January 24, 2014

Siebel Twitter Integration - Overview

What is Siebel?

Siebel is Oracle's CRM(Customer Relationship Management) product suite, which offer to manage customer relationships through various touchpoints. Siebel suite is designed mostly for all industry verticals and horizontals, and help business to manage customer data, order information, partner information, sales force automation, customer self service and many more customer interactions.

With its powerful integration capabilities Siebel can interact with other enterprise systems (like billing, back office systesms) on many protocols(like MQ Series, JMS, HTTP, Webservices, database connections, COM, Java, DLL and more..).

What is Twitter?

Does anybody need introduction? Twitter is first and biggest microblogging platform having billions of users accross the world. Some features like verified accounts, hash tagging and trending has made it one of the biggest social network platform.

User can vent their spleen out to the world lietrally about any topic and can follow any user or topic accross the world. From couple of years people have started venting about the poor customer service and problems on twitter. Business are forced to act on the complaints and provide response to keep the brand image. Recently angry customer's tweet about his lost baggage forced British airways to conduct a massive search operation, and helped passenger to get his lost baggage.

Does Siebel Provides Out of the box way to integrate with twitter? No!
Siebel recommends a third party product Buzzinet to handle the twiiter interaction and provide processed information back to Siebel. Which is a very tacttical solution and provides some benefits too. Thus it comes with premium licensing cost and service agreement.

Siebel Twitter Integration

In this series we will discuss a solution which can be implemented to integrate Siebel with twitter without the need of any another enterprise application or middleware.
Twitter only support REST API 1.1 for integration with other applications, current Twiiter API only accepts and provide response in JSON strings. That does not mean Siebel can not integrate Twitter. By using Java based EAI JSON Converter Siebel can create JSON strings and convert back string to data. Follow these links to understand more about EAI JSON Converter..

Twitter REST API v1.1 (@twitterapi) have three major ways of pulling and posting tweets into the cloud.

1. O-Auth User authentication

This method is used by mobile application and third party websites to allows users to acccess twiter features without leaving their environment.

2. Applicaton Only authentication

This type of authentication allows application to execute search queries on twitter and follow topics. With this type of authentication Twitter provides little more generous rate limits for querying twitter, and are best suited for CRM applications.

3. Streaming API

This is firehose of twitter tweets, and it streams live tweets to the applcation using long lived open HTTP connections. This feature should only be implemented if some serious research of user analytics need to be performed.

For the purpose of this series we will demonstrate a solutions which will help organizations having, to follow topics on twitter and post replies to the tweets all by using Siebel on premise application.

Later in this series:
 Stay tuned for coming up posts.

1 comment :

  1. Can't wait for the rest of the series. Keep it up!

    have a nice day