Speed and Agility empower the new-age upstarts to penetrate markets, disrupt established stalwarts, and acquire customers. New-age enterprises harp on “data, content & events” as the key towards driving channel interactions and shaping its product and services. It is important to engage with these channels in a more dynamic, responsive and contextual manner. In order to do that, you need to harness the potential of event ecosystems. These events are indicators of key junctures of a customer process or journey that need to be analyzed and actioned upon by means of an event capture and decision ecosystem. This ecosystem enables channels to become a natural extension of the underlying business process to effectively deliver business outcomes such as - delivering the right product recommendations, crafting and executing a marketing journey, guided selling or bundling tailored products.

With the advent of APIs in machine learning and artificial intelligence space, information classification and categorization, predictions, recommendations and insights are now delivered “real-time” to businesses. However, business operations need to decipher these “critical insights” at runtime to change the way business is delivered, in the form of customer interactions and value generation. Both business processes and customer journeys need to be far more dynamic and flexible to react to these “AI-driven insights”. Today business process is no more static, bounded by “Standard Operating Procedures” but rapidly composed at runtime.

www.hexaware.com

COLLABORATION IN THE AGE OF DIGITAL DARWINISM – BINDING DATA, PROCESS & CHANNELS

Business can only be termed ‘proactive to change’ when its processes collaborate and decide on all possible external or internal influences, events and triggers in the quickest possible time, thereby changing the outcome and value of the business delivered.

We believe that just delivering omnichannel capabilities will not be sufficient to drive better business or customer experience until you marry it with both process and data.

AI features like Personality Insights, Emotion Analysis & Product-demand Trends will drive critical activities like - marketing promotions, product customization, market-driven pricing and targeted marketing. Outcomes of these activities will have a direct impact on customer interactions and need to be consistent across all channels.

Straight-through Processing (STP)

Process Automation

Products & Service Offerings

Workplace Governance & Maturity

Voice Services (Alexa & IVR)

Chat BotsSocial Platform

(FB, Twitter based services)

Web (Internal & 3rd Party

Portals)Mobile Apps

Enterprise Business Processes as API

Agile Configurable

Business Activities

Business Event Processing

Micro-Processes

& Functions

Inter-BU Exchange

Business Operations

Monitoring APIRPA as API

CustomersPartners & Suppliers Agents & Brokers

Internal Employees

Federated Master Data

API

Machine Learning &

Cognitive API

Streaming & Batch API

“System Of Records”

Connector API

Real-Time Contextual Data Next Best Action

Sentiment & Behavioral Analysis

Predictive Analytics & Recommendations

Partner & 3rd Party

Collaboration

Digital Channels

Enterprise Data API

AERO: The perfect catalyst for an accelerated API journey

AERO: API-Enabled Real-Time Orchestration framework

AERO ensures that enterprises flag data as a critical factor towards business success, linking it with core processes and functions to adapt, and change based on data insights.

Insights such as “Next Best Action” can only be meaningful if it changes the way a business process executes at runtime (marketing automation journey behaves dynamically, based on recent social events or email exchanges with customers, i.e., personality-driven personalized interactions).

It’s not just the customer interactions but events generating from suppliers, partners, 3rd parties and all other actors in the ecosystem that play a part in orchestrating the business. All these events (or streams) need to be processed at runtime to build insights that govern how a business should respond and execute the necessary string of “actions” for multiple actors (as API callbacks, messages, etc.).

The “new age” upstarts now don’t need to define a ‘cast-in-stone’ business processes, but rather let it evolve and mature with API-led collaboration. Common policies & goals will allow multiple partners and third parties to be onboarded into the organization’s “Network-of-Connections” at near real-time, exchanging events and delivering better products and offerings to the market. A sudden regional spike for a specific product may allow downstream supply chain to source and deliver locally or in-transit logistics to be diverted to plug the gap.

The key to an ever-growing business is to continuously act upon all these events, build intelligence to understand and treat them and propagate “events and insights” across enterprise boundaries. Policies, goals, outcome and KPIs between various business entities/ actors need to be established and monitored to facilitate true business collaboration among actors that join this “API Network”.

API-led Connectivity – Redesign enterprises to be visualized as a “Network of APIs” with every business asset delivered as API.

Omnichannel-enabled API – Capability to handle diverse channel-specific nuances like Chatbots, Voice Search, IoT devices, Mobile, etc.

Data API Layer – Federating over multiple data stores and platforms including master and transactional data layers, integrating API from Watson and Azure (for ML and Cognitive) and access data pipelines at runtime. This will include delivering pre-configured ML Models (with data-set) as API for runtime analysis of events.

Robust Event Processing – Event pipeline and storage, streaming, processing and correlation framework to trigger “right business actions”. This will include execution of “action rules” to determine the next trigger, collaborating with multiple actors. Events are fed to Data API layer for continuous insights driving the business processes.

Event-driven Process Orchestration – No static long-running business processes but more fluidic with micro-flows, “conditional” composition and dynamic triggers.

The new world is about API connectivity that is contextual in nature, wired at runtime and ever-changing ‘Network-of-Connections’ based on events and insights.

AERO is a multi-capability framework which builds

on the standard API platform delivering key

features as

About AERO

Safe Harbor StatementCertain statements in this press release concerning our future growth prospects are forward-looking statements, which involve a number of risks, and uncertainties that could cause actual results to differ materially from those in such forward-looking statements. The risks and uncertainties relating to these statements include, but are not limited to, risks and uncertainties regarding fluctuations in earnings, our ability to manage growth, intense competition in IT services including those factors which may affect our cost advantage, wage increases in India, our ability to attract and retain highly skilled professionals, time and cost overruns on fixed-price, fixed-time frame contracts, client concentration, restrictions on immigration, our ability to manage our international operations, reduced demand for technology in our key focus areas, disruptions in telecommunication networks, our ability to successfully complete and integrate potential acquisitions, liability for damages on our service contracts, the success of the companies in which Hexaware has made strategic investments, withdrawal of governmental fiscal incentives, political instability, legal restrictions on raising capital or acquiring companies outside India, and unauthorized use of our intellectual property and general economic conditions affecting our industry.

www.hexaware.com | marketing@hexaware.com

About HexawareHexaware is the fastest growing next-generation provider of IT, BPO and consulting services. Our focus lies on taking a leadership position in helping our clients attain customer intimacy as their competitive advantage. Our digital offerings have helped our clients achieve operational excellence and customer delight. We are now on a journey of metamorphosing the experiences of our customer’s customers by leveraging our industry-leading delivery and execution model, built around the strategy— ‘Automate Everything, Cloudify Everything, Transform Customer Experiences.’ We serve customers in Banking, Financial Services, Capital Markets, Healthcare, Insurance, Manufacturing, Retail, Education, Telecom, Travel, Transportation and Logistics. We deliver highly evolved services in Rapid Application prototyping, development and deployment; Build, Migrate and Run cloud solutions; Automation-based Application support; Enterprise Solutions for digitizing the back-office; Customer Experience Transformation; Business Intelligence & Analytics; Digital Assurance (Testing); Infrastructure Management Services; and Business Process Services. Hexaware services customers in over two dozen languages, from every major time zone and every major regulatory zone. Our goal is to be the first IT services company in the world to have a 50% digital workforce. Learn more about Hexaware at http://www.hexaware.com

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