Service-Oriented Architecture: Transforming Commerce and Unifying the Customer Experience

Businesses are continuously seeking ways to present a consistent experience to customers and partners. They also need to accommodate the numerous, diverse processes used by sales, service, support, channel, and finance organizations.

Cisco continuously seeks to adapt its business processes to stimulate growth, enhance the customer experience, and increase productivity. By using a Service-Oriented Architecture (SOA) to simplify critical business processes, Cisco has already achieved notable increases in revenue, productivity, and process visibility.

Cisco Commerce Transformation is a significant step forward in creating a unified customer experience. This paper examines the journey from simple, Internet-based commerce to a collaborative commerce experience, and demonstrates how people, processes, and a Service-Oriented Architecture approach are delivering profitable results.