Multichannel Service Delivery Architecture

Abstract

System architectures that deliver real-time services to customers must be flexible, scalable, and support a wide range of communication channels. This chapter presents an architecture that was designed to support multiple delivery channels and was successfully used to implement mobile banking services. The considerations behind the design and the approach used to deliver SMS-based mobile services using service-oriented architecture principles are reviewed and some of the practical challenges that were encountered with the implementation are explored. The ability for this solution architecture to support other real-time service channels is also examined.