End users – both internal and external to the enterprise – interact with channel(s) and play a role in the overall customer journey.
End users use media to interact with the enterprise over multiple channels, both physical and digital.
Customer Experience Layer
A collection of presentation components and services – the critical systems the enterprise uses to engage with end users.
Acts as a gateway for channels, and aggregates functionalities through composition and orchestration, mediation, and routing. Its key capabilities are:
- API Gateway: a single point of entry giving consumers access to backend services, as provided by API Management platforms. The composition and orchestration of these services are based on customer journey and context.
- State Management: manages state and transition. Control logic is decoupled from the user interface and managed at the customer experience layer.
Business and Information Services Layer
Provides cross-channel capabilities. Its design is based on micro-services architecture principles. A business service system is responsible for realising traditional or new Internet-specific business functions, including: Enterprise Resource Management (ERP), Customer Relationship Management (CRM), asset management, service lifecycle management, payment processing, human resource activities, work planning and scheduling systems.
Information Management and Analytics Services Layer
Focuses on data ingestion, processing, complex event processing and real-time analytics and insights. A basic service system provides fundamental data services, including (but not limited to): data access, data processing, data fusion, data storage, identity resolution, geographic information services, user management and inventory management.
Enterprise Integration Layer
This layer is a key enabler: it provides mediation, transformation, protocol and routing capabilities, and acts as a gateway to integrate with core enterprise systems. It also provides aggregation and broker communications.
The Enterprise Integration layer is responsible for integrating the IoT environment into the enterprise’s business processes. The IoT solution ties into existing line-of-business applications and standard software solutions through adapters or Enterprise Application Integration (EAI) and business-to-business (B2B) gateway capabilities.
Enterprise Systems Layer
This layer is a collection of enterprise back-office core systems and applications that house business logic and data.
This layer consists of the following:
- IoT Operations: A collection of capabilities and systems for provisioning, management and monitoring
- Platform Layer: A collection of information management / analytics and enterprise integration capabilities which can capture and process events and generate insights
- Network Layer: Connects sensors, actuators, controllers, and gateways with Platform Layer capabilities
- Control and Sensing Layer: A collection of capabilities to read sensor data, apply necessary rules/logic and deliver data and control signals to actuators
- Physical Devices Layer: A collection of physical systems such as smart sensors, devices and machines.
This layer handles single sign-in, authentication, encryption and authorisation capabilities
Collaboration & Management
This layer leverages infrastructure-as-a-service and platform-as-service technologies, as it requires large computing capabilities.
There are many opportunities for enterprises to use IoT to make business services more efficient and customer-centric. IoT can help enterprises achieve their most important goals:
- Create significant impact on customer experience and deliver unified product and service experience
- Huge cost savings/revenue
- Improving employee productivity
- Improving customer requests and service delivery
- Improving innovation
The effectiveness of IoT cannot be realised without the collaboration of Industry, Enterprise and Agencies. Enterprises and Agencies work together to build a consistent set of standards that everyone must follow. This Enterprise Reference Architecture can guide the development of systems that can manage the large number of IoT devices and the volume of data they emit. This large volume of new information allows a new collaboration of enterprise, industry and customer. It enables the rapid development of IoT-focused preventive and predictive analytics.