificatios, icludig price ad ivetory availability, ad share them with the customer. Requests for quotes ca be completed ad submitted remotely, savig time ad helpig to close sales osite. I betwee calls, the rep ca record results of the last meetig ad prepare for the ext oe. Reps ca be istatly otified as issues with idividual cliet accouts arise, like a service or delivery problem, or if a hot ew lead has bee assiged to them. Immediate access to real-time iformatio will help sales reps make cliet meetigs more productive for both your compay ad your customers. If olie access is ot available, the rep ca work offlie ad sychroize the mobile device to your compay s etwork via the Iteret later. By mobile eablig your field sale staff, your compay will beefit from improved customer satisfactio, greater opportuities to boost sales, ad shorter sales cycles. Beig able to stay coected o the road will also allow your reps to schedule their time more efficietly ad effectively, keepig them proactive ad resposive. R I G H T T E C H N O L O G Y C H O I C E S 10 FOURTH QUARTER 2001 CYSIVE, INC

11 What Are Your Eterprise Challeges? Most compaies strugglig with how ad whe to make the move to multi-chael are facig oe of these three scearios: Buildig a New Applicatio: As employee ad cosumer demad for mobile access grows, compaies are challeged with buildig ew, mobile-eabled applicatios. Buildig multi-chael applicatios from scratch ca be risky, requirig extesive skill sets ad expertise your IT departmet may ot yet have. It ca also be costly, forcig you to icur the burde of implemetig ad maitaiig seamless data, fuctioality ad display across each chael ad device deploymet. Web-Eablig Third-Party Applicatios: I the 90s, may corporatios ivested heavily i major eterprise systems, like customer relatioship maagemet (CRM), sales force automatio (SFA), ad supply chai maagemet (SCM) applicatios. Accordig to Cutter Research Busiess Techology Treds Group, 55% of large compaies expect to wirelessly-eabled their CRM ad SFA systems by 2003; 46% pla to wirelessly-eable their SCM system. If this icludes your compay, the you re probably seekig to leverage your cosiderable ivestmets i these expesive eterprise resources i a e-busiess site ad/or make them available remotely to your mobile workforce. By 2003, 55% of large compaies expect to wirelesslyeabled their CRM ad SFA tools; 46% pla to add wireless access to their supply chai maagemet systems. Cutter Research Busiess Techology Treds Group Portig Proprietary Legacy Applicatios: Most large eterprise systems iclude oe or more legacy applicatios, which use proprietary code, tools ad databases ad, ofte, were built by developers who are o loger with the compay. These log-stadig systems ca be highly valuable corporate assets, providig a accurate reflectio of curret busiess practices that have evolved at the compay over time. The multi-chael challege here is overcomig the techical ad desig limitatios ad egieerig frailties of these older, homegrow systems. R I G H T T E C H N O L O G Y C H O I C E S 11 FOURTH QUARTER 2001 CYSIVE, INC

12 It s a challege that most compaies are likely to accept sice the cost of extedig a legacy system for use i multi-chael eviromets is usually a fractio of the cost of replacig it. Oe other struggle orgaizatios face: how to esure that their multi-chael eterprise ivestmets ca support future busiess iitiatives, allowig them to easily phase i ew techologies, chaels ad devices. Idustry experts refer to this as future proofig the eterprise, which calls for the multi-chael solutio to provide: Support for multiple chaels (Web, wireless, voice) Device idepedece (i.e., ew devices ca be added at ay time) Coectivity for existig ad emergig etworks ad protocols Scalability ad extesibility to meet expadig requiremets of large-scale eterprises. Multi-chael Approaches to Avoid I order to save time, compaies ofte tur to stovepipe or trascodig solutios to implemet multi-chael access. These approaches ca actually ed up causig further developmet problems, or leave you with a icomplete or short-lived solutio. Here s why you should avoid stovepipig ad trascodig solutios. Stovepipig If you ve ever see a wood-burig stove, you ca visualize the problem iheret with buildig out a eterprise architecture by erectig stovepipes. Burig wood ca erode metal ad cause a stove s pipes to leak, requirig frequet, makeshift repairs. This cocept has become a metaphor for the ad hoc, patchwork approach that may orgaizatios have take to extedig their eterprise systems. Stovepipes are separate applicatios that are built to provide specific ew capabilities, ad are usually tied to particular vedors ad devices. Typically, each stovepipe applicatio has its ow database ad is desiged to work R I G H T T E C H N O L O G Y C H O I C E S 12 FOURTH QUARTER 2001 CYSIVE, INC

13 idepedetly of other applicatios. Because stovepipe applicatios do ot iteroperate with other applicatios or share commo data resources, they ca itroduce icosistecies i the way your busiess rules operate ad udermie data itegrity across your eterprise. Compaies ofte ed up supportig separate architectures, techologies, ad software codes for legacy systems, Web applicatios, ad other chaels. This is couter to the primary objective of multi-chael eablig ay eterprise: providig itegrated Web, wireless ad voice access across the etire busiess. Stovepipe deploymets also drive up cost, requirig greater ad more specialized IT staff ad techology resources to support multiple architectures ad software code bases. You also risk becomig depedet o maufacturerspecific products or techologies that are o loger supported or were developed by a vedor who is o loger i busiess. Trascodig is potetially very wasteful of server resources ad iheretly fragile. The Giga Group Trascodig Trascodig software (commoly called scree scrapers ) covert existig Web cotet, like HTML pages, to WML for use o WAP devices, like cell phoes. This approach ca work for simple cotet, like plai text. However, it is t viable for complex busiess applicatios. Small WAP devices simply caot hadle the display ad fuctioality requiremets of most website ad Web-based applicatios, which ca iclude multiple data etry requiremets ad rich graphics. Additioally, the avigatioal structure of a Web site is very differet tha that of a voice-activated applicatio. Trascodig vedors claim it offers a automatic solutio that does t require rewritig cotet or applicatios. However, cotet must be tailored for each user segmet, device ad chael. You must also rewrite Web applicatios that use techologies that do ot work o mobile devices, like JavaScript. Oe R I G H T T E C H N O L O G Y C H O I C E S 13 FOURTH QUARTER 2001 CYSIVE, INC

14 leadig aalyst, Giga Group, calls trascodig potetially very wasteful of server resources ad iheretly fragile, echoig the opiios of may other experts who view trascodig as iappropriate for all but the most basic busiess fuctios. The Itegrated Approach: Your Best Choice for Multi-chael Iroically, usig mobile techology to make life simpler for your user base ca make thigs more complicated for you. As the rage ad umber of mobile devices cotiues to proliferate, so does the associated IT challege. By 2004, for istace, the Garter Group estimates that at least half of Fortue 2000 compaies will have to support three distict wireless solutios: low speed wireless data, voice plus Web access, ad high-speed wireless LAN access. That icludes each chael s respective protocols, mark-up laguages ad devices. Not to metio curret ad future applicatios. Ad, just to keep thigs iterestig, emergig stadards, such as 3G, ad coflictig operatig systems, like Palm OS ad Widows CE. Further, mobile cosumers are amog the most techologically sophisticated ad demadig. They expect a seamless experiece from begiig to ed, with iformatio delivered right away. Ulike PCs, users ca carry their mobile phoes ad PDAs with them wherever they go, makig reliable access to your compay s mobile systems critical. Ufortuately, coectivity is ot guarateed. Coverage is spotty or o-existet i may parts of the coutry. Additioally, the way iformatio looks ad the way users iteract with wireless devices is very differet from the way they use PCs. Display screes are small, memory is limited, badwidth requiremets vary, ad there are o keyboards. Applicatios ad data have to adapt to each device, ot the other way aroud. The best multi-chael approach is a itegrated solutio; oe built usig ope stadards, like Java ad XML. Deployig a ope stadards-based system builds flexibility, reliability, ad peace of mid ito your solutio. It s easier to hire developers who uderstad the techology. There are may vedors, orgaizatios ad compaies supportig ad evolvig the techologies. A itegrated, ope stadards-based solutio eables you to tie your corporate-wide systems ad data together i real time ad deploy them via multiple chaels ad devices. R I G H T T E C H N O L O G Y C H O I C E S 14 FOURTH QUARTER 2001 CYSIVE, INC

15 DIVERSITY OF MOBILE COMPUTING DEVICES AND NETWORKS Devices Network Protocols PDA PocketPC RIM Pager (Blackberry) Smart Phoe Two-Way Pager Web-Eabled Phoe Web Browser WAP Phoe Wirelie Phoe AMPS BlueTooth CDMA CDPD GSM SMS TDMA WAP These are some of the hadheld devices ad etwork protocols that are ow available. Other techical issues you should cosider whe choosig a multi-chael platform are: Security: Security is the umber oe priority of most IT departmets as they cosider how to eable their eterprise for multi-chael access. Eve if your eterprise does t curretly support hadheld devices, your employees are probably already usig your corporate iformatio o their ow equipmet, especially PDAs. Palm estimates that 80 percet of its PDAs are sychroized to the user s work computer. It s far better for your busiess to implemet the appropriate security cotrols ow, the try to retrofit them later. Your solutio should support the differet security demads of each chael ad device as applicatios are deployed, helpig you address issues such as: What eeds to be secured ad how? What iformatio should be ecrypted? What type of autheticatio should be implemeted? Device Idepedece: By 2002, Garter Group predicts there will be at least 50 differet types of mobile devices ad 10 wireless etwork iterfaces available. Which devices do you support today ad how? How do you prepare for the oslaught of ew devices ad their respective techologies tomorrow? R I G H T T E C H N O L O G Y C H O I C E S 15 FOURTH QUARTER 2001 CYSIVE, INC

16 Coectivity ad Badwidth: Mobile users ca coect to a compay s applicatios through a wide rage of ways: wireless, wirelie, dial-up, VPN, RAS. The umbers ad types of etworks, protocols ad trasmissio speeds are also wide ragig. How will you provide the appropriate cotet ad presetatio for each device? How will you support discoected users whe coverage is At least half of Fortue 2000 compaies will have to support three distict wireless solutios by The Garter Group uavailable or they choose to work offlie? Will your solutio be able to take advatage of emergig, faster wireless stadards? Trasactio ad Sessio Maagemet: The ideal multi-chael solutio should fully embrace the cocept of mobility, trasportig a sessio from device to device as the user moves about. A iteractio ca be started o oe device, suspeded the cotiued o aother device. Ca your solutio maitai sessio itegrity across differet devices ad chaels? Techical Obsolescece: Nothig stads still i mobile. You ca expect costat chages i stadards, protocols ad devices. Ca your multi-chael solutio keep pace with ever-chagig mobile techologies ad emergig etworks ad protocol stadards? Fially, as you cosider your optios for multi-chael eablig your eterprise, look for a modular solutio that eables you to fully cotrol the deploymet of each chael ad its techologies ad devices accordig to your idividual busiess eeds. This iterative approach lowers your busiess risk ad cost while layig the foudatio for future mobile requiremets. R I G H T T E C H N O L O G Y C H O I C E S 16 FOURTH QUARTER 2001 CYSIVE, INC

17 How Cysive Cymbio Helps You Meet Your Multi-chael Challege Cysive s multi-chael eterprise platform, Cysive Cymbio, meets all of these criteria ad more. It offers a comprehesive, itegrated approach for eablig Web, wireless ad voice access across a eterprise. With Cysive Cymbio, you ca easily meet all the challeges ivolved i makig your orgaizatio multi-chael ready. For more tha eight years, Cysive has built missio-critical busiess systems for Global 2000 firms, icludig Cisco, AT&T, Chase, Equifax, First Uio, ad DaimlerChrysler. Cysive Cymbio represets the distillatio of our expert-level system developmet ad implemetatio experiece. All of the best-of-breed services, techologies, desig approaches ad egieerig processes that have helped us achieve our umatched track record of over 100 successful eterprise software deploymets coverge i Cysive Cymbio. Based o ope stadards ad widely accepted ad supported techologies, Cysive Cymbio places your existig Web, eterprise, ad legacy applicatios oto a sigle platform with the ability to add wireless ad voice applicatio support wheever you re ready, without requirig extesive itegratio ad custom codig efforts. Presetatio support is provided for multiple devices o top of the same busiess logic, esurig the chael ad device the user chooses is correctly idetified ad the appropriate user iterface trasmitted. Cysive Cymbio uses a sigle code base, providig easier maiteace, support, ad a built-i migratio path for addig features ad techologies. Its itegrated lightweight rules egie ad workflow system eables you to visually model busiess rules ad chage busiess requiremets without writig code or takig your system dow. Cysive Cymbio s three-tier architecture icorporates all the compoets required for developig multi-chael applicatios to operate across multiple chaels, reducig your developmet time ad costs ad acceleratig delivery. You ca mix ad match ay or all of Cysive Cymbio s compoets, or substitute your ow solutios. Its eterprise itegratio capabilities provide seamless R I G H T T E C H N O L O G Y C H O I C E S 17 FOURTH QUARTER 2001 CYSIVE, INC

18 itegratio of your existig busiess applicatios, icludig ERP, fiacials, ad legacy systems. Additioally, Cysive s experiece i buildig some of the world s most profitable ad highly trafficked systems esures that Cysive Cymbio ca meet the scalability ad performace requiremets of your large-scale eterprise system. Cysive Cymbio is desiged to ru o ad leverage the features of your existig applicatio server, or work with just a web server ad servlet egie whichever you prefer. It is fully compatible with leadig applicatio J2EE servers, icludig BEA Weblogic ad IBM WebSphere, allowig you to exted your applicatio server ivestmet to iclude multi-chael access. You ca also choose to deploy it without a applicatio server at all, usig ay servlet/jsp eviromet. THE CYSIVE CYMBIO MULTI-CHANNEL ENTERPRISE PLATFORM Cysive Cymbio provides a sigle solutio for buildig ad itegratig Web, wireless ad voice applicatios across your eterprise all at oce or wheever you re ready to deploy them. R I G H T T E C H N O L O G Y C H O I C E S 18 FOURTH QUARTER 2001 CYSIVE, INC

19 With Cysive Cymbio, you ca easily meet the techical challeges ivolved i makig your eterprise multi-chael ready, icludig: Security: Cysive Cymbio s security compoet is based o Su s emergig JAAS (Java Autheticatio ad Authorizatio Service) stadard. Sigle sig-o is supported, freeig your users from havig to keep track of multiple passwords for differet applicatios. Extesible user profile maagemet capabilities eable you to autheticate users ad assig rules-based access to specific applicatios ad fuctios. Cysive Cymbio ecapsulates existig security stores, a separates authorizatio ad ACL to allow ative services to be used iterchageably. I additio, it provides digital certificate-based autheticatio ad actio-level access cotrol as well as support for digital sigatures from web browsers ad PDAs. Device Idepedece: No matter how a user chooses to access your eterprise, Cysive Cymbio automatically recogizes the device ad chael beig used, icludig web browsers, PDAs, cell phoes, ad voice. It also detects key device attributes, like umber of display lies, characters per lie ad badwidth, which ca vary widely across differet platforms ad devices. This iformatio is used to reder cotet i the way best suited to the requestig device. For example, rich graphics ad complex tables ad forms for a web browser or a few lies of text for a cell phoe. Coectivity & Badwidth: Coectivity ca fluctuate greatly across the coutry, across etworks ad across devices. Cysive Cymbio s two-way sychroizatio eables you to support your mobile users eve whe they do t have a coectio. Users ca save iformatio to a PDA, discoect ad work offlie, the sychroize with your applicatio servers via their device cradle, the Web, or wireless etworks. Both major PDA platforms are supported, Palm OS ad Widows CE. Cysive Cymbio also accommodates the badwidth restrictios of the requestig device, automatically rederig cotet i the way best suited to the device ad chael. Trasactio & Sessio Maagemet: Cysive Cymbio s uique uiversal sessio maagemet capability, called FollowMe, allows your users to trasfer a sessio from oe device to aother. All sessio iformatio is retaied, eablig R I G H T T E C H N O L O G Y C H O I C E S 19 FOURTH QUARTER 2001 CYSIVE, INC

20 users to pick up exactly where they left off. For example, a customer ca start a order o a PDA, sychroize ad add details o the Web, ad approve ad submit the order usig a mobile phoe. Techical Obsolescece: Flexible ad highly scalable, Cysive Cymbio s architecture uses widely supported techologies ad ope stadards, icludig Java ad J2EE, to esure seamless iteroperability betwee ay chael, database ad applicatio i your system. This frees you from depedece o proprietary techologies or specific devices ad maufacturers. New device ad chael defiitios eve voice ca be added at ay time while your system is ruig. Additioally, through Cysive Cymbio, you ca leverage Cysive s logstadig commitmet to usig state-of-the-art techologies ad parterig with best-of-breed techology providers, helpig you to stay curret with importat techical advacemets. THE CYSIVE CYMBIO THREE-TIER ARCHITECTURE All compoets required for developig applicatios that operate across multiple chaels are icluded. You ca mix ad match Cysive Cymbio compoets, or substitute your ow solutios. R I G H T T E C H N O L O G Y C H O I C E S 20 FOURTH QUARTER 2001 CYSIVE, INC

21 CYSIVE CYMBIO MULTI-CHANNEL ENTERPRISE PLATFORM COMPONENTS Presetatio Tier Request Hadlig: Maages ad delegates requests i a web applicatio via a MVC-based framework. Supports JSP, servlets, XML/XSL, XHTML, ad ASP. Device ad Chael Detectio: Idetifies ad maages iteractio across multiple chaels, icludig web browsers, PDAs, cell phoes, ad voice. Cotet Rederig: Cofigures cotet for optimal display i differet devices based o XML cofiguratio files. Multiple chaels ca be used durig the same sessio. Form Validatio: Performs automated device-idepedet validatio of iputs based o XML descriptios, which are extesible to ew iput types. Iteratioalizatio: Supports locale-based view compoets ad form validatio. Uiversal Sessio Maager ("Follow-Me" Sessios): Eables a sessio to be started o oe device/chael ad cotiued o aother. Support for Discoected Cliets: Provides two-way sychroizatio for offlie PDA users. Busiess Process ad Logic Tier Rules Egie ad Editor: Allows you to defie busiess rules ad itegrate them with your applicatio (or eve chage them i a ruig applicatio) without modifyig code. Workflow Egie ad Editor: Eables you to create busiess process models ad maage model workflow that is itegrated with your applicatio. A workflow model ca be chaged i a ruig applicatio without modifyig code. Alerts ad Notificatio: Provides asychroous messagig through a variety of chaels, accordig to user prefereces. Security: Provides user profile maagemet ad supports sigle sig-o, digital certificatebased autheticatio, ad actio-level access cotrol. Based o the emergig JAAS stadard. Task Schedulig: Provides applicatios with the ability to schedule tasks for future executio accordig to customizable ad extesible schedules. Eterprise Itegratio Itegrator: Facilitates the automatio of busiess processes across heterogeeous software systems usig a evet-based, publish/subscribe architecture. Coectors: Eables multiple ways to itegrate eterprise systems, icludig coectors for may popular techologies ad third-party applicatios. E R I G H T T E C H N O L O G Y C H O I C E S 21 FOURTH QUARTER 2001 CYSIVE, INC

22 Beefits of Usig Cysive Cymbio Now is the perfect time to thoughtfully ready your eterprise for the ext geeratio of mobile techologies, positioig your firm to better compete i both the short- ad log-term. With Cysive Cymbio, you ca meet the ievitability of multi-chael o your ow terms, at your ow pace. Leverage Your Ivestmet Over Time Multi-chael eablig your eterprise through Cysive Cymbio today is a ivestmet that will cotiue to pay off for years to come. Cysive Cymbio eables you to make your existig eterprise systems, icludig legacy ad third-party applicatios, available via the Web, wireless ad/ or voice. It also exteds your ivestmet i your applicatio server, allowig you to utilize it across multiple chaels. Cysive Cymbio s ope stadardsbased architecture esures that you ca easily itroduce ew chaels, devices ad techology stadards at ay time. Additioally, its scalable, extesible framework ca be easily expaded ad adapted as your busiess grows ad chages. Realize New Eterprise Efficiecies With Cysive Cymbio, you ca realize immediate productivity gais ad operatioal efficiecies by mobile-eablig workers (e.g., field sales ad service staff), busiess processes (e.g., trasportatio ad logistics), ad admiistrative tools (e.g., time ad expese reportig). Busiess logic ad rules are separate from presetatio, allowig iformatio to be shared uiformly across multiple devices. This write oce, deploy aywhere approach makes maitaiig your multi-chael eterprise simpler ad more cost effective. Devices ad chaels ca be added ad busiess rules ad workflow processes ca be chaged ad tested dyamically without writig code, freeig your IT staff from timecosumig ad elaborate programmig tasks. Through its uiversal sessio maagemet capabilities, Cysive Cymbio also allows you to maitai sessio itegrity across multiple devices ad chaels as well as support offlie users via two-way sychroizatio. R I G H T T E C H N O L O G Y C H O I C E S 22 FOURTH QUARTER 2001 CYSIVE, INC

23 Maximize Multi-chael Busiess Opportuities Sooer or later, your compay will eed to support multi-chael, may of your competitors could already have mobile strategies i the works. For istace, by the ed of 2001, accordig to a recet IDC survey, more tha 25 percet of the US compaies that have a Web site pla to offer mobile access. Cysive Cymbio gives you the capability to use ay or all multiple chaels Web, wireless, By the ed of 2001, accordig to a recet IDC survey, more tha 25 percet of the US compaies which have a Web site pla to offer mobile access. voice right ow or to coect to them later. Not oly will you be fully prepared for the ievitability of multi-chael, you ca more easily ad strategically cotrol its deploymet across your eterprise. This is a far better busiess sceario tha rushig implemetatio i the face of cosumer demad ad competitive pressures. Short-term, you begi realizig greater employee productivity ad cost savigs by mobilizig routie work tasks: accessig ad customer data, updatig delivery ad service routes, trackig ivetory, obtaiig pricig iformatio, etc. Log-term, you ca positio your eterprise to more quickly take advatage of emergig mobile techologies (e.g., speech-to-text software ad locatio-based cotet) ad provide better service ad m-commerce capabilities to your customers. Coclusio Mobile is rapidly goig maistream, makig it a tred that busiesses caot afford to igore. New telecommuicatios stadards will soo yield greater badwidth ad faster trasmissio speeds. Wireless-eabled phoes ad hadheld devices are becomig more popular, fuctioal, ad less expesive. Usage ad adoptio rates for mobile devices are speedig past those of other cosumer techologies. Cosumer demad for the coveiece of m-commerce ad other mobile-based services is also growig. R I G H T T E C H N O L O G Y C H O I C E S 23 FOURTH QUARTER 2001 CYSIVE, INC

24 For busiesses, the covergece of Iteret ad mobile techologies provides multiple access chaels Web, wireless, voice they ca use to deploy their various busiess applicatios. Multi-chael eablig your eterprise makes it possible to deliver real-time iformatio at the right time, i the right place, to the right perso. Applicatios ca be writte oce ad deployed to ay chael or device across your eterprise. Cotet ad presetatio are redered appropriately for each chael ad device. Existig legacy ad third-party systems ca be exteded for use with Web ad mobile devices. Cysive Cymbio, Cysive s ew multi-chael eterprise platform, eables you to reliably itegrate ad deliver your eterprise applicatios ad data via the Web, wireless ad/or voice chaels. You ll realize greater employee productivity ad operatioal efficiecies as well as improved customer service immediately by deliverig real-time remote access to your mobile workers. As m-commerce becomes more commoplace, you ca add wireless ad voice to your existig customer trasactio chaels, quickly evolvig your eterprise to the ext level of busiess. R I G H T T E C H N O L O G Y C H O I C E S 24 FOURTH QUARTER 2001 CYSIVE, INC

25 solutios built without boudaries About Cysive Cysive, Ic., builds custom Web, wireless ad voice-activated software solutios for Global 2000 ad high-growth compaies. Cysive is a leadig provider of highly scalable, flexible software systems that trasform busiesses from market performers to market leaders. Cysive s software egieers have developed a rage of software solutios for customers icludig Cisco Systems, AT&T, Chase, Equifax, First Uio ad DaimlerChrysler, amog may others. Cysive is headquartered i Resto, Va. with additioal offices i Atlata, Chicago, Dallas, Dever, Irvie ad Moutai View, Calif. ad New York. Cysive ca be foud o the Iteret at ifo@cysive.com Cysive, Ic. Cysive, Cysive Cymbio, Cymbio by Cysive, the Cysive logo ad the Cysive Cymbio logo are trademarks of Cysive, Ic. This white paper is for iformatioal purposes oly. CYSIVE MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS DOCUMENT. Other product ad compay ames metioed herei may be the trademarks of their respective owers