Accessing Customer History Information

Financial Service institutions are typically very cautious in the way they treat customer data. However, they still need to provide access to data while replicating as few times as possible, if at all. Your Customer Service agents need to know the transaction history of your customers in order to serve them best. This information is typically stored in Customer Account Transaction Management systems on mainframe computers.

The following table details the requirements for integrating customer transaction history information into Siebel CRM.

Business Requirement	Technological Requirement	Siebel EAI Solution
To access the Siebel database	Business service to query the integration object	Industry XML Transaction Manager FINS ACORD XML Transaction Manager FINS IFX XML Transaction Manager Transaction Manager Factory Class
To convert internal Siebel message format into different industry XML standards.	Siebel message-to-XML conversion technology	Industry XML Converter FINS ACORD XML Converter FINS IFX XML Converter Converter Factory Class
To place the converted XML document in the destination queue	IBM MQSeries compatibility	EAI MQSeries AMI Transport EAI MQSeries Server Transport

Siebel Virtual Business Components (VBC) are built to handle your data-access business needs. VBCs abstract external data and present it to the Siebel application as part of the Siebel data model. All the Siebel business logic and user interface components can process Virtual Business Components in exactly the same way that they handle regular Siebel CRM components.

The following table displays the requirements for customer data access integration.

Business Requirement	Technological Requirement	Siebel EAI Solution
To provide access to the Customer Information Files (CIF) stored on a mainframe and display the information in the customer portal	Access to non-Siebel data without replication	Siebel Virtual Business Components (VBC)