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A voice and data services provider creates a platform for innovation
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
- Application Infrastructure & Middleware - Data Exchange & Integration
- Application Infrastructure & Middleware - Middleware, SDKs & Libraries
Applicable Industries
- Telecommunications
Applicable Functions
- Business Operation
- Sales & Marketing
Use Cases
- Predictive Maintenance
- Process Control & Optimization
- Real-Time Location System (RTLS)
- Remote Asset Management
Services
- Software Design & Engineering Services
- System Integration
The Challenge
The voice and data services provider aimed to improve its services while enhancing efficiency, reducing costs, and empowering its employees with the latest technology. The company began providing self-service options in 2000 to better serve its customers. However, with the advent of smartphones, the company faced the challenge of staying on top of changing technologies and evolving customer needs. The company needed to update its application correspondingly with the frequent updates of the Apple iOS and Android operating systems. Additionally, the company had to accommodate growing numbers of customer self-service transactions and increasing amounts of data. The company also sought to empower its employees by enabling them to work on the device of their choice.
About The Customer
The customer is a leading voice and data services provider based in the United States. The company employs approximately 80,000 people and offers global voice and data services in more than 200 destinations around the world. The company is committed to improving the service it offers its customers while enhancing efficiency, cutting costs, and empowering its employees with the latest technology. The company began providing self-service options in 2000 to better serve its customers. With the advent of smartphones, the company created a rich client application for the Android and Apple iOS platforms.
The Solution
The company partnered with IBM to create a mobile application platform that would enable it to respond quickly to meet its customers’ needs while supporting growing volumes of data. The mobile application platform consists of three primary components: consumer applications, commerce applications, and enterprise mobility. The company used IBM WebSphere software to create a hybrid enterprise service bus (ESB) solution. IBM WebSphere Message Broker software is the core of the ESB, integrating several packaged and custom applications within the enterprise. The company used IBM WebSphere eXtreme Scale software to enable scaling to handle increased volumes of transactions. The company also implemented IBM WebSphere Application Server software to serve the platform for all mobile application development, and IBM Rational software to support development.
Operational Impact
Quantitative Benefit
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