Event Driven CRM Integration - Telecom

A $60M initiative at a leading Canadian Telecom was focussed on implementing a CRM application with a 360 view of the customers contacts, permissions and subscriptions.

DCA group led the design of an event driven architecture to keep the Cable and Wireless Billing system synchronized with the CRM.

The Cable billing system - CICS COBOL based was extended to produce business events on an IBM MQ Queue when customer, product and address changes occured.

The Wireless Billing system transaction log was polled by the ESB for changes which were enriched by invoking Tuxedo APIs. The orchestration of the change events was managed by OSB flows through to the Web Service APIs exposed by the CRM. Over 2 million messages per day flow through the integration application.