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  • BigData and Customer Experience: Happy Together

    - by Isabel F. Peñuelas
    The two big buzzes of the year may lay closer than it appears. Both concepts intersect at various points: BigData and Return of Investment of Marketing Campaigns On a recent post Big Data Is The Future Of Marketing Jeff Dachis explains very clearly how “Big data analytics finally allows marketers to identify, measure, and manage what is positively impacting their Brand”. Regression analysis applied to big data volumes coming from social media will substitute the failed attempts to justify marketing investments on social media in terms of followers and likes, he continues, “the measurement models applied by marketers on TV Campaigns don´t work on social”, we need to study the data with fresh eyes and maybe then we will start understanding and measuring brand engagemet. Social CRM and BigData The real value of Social CRM start by analyzing mass of big data from social media in order of applying social intelligence techniques that allow us to classify new customer niches and communities and define appropriated strategies to contact potential customers. Gartner Says that the Market for Social CRM is on pace to surpass $1 Billion in Revenue by Year-End 2012 but in words of Zach Hofer-Shall, Analyst at Forrester Research “Social customer relationship management is hard” (The Social CRM Arms Race Heats ). To succeed brands need three things: Investing in new social tools, investing in consultancy and investing in infrastructure for massive data storage and analysis. Neither CeX or BigData are easy and cheap wins. But what are the customer benefits of such investments? Big Data and Brand Engagement Time is the most valuable asset of todays consumers: tired of information overload, exhausted by the terabytes of offering, anxious because of not having the same fast multichannel experience with their services’ marketers or preferred goods providers than the one they found on their social media. Yes, I know you have read this before- me too. But is real. The motto of the Customer Experience philosophy of providing a consistent experience through multiple touchpoints that makes the relationship customer/brand easier and valuable finds it basis on understanding customer/s preferences and context for which BigData analysis is another imperative. In summary, I believe that using BigData Analysis in combination with appropriated CeX strategies and technologies is a promising direction for achieving: efficiency and marketing cost-savings; growing the customer base; and increasing customer conversion and retention. In a world: The Direction of Future Marketing.

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  • Java Cloud Service Integration to REST Service

    - by Jani Rautiainen
    Service (JCS) provides a platform to develop and deploy business applications in the cloud. In Fusion Applications Cloud deployments customers do not have the option to deploy custom applications developed with JDeveloper to ensure the integrity and supportability of the hosted application service. Instead the custom applications can be deployed to the JCS and integrated to the Fusion Application Cloud instance. This series of articles will go through the features of JCS, provide end-to-end examples on how to develop and deploy applications on JCS and how to integrate them with the Fusion Applications instance. In this article a custom application integrating with REST service will be implemented. We will use REST services provided by Taleo as an example; however the same approach will work with any REST service. In this example the data from the REST service is used to populate a dynamic table. Pre-requisites Access to Cloud instance In order to deploy the application access to a JCS instance is needed, a free trial JCS instance can be obtained from Oracle Cloud site. To register you will need a credit card even if the credit card will not be charged. To register simply click "Try it" and choose the "Java" option. The confirmation email will contain the connection details. See this video for example of the registration.Once the request is processed you will be assigned 2 service instances; Java and Database. Applications deployed to the JCS must use Oracle Database Cloud Service as their underlying database. So when JCS instance is created a database instance is associated with it using a JDBC data source.The cloud services can be monitored and managed through the web UI. For details refer to Getting Started with Oracle Cloud. JDeveloper JDeveloper contains Cloud specific features related to e.g. connection and deployment. To use these features download the JDeveloper from JDeveloper download site by clicking the "Download JDeveloper 11.1.1.7.1 for ADF deployment on Oracle Cloud" link, this version of JDeveloper will have the JCS integration features that will be used in this article. For versions that do not include the Cloud integration features the Oracle Java Cloud Service SDK or the JCS Java Console can be used for deployment. For details on installing and configuring the JDeveloper refer to the installation guideFor details on SDK refer to Using the Command-Line Interface to Monitor Oracle Java Cloud Service and Using the Command-Line Interface to Manage Oracle Java Cloud Service. Access to a local database The database associated with the JCS instance cannot be connected to with JDBC.  Since creating ADFbc business component requires a JDBC connection we will need access to a local database. 3rd party libraries This example will use some 3rd party libraries for implementing the REST service call and processing the input / output content. Other libraries may also be used, however these are tested to work. Jersey 1.x Jersey library will be used as a client to make the call to the REST service. JCS documentation for supported specifications states: Java API for RESTful Web Services (JAX-RS) 1.1 So Jersey 1.x will be used. Download the single-JAR Jersey bundle; in this example Jersey 1.18 JAR bundle is used. Json-simple Jjson-simple library will be used to process the json objects. Download the  JAR file; in this example json-simple-1.1.1.jar is used. Accessing data in Taleo Before implementing the application it is beneficial to familiarize oneself with the data in Taleo. Easiest way to do this is by using a RESTClient on your browser. Once added to the browser you can access the UI: The client can be used to call the REST services to test the URLs and data before adding them into the application. First derive the base URL for the service this can be done with: Method: GET URL: https://tbe.taleo.net/MANAGER/dispatcher/api/v1/serviceUrl/<company name> The response will contain the base URL to be used for the service calls for the company. Next obtain authentication token with: Method: POST URL: https://ch.tbe.taleo.net/CH07/ats/api/v1/login?orgCode=<company>&userName=<user name>&password=<password> The response includes an authentication token that can be used for few hours to authenticate with the service: {   "response": {     "authToken": "webapi26419680747505890557"   },   "status": {     "detail": {},     "success": true   } } To authenticate the service calls navigate to "Headers -> Custom Header": And add a new request header with: Name: Cookie Value: authToken=webapi26419680747505890557 Once authentication token is defined the tool can be used to invoke REST services; for example: Method: GET URL: https://ch.tbe.taleo.net/CH07/ats/api/v1/object/candidate/search.xml?status=16 This data will be used on the application to be created. For details on the Taleo REST services refer to the Taleo Business Edition REST API Guide. Create Application First Fusion Web Application is created and configured. Start JDeveloper and click "New Application": Application Name: JcsRestDemo Application Package Prefix: oracle.apps.jcs.test Application Template: Fusion Web Application (ADF) Configure Local Cloud Connection Follow the steps documented in the "Java Cloud Service ADF Web Application" article to configure a local database connection needed to create the ADFbc objects. Configure Libraries Add the 3rd party libraries into the class path. Create the following directory and copy the jar files into it: <JDEV_USER_HOME>/JcsRestDemo/lib  Select the "Model" project, navigate "Application -> Project Properties -> Libraries and Classpath -> Add JAR / Directory" and add the 2 3rd party libraries: Accessing Data from Taleo To access data from Taleo using the REST service the 3rd party libraries will be used. 2 Java classes are implemented, one representing the Candidate object and another for accessing the Taleo repository Candidate Candidate object is a POJO object used to represent the candidate data obtained from the Taleo repository. The data obtained will be used to populate the ADFbc object used to display the data on the UI. The candidate object contains simply the variables we obtain using the REST services and the getters / setters for them: Navigate "New -> General -> Java -> Java Class", enter "Candidate" as the name and create it in the package "oracle.apps.jcs.test.model".  Copy / paste the following as the content: import oracle.jbo.domain.Number; public class Candidate { private Number candId; private String firstName; private String lastName; public Candidate() { super(); } public Candidate(Number candId, String firstName, String lastName) { super(); this.candId = candId; this.firstName = firstName; this.lastName = lastName; } public void setCandId(Number candId) { this.candId = candId; } public Number getCandId() { return candId; } public void setFirstName(String firstName) { this.firstName = firstName; } public String getFirstName() { return firstName; } public void setLastName(String lastName) { this.lastName = lastName; } public String getLastName() { return lastName; } } Taleo Repository Taleo repository class will interact with the Taleo REST services. The logic will query data from Taleo and populate Candidate objects with the data. The Candidate object will then be used to populate the ADFbc object used to display data on the UI. Navigate "New -> General -> Java -> Java Class", enter "TaleoRepository" as the name and create it in the package "oracle.apps.jcs.test.model".  Copy / paste the following as the content (for details of the implementation refer to the documentation in the code): import com.sun.jersey.api.client.Client; import com.sun.jersey.api.client.ClientResponse; import com.sun.jersey.api.client.WebResource; import com.sun.jersey.core.util.MultivaluedMapImpl; import java.io.StringReader; import java.util.ArrayList; import java.util.Iterator; import java.util.List; import java.util.Map; import javax.ws.rs.core.MediaType; import javax.ws.rs.core.MultivaluedMap; import oracle.jbo.domain.Number; import org.json.simple.JSONArray; import org.json.simple.JSONObject; import org.json.simple.parser.JSONParser; /** * This class interacts with the Taleo REST services */ public class TaleoRepository { /** * Connection information needed to access the Taleo services */ String _company = null; String _userName = null; String _password = null; /** * Jersey client used to access the REST services */ Client _client = null; /** * Parser for processing the JSON objects used as * input / output for the services */ JSONParser _parser = null; /** * The base url for constructing the REST URLs. This is obtained * from Taleo with a service call */ String _baseUrl = null; /** * Authentication token obtained from Taleo using a service call. * The token can be used to authenticate on subsequent * service calls. The token will expire in 4 hours */ String _authToken = null; /** * Static url that can be used to obtain the url used to construct * service calls for a given company */ private static String _taleoUrl = "https://tbe.taleo.net/MANAGER/dispatcher/api/v1/serviceUrl/"; /** * Default constructor for the repository * Authentication details are passed as parameters and used to generate * authentication token. Note that each service call will * generate its own token. This is done to avoid dealing with the expiry * of the token. Also only 20 tokens are allowed per user simultaneously. * So instead for each call there is login / logout. * * @param company the company for which the service calls are made * @param userName the user name to authenticate with * @param password the password to authenticate with. */ public TaleoRepository(String company, String userName, String password) { super(); _company = company; _userName = userName; _password = password; _client = Client.create(); _parser = new JSONParser(); _baseUrl = getBaseUrl(); } /** * This obtains the base url for a company to be used * to construct the urls for service calls * @return base url for the service calls */ private String getBaseUrl() { String result = null; if (null != _baseUrl) { result = _baseUrl; } else { try { String company = _company; WebResource resource = _client.resource(_taleoUrl + company); ClientResponse response = resource.type(MediaType.APPLICATION_FORM_URLENCODED_TYPE).get(ClientResponse.class); String entity = response.getEntity(String.class); JSONObject jsonObject = (JSONObject)_parser.parse(new StringReader(entity)); JSONObject jsonResponse = (JSONObject)jsonObject.get("response"); result = (String)jsonResponse.get("URL"); } catch (Exception ex) { ex.printStackTrace(); } } return result; } /** * Generates authentication token, that can be used to authenticate on * subsequent service calls. Note that each service call will * generate its own token. This is done to avoid dealing with the expiry * of the token. Also only 20 tokens are allowed per user simultaneously. * So instead for each call there is login / logout. * @return authentication token that can be used to authenticate on * subsequent service calls */ private String login() { String result = null; try { MultivaluedMap<String, String> formData = new MultivaluedMapImpl(); formData.add("orgCode", _company); formData.add("userName", _userName); formData.add("password", _password); WebResource resource = _client.resource(_baseUrl + "login"); ClientResponse response = resource.type(MediaType.APPLICATION_FORM_URLENCODED_TYPE).post(ClientResponse.class, formData); String entity = response.getEntity(String.class); JSONObject jsonObject = (JSONObject)_parser.parse(new StringReader(entity)); JSONObject jsonResponse = (JSONObject)jsonObject.get("response"); result = (String)jsonResponse.get("authToken"); } catch (Exception ex) { throw new RuntimeException("Unable to login ", ex); } if (null == result) throw new RuntimeException("Unable to login "); return result; } /** * Releases a authentication token. Each call to login must be followed * by call to logout after the processing is done. This is required as * the tokens are limited to 20 per user and if not released the tokens * will only expire after 4 hours. * @param authToken */ private void logout(String authToken) { WebResource resource = _client.resource(_baseUrl + "logout"); resource.header("cookie", "authToken=" + authToken).post(ClientResponse.class); } /** * This method is used to obtain a list of candidates using a REST * service call. At this example the query is hard coded to query * based on status. The url constructed to access the service is: * <_baseUrl>/object/candidate/search.xml?status=16 * @return List of candidates obtained with the service call */ public List<Candidate> getCandidates() { List<Candidate> result = new ArrayList<Candidate>(); try { // First login, note that in finally block we must have logout _authToken = "authToken=" + login(); /** * Construct the URL, the resulting url will be: * <_baseUrl>/object/candidate/search.xml?status=16 */ MultivaluedMap<String, String> formData = new MultivaluedMapImpl(); formData.add("status", "16"); JSONArray searchResults = (JSONArray)getTaleoResource("object/candidate/search", "searchResults", formData); /** * Process the results, the resulting JSON object is something like * this (simplified for readability): * * { * "response": * { * "searchResults": * [ * { * "candidate": * { * "candId": 211, * "firstName": "Mary", * "lastName": "Stochi", * logic here will find the candidate object(s), obtain the desired * data from them, construct a Candidate object based on the data * and add it to the results. */ for (Object object : searchResults) { JSONObject temp = (JSONObject)object; JSONObject candidate = (JSONObject)findObject(temp, "candidate"); Long candIdTemp = (Long)candidate.get("candId"); Number candId = (null == candIdTemp ? null : new Number(candIdTemp)); String firstName = (String)candidate.get("firstName"); String lastName = (String)candidate.get("lastName"); result.add(new Candidate(candId, firstName, lastName)); } } catch (Exception ex) { ex.printStackTrace(); } finally { if (null != _authToken) logout(_authToken); } return result; } /** * Convenience method to construct url for the service call, invoke the * service and obtain a resource from the response * @param path the path for the service to be invoked. This is combined * with the base url to construct a url for the service * @param resource the key for the object in the response that will be * obtained * @param parameters any parameters used for the service call. The call * is slightly different depending whether parameters exist or not. * @return the resource from the response for the service call */ private Object getTaleoResource(String path, String resource, MultivaluedMap<String, String> parameters) { Object result = null; try { WebResource webResource = _client.resource(_baseUrl + path); ClientResponse response = null; if (null == parameters) response = webResource.header("cookie", _authToken).get(ClientResponse.class); else response = webResource.queryParams(parameters).header("cookie", _authToken).get(ClientResponse.class); String entity = response.getEntity(String.class); JSONObject jsonObject = (JSONObject)_parser.parse(new StringReader(entity)); result = findObject(jsonObject, resource); } catch (Exception ex) { ex.printStackTrace(); } return result; } /** * Convenience method to recursively find a object with an key * traversing down from a given root object. This will traverse a * JSONObject / JSONArray recursively to find a matching key, if found * the object with the key is returned. * @param root root object which contains the key searched for * @param key the key for the object to search for * @return the object matching the key */ private Object findObject(Object root, String key) { Object result = null; if (root instanceof JSONObject) { JSONObject rootJSON = (JSONObject)root; if (rootJSON.containsKey(key)) { result = rootJSON.get(key); } else { Iterator children = rootJSON.entrySet().iterator(); while (children.hasNext()) { Map.Entry entry = (Map.Entry)children.next(); Object child = entry.getValue(); if (child instanceof JSONObject || child instanceof JSONArray) { result = findObject(child, key); if (null != result) break; } } } } else if (root instanceof JSONArray) { JSONArray rootJSON = (JSONArray)root; for (Object child : rootJSON) { if (child instanceof JSONObject || child instanceof JSONArray) { result = findObject(child, key); if (null != result) break; } } } return result; } }   Creating Business Objects While JCS application can be created without a local database, the local database is required when using ADFbc objects even if database objects are not referred. For this example we will create a "Transient" view object that will be programmatically populated based the data obtained from Taleo REST services. Creating ADFbc objects Choose the "Model" project and navigate "New -> Business Tier : ADF Business Components : View Object". On the "Initialize Business Components Project" choose the local database connection created in previous step. On Step 1 enter "JcsRestDemoVO" on the "Name" and choose "Rows populated programmatically, not based on query": On step 2 create the following attributes: CandId Type: Number Updatable: Always Key Attribute: checked Name Type: String Updatable: Always On steps 3 and 4 accept defaults and click "Next".  On step 5 check the "Application Module" checkbox and enter "JcsRestDemoAM" as the name: Click "Finish" to generate the objects. Populating the VO To display the data on the UI the "transient VO" is populated programmatically based on the data obtained from the Taleo REST services. Open the "JcsRestDemoVOImpl.java". Copy / paste the following as the content (for details of the implementation refer to the documentation in the code): import java.sql.ResultSet; import java.util.List; import java.util.ListIterator; import oracle.jbo.server.ViewObjectImpl; import oracle.jbo.server.ViewRowImpl; import oracle.jbo.server.ViewRowSetImpl; // --------------------------------------------------------------------- // --- File generated by Oracle ADF Business Components Design Time. // --- Tue Feb 18 09:40:25 PST 2014 // --- Custom code may be added to this class. // --- Warning: Do not modify method signatures of generated methods. // --------------------------------------------------------------------- public class JcsRestDemoVOImpl extends ViewObjectImpl { /** * This is the default constructor (do not remove). */ public JcsRestDemoVOImpl() { } @Override public void executeQuery() { /** * For some reason we need to reset everything, otherwise * 2nd entry to the UI screen may fail with * "java.util.NoSuchElementException" in createRowFromResultSet * call to "candidates.next()". I am not sure why this is happening * as the Iterator is new and "hasNext" is true at the point * of the execution. My theory is that since the iterator object is * exactly the same the VO cache somehow reuses the iterator including * the pointer that has already exhausted the iterable elements on the * previous run. Working around the issue * here by cleaning out everything on the VO every time before query * is executed on the VO. */ getViewDef().setQuery(null); getViewDef().setSelectClause(null); setQuery(null); this.reset(); this.clearCache(); super.executeQuery(); } /** * executeQueryForCollection - overridden for custom java data source support. */ protected void executeQueryForCollection(Object qc, Object[] params, int noUserParams) { /** * Integrate with the Taleo REST services using TaleoRepository class. * A list of candidates matching a hard coded query is obtained. */ TaleoRepository repository = new TaleoRepository(<company>, <username>, <password>); List<Candidate> candidates = repository.getCandidates(); /** * Store iterator for the candidates as user data on the collection. * This will be used in createRowFromResultSet to create rows based on * the custom iterator. */ ListIterator<Candidate> candidatescIterator = candidates.listIterator(); setUserDataForCollection(qc, candidatescIterator); super.executeQueryForCollection(qc, params, noUserParams); } /** * hasNextForCollection - overridden for custom java data source support. */ protected boolean hasNextForCollection(Object qc) { boolean result = false; /** * Determines whether there are candidates for which to create a row */ ListIterator<Candidate> candidates = (ListIterator<Candidate>)getUserDataForCollection(qc); result = candidates.hasNext(); /** * If all candidates to be created indicate that processing is done */ if (!result) { setFetchCompleteForCollection(qc, true); } return result; } /** * createRowFromResultSet - overridden for custom java data source support. */ protected ViewRowImpl createRowFromResultSet(Object qc, ResultSet resultSet) { /** * Obtain the next candidate from the collection and create a row * for it. */ ListIterator<Candidate> candidates = (ListIterator<Candidate>)getUserDataForCollection(qc); ViewRowImpl row = createNewRowForCollection(qc); try { Candidate candidate = candidates.next(); row.setAttribute("CandId", candidate.getCandId()); row.setAttribute("Name", candidate.getFirstName() + " " + candidate.getLastName()); } catch (Exception e) { e.printStackTrace(); } return row; } /** * getQueryHitCount - overridden for custom java data source support. */ public long getQueryHitCount(ViewRowSetImpl viewRowSet) { /** * For this example this is not implemented rather we always return 0. */ return 0; } } Creating UI Choose the "ViewController" project and navigate "New -> Web Tier : JSF : JSF Page". On the "Create JSF Page" enter "JcsRestDemo" as name and ensure that the "Create as XML document (*.jspx)" is checked.  Open "JcsRestDemo.jspx" and navigate to "Data Controls -> JcsRestDemoAMDataControl -> JcsRestDemoVO1" and drag & drop the VO to the "<af:form> " as a "ADF Read-only Table": Accept the defaults in "Edit Table Columns". To execute the query navigate to to "Data Controls -> JcsRestDemoAMDataControl -> JcsRestDemoVO1 -> Operations -> Execute" and drag & drop the operation to the "<af:form> " as a "Button": Deploying to JCS Follow the same steps as documented in previous article"Java Cloud Service ADF Web Application". Once deployed the application can be accessed with URL: https://java-[identity domain].java.[data center].oraclecloudapps.com/JcsRestDemo-ViewController-context-root/faces/JcsRestDemo.jspx The UI displays a list of candidates obtained from the Taleo REST Services: Summary In this article we learned how to integrate with REST services using Jersey library in JCS. In future articles various other integration techniques will be covered.

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  • How to write a generic service in WCF

    - by rezaxp
    In one of my recent projects I needed a generic service as a facade to handle General activities such as CRUD.Therefor I searched as Many as I could but there was no Idea on generic services so I tried to figure it out by my self.Finally,I found a way :Create a generic contract as below :[ServiceContract] public interface IEntityReadService<TEntity>         where TEntity : EntityBase, new()     {         [OperationContract(Name = "Get")]         TEntity Get(Int64 Id);         [OperationContract(Name = "GetAll")]         List<TEntity> GetAll();         [OperationContract(Name = "GetAllPaged")]         List<TEntity> GetAll(int pageSize, int currentPageIndex, ref int totalRecords);         List<TEntity> GetAll(string whereClause, string orderBy, int pageSize, int currentPageIndex, ref int totalRecords);            }then create your service class :  public class GenericService<TEntity> :IEntityReadService<TEntity> where TEntity : EntityBase, new() {#region Implementation of IEntityReadService<TEntity>         public TEntity Get(long Id)         {             return BusinessController.Get(Id);         }         public List<TEntity> GetAll()         {             try             {                 return BusinessController.GetAll().ToList();             }             catch (Exception ex)             {                                  throw;             }                      }         public List<TEntity> GetAll(int pageSize, int currentPageIndex, ref int totalRecords)         {             return                 BusinessController.GetAll(pageSize, currentPageIndex, ref totalRecords).ToList();         }         public List<TEntity> GetAll(string whereClause, string orderBy, int pageSize, int currentPageIndex, ref int totalRecords)         {             return                 BusinessController.GetAll(pageSize, currentPageIndex, ref totalRecords, whereClause, orderBy).ToList();         }         #endregion} Then, set your EndPoint configuration in this way :<endpoint address="myAddress" binding="basicHttpBinding" bindingConfiguration="myBindingConfiguration1" contract="Contracts.IEntityReadService`1[[Entities.mySampleEntity, Entities]], Service.Contracts" />

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  • Tellago && Tellago Studios 2010

    - by gsusx
    With 2011 around the corner we, at Tellago and Tellago Studios , we have been spending a lot of times evaluating our successes and failures (yes those too ;)) of 2010 and delineating some of our goals and strategies for 2011. When I look at 2010 here are some of the things that quickly jump off the page: Growing Tellago by 300% Launching a brand new company: Tellago Studios Expanding our customer base Establishing our business intelligence practice http://tellago.com/what-we-say/events/business-intelligence...(read more)

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  • Communications: BNSL Unifies The Customer Experience

    - by Michael Seback
    Hear how BNSL achieved a unified customer experience across channels.  BNSL is India's number one telecommunications operator with 70M mobile customers and 20M wired customers. They consolidated 330 different districts and customer experiences into a single customer experience across the contact center, web, email and SMS.  Click here to listen to their journey.  Read more about Oracle Communications.  

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  • Aggregating customer service emails from multiple ecommerce sites for easy handling

    - by nitbuntu
    For one of my main customer help email addresses I use Mozilla Thunderbird with a combination of tags and saved searches. As the number of my e-commerce sites grows from 1 to more, customer service handling gets more tricky. Is there any simple and efficient way of handling emails from the different sites? Perhaps what I'm looking for is a way of aggregating customer service emails from different sites, into one place? Perhaps there's a way of already doing this within Thunderbird or Gmail?

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  • Aggregating customer service emails from multiple ecommerce sites for easy handling

    - by nitbuntu
    For one of my main customer help email addresses I use Mozilla Thunderbird with a combination of tags and saved searches. As the number of my e-commerce sites grows from 1 to more, customer service handling gets more tricky. Is there any simple and efficient way of handling emails from the different sites? Perhaps what I'm looking for is a way of aggregating customer service emails from different sites, into one place? Perhaps there's a way of already doing this within Thunderbird or Gmail?

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  • Spirent Communications Improves Customer Experience with Knowledge Management

    - by Tony Berk
    Spirent Communications plc is a global leader in test and measurement inspiring innovation within development labs, communication networks and IT organizations. The world’s leading communications companies rely on Spirent to help design, develop, validate, and deliver world-class network, devices, and services. Spirent’s customers require high levels of support for a diverse and complex product portfolio, and the company is committed to delivering on this requirement. Spirent needed a solution to help its customers get the information they need quickly and at their convenience through its Web site. After evaluating several solutions, Spirent selected and deployed Oracle Knowledge for Web Self Service Enterprise Edition. Oracle Knowledge Management uses natural language processing to understand the true intent of each inquiry logged via the support portal’s search function. The Spirent Knowledge Base on the company’s Customer Support Center (CSC) finds the best possible answer using search enhancement features?such as communications industry-specific libraries and federation to search external sources. Spirent has reduced contact center call volume while better serving its customers. Each time a customer uses the knowledge base, they find answers faster than by calling, and it saves Spirent an average of US$210 per call?which is significant when multiplied across the thousands of calls received monthly. Oracle Knowledge also helps support engineers find answers more quickly, enabling the company to scale without adding additional support engineers. Oracle Knowledge is integrated with Spirent's Siebel Contact Center implementation to provide an integrated desktop for CRM and agent intelligence, avoiding the need for contact center personnel to toggle between various screens to address customer inquiries, thereby accelerating customer service. Click here to learn more about Sprient's use of Siebel CRM and Oracle Knowledge Management.

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  • CRM@Oracle Series: Showcasing Innovation with Oracle Customer Hub

    - by tony.berk
    When is having too many customers a challenge? It is not something too many people would complain about. But from a data perspective, one challenge is to keep each customer's data consistent across multiple enterprise systems such as CRM, ERP, and all of your other related applications. Buckle your seat belts, we are going a bit technical today... If you have ever tried it, you know it isn't easy. If you haven't, don't go there alone! Customer data integration projects are challenging and, depending on the environment, require sharp, innovative people to succeed. Want to hear from some guys who have done it and succeeded? Here is an interview with Dan Lanir and Afzal Asif from Oracle's Applications IT CRM Systems group on implementing Oracle Customer Hub and innovation. For more interesting discussions on innovation, check out the Oracle Innovation Showcase.

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  • Customer Experience Metrics That Matter Most

    - by Charles Knapp
    When customers contact your company, they don't ask to be deflected or handled or converted. They want to be satisfied. To improve the customer experience, you need more than traditional measures such as deflection rates, handling times, and conversion rates. In this new Oracle AppCast podcast, tune in to this conversation with me about customer experience metrics that you can use to grow your business. Would you like to learn more? Please join us at the one of a kind Customer Experience Summit at the Oracle OpenWorld Conference, October 3-5 in San Francisco.

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  • Oracle Java Cloud Service - Platform as a Service for Your Java Applications

    - by GeneEun
    Oracle Java Cloud Service is an enterprise grade Platform as a Service for developing, testing, and deploying business applications. For Java developers, Java Cloud Service provides the power, flexibility, and performance of a true Java EE container in the cloud. Java Cloud Service delivers one of the key advantages of the Java platform, the ability to “write once, run anywhere”. Because of the standards-based approach, there's no need to worry that applications you build and deploy are forever locked into the Oracle Cloud.  In fact, you can use Java Cloud Service just as you would an on-premise Java EE environment and deploy your Java applications on a Java Cloud Service instance as-is. Provisioning of Java Cloud Service instances is self-service and takes only minutes, making access to Java environments both quick and easy. Java Cloud Service instances are also automatically associated with Oracle Database Cloud Service instances, so there's no complex setup involved in order to get a complete application environment up and running.If you're attending Oracle OpenWorld in San Francisco this week, I'm sure you've seen that there are many sessions covering Oracle Cloud services, including Java Cloud Service. Each session will provide a wealth of information, so I highly recommend you consult your conference schedule and try to check them out. In the meantime, here's a short video about Java Cloud Service. Enjoy!

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  • Oracle Customer Experience Summit @ OpenWorld

    - by Christie Flanagan
    This first-ever Oracle Customer Experience Summit @ OpenWorld kicked off yesterday, bringing together established thought leaders and practitioners in customer experience. The first day saw noted marketing and customer experience thought leader, Seth Godin, take the stage to discuss how rapidly accelerating change and adoption are driving new behaviors and higher expectations in a massively disruptive transformation in which the customer now holds the power. His presentation gave us in-depth insight into this always-connected, always-sharing experience revolution we are witnessing.If you haven’t yet made it over to the Oracle Customer Experience Summit at The Westin St. Francis and the recently made over Oracle Square (aka Union Square), there’s still time today and tomorrow to network with industry peers and hear best practices from those who have steered their ventures through the disruptive trends of customer experience and have proven, successful strategies to share for driving strategic customer-centric initiatives. If you’re interested in learning how Oracle WebCenter helps businesses meet the demands of the customer experience revolution, be sure to check out these sessions at the Oracle Customer Experience Summit later today:Using the Online Customer Experience to Drive Engagement and Marketing Success Thursday, Oct 4, 4:15 PM - 5:15 PM - St. Francis - GeorgianMariam Tariq - Senior Director Product Management, Oracle Stephen Schleifer - Senior Principal Product Manager, Oracle Richard Backx - Business IT Architect/Consultant, KPN NL Netco CE Channels Online The online channel is a critical means of reaching and engaging customers. Online marketing efforts today must be targeted, interactive, and consistent to provide customers with a seamless experience. These efforts must include integrated management of Web, mobile, and social channels—supported by cross-channel customer data and campaigns—and integration with commerce to drive an engaging and differentiated online customer experience. Attend this session to learn how you can use the online channel to increase customer loyalty and drive the success of your marketing initiatives.Empowering Your Frontline Employees: Sales and Service Enterprise Collaboration Thursday, Oct 4, 5:30 PM - 6:30 PM - St. Francis - Elizabethan ABStephen Fioretti - VP, Product Management, Oracle Peter Doolan - Group Vice President, Sales Engineering, Oracle Andrew Kershaw - Sr Director Business Development, Oracle Marty Marcinczyk - VP Customer Experience Engineering, Comcast A focus on the employee experience is critical, because it can make or break your customers’ experiences, directly or indirectly. Engaged and empowered frontline employees become your best advocates and inspire your brand champions. This session explores proven approaches and tools, including social collaboration tools, that can help you empower and enable your frontline teams to improve customer and employee experiences.And before you go, you'll also want to explore the Innovation Tents in Oracle Square which feature leading-edge customer experience demonstrations; attend our customer journey mapping workshop; and learn at sessions focused on innovating differentiated experiences that drive cross-functional alignment.

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  • CEO Is the New CRM

    - by andrea.mulder
    Danny Rippon launched his blogging career last week with The Marketer outlining how CRM has evolved from managing customer data to 'CEM' - Customer Experience Management, and for true market leaders it is moving towards 'CEO' - Customer Experience Optimisation. Or as we like to say here in the states Customer Experience Optimization (with a "z"). Click here to hear Danny's thought on why CEO Is the New CRM.

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  • How to justify technology choice to customer?

    - by suslik
    When freelancing / contracting a customer will typically specify functional requirements, acceptance criteria, etc, and the implementation details are in the developer's hands. As a developer your technology choice is a balancing act between what you are most familiar with, technologically what the right tool appears to be, ease of finding coders with this skill and their expense, and a few other factors. I'm in a situation where I have evaluated my options and selected a somewhat obscure open source technology that I believe will get me there faster, easier, and be more maintanable in the long term. It's different, but I think that that is what the requirements call for. The customer has inquired about what I'm going to use to build the solution, and now they are concerned because they've never heard of it before. The reasons for my choice are mostly technical, whereas the customer isn't (but they know some buzzwords!). Explaining these technical reasons will not be easy, and I am not sure if that is the right way to approach this situation anyway. And that's my question: what is the right way to approach this situation so as to cause the least amount of headache for everyone involved?

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  • Travelocity Delivers Superior Customer Experience and Reduces Operating Costs with Oracle RightNow

    - by Tony Berk
    Turning the spotlight to our newest member of the CRM and Customer Experience (CX) family, RightNow, we highlight one of many customer success stories.  Travelocity is a leading provider of consumer-direct travel services for the leisure and business traveler. It markets and distributes travel-related products and services directly to individuals through Travelocity and its various brand websites and contact centers, and websites owned by its supplier and distribution partners. Before RightNow, Travelocity was running one system for its agent desktop and a separate email solution. Toggling between systems was inefficient and cumbersome. The RightNow contact center solution enables Travelocity to react at a moment’s notice and get customers the information they need before, during, and after their trip while maximizing agent productivity and driving revenue. Superior customer experience is one key reason why Travelocity continues to be a leader in the industry. The RightNow contact center solution supports Travelocity across its global brands with multi-channel support to provide superior care however customers communicate with the company—via phone, email, web, chat or mobile. Click here to learn more about Travelocity's use of Oracle RightNow and review other RightNow success stories.

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  • Java Cloud Service Integration using Web Service Data Control

    - by Jani Rautiainen
    Java Cloud Service (JCS) provides a platform to develop and deploy business applications in the cloud. In Fusion Applications Cloud deployments customers do not have the option to deploy custom applications developed with JDeveloper to ensure the integrity and supportability of the hosted application service. Instead the custom applications can be deployed to the JCS and integrated to the Fusion Application Cloud instance.This series of articles will go through the features of JCS, provide end-to-end examples on how to develop and deploy applications on JCS and how to integrate them with the Fusion Applications instance.In this article a custom application integrating with Fusion Application using Web Service Data Control will be implemented. v\:* {behavior:url(#default#VML);} o\:* {behavior:url(#default#VML);} w\:* {behavior:url(#default#VML);} .shape {behavior:url(#default#VML);} Normal 0 false false false EN-US X-NONE X-NONE MicrosoftInternetExplorer4 /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-qformat:yes; mso-style-parent:""; mso-padding-alt:0cm 5.4pt 0cm 5.4pt; mso-para-margin:0cm; mso-para-margin-bottom:.0001pt; mso-pagination:widow-orphan; font-size:10.0pt; font-family:"Calibri","sans-serif";} Pre-requisites Access to Cloud instance In order to deploy the application access to a JCS instance is needed, a free trial JCS instance can be obtained from Oracle Cloud site. To register you will need a credit card even if the credit card will not be charged. To register simply click "Try it" and choose the "Java" option. The confirmation email will contain the connection details. See this video for example of the registration. Once the request is processed you will be assigned 2 service instances; Java and Database. Applications deployed to the JCS must use Oracle Database Cloud Service as their underlying database. So when JCS instance is created a database instance is associated with it using a JDBC data source. The cloud services can be monitored and managed through the web UI. For details refer to Getting Started with Oracle Cloud. JDeveloper JDeveloper contains Cloud specific features related to e.g. connection and deployment. To use these features download the JDeveloper from JDeveloper download site by clicking the “Download JDeveloper 11.1.1.7.1 for ADF deployment on Oracle Cloud” link, this version of JDeveloper will have the JCS integration features that will be used in this article. For versions that do not include the Cloud integration features the Oracle Java Cloud Service SDK or the JCS Java Console can be used for deployment. For details on installing and configuring the JDeveloper refer to the installation guide. For details on SDK refer to Using the Command-Line Interface to Monitor Oracle Java Cloud Service and Using the Command-Line Interface to Manage Oracle Java Cloud Service. Create Application In this example the “JcsWsDemo” application created in the “Java Cloud Service Integration using Web Service Proxy” article is used as the base. Create Web Service Data Control In this example we will use a Web Service Data Control to integrate with Credit Rule Service in Fusion Applications. The data control will be used to query data from Fusion Applications using a web service call and present the data in a table. To generate the data control choose the “Model” project and navigate to "New -> All Technologies -> Business Tier -> Data Controls -> Web Service Data Control" and enter following: Name: CreditRuleServiceDC URL: https://ic-[POD].oracleoutsourcing.com/icCnSetupCreditRulesPublicService/CreditRuleService?WSDL Service: {{http://xmlns.oracle.com/apps/incentiveCompensation/cn/creditSetup/creditRule/creditRuleService/}CreditRuleService On step 2 select the “findRule” operation: Skip step 3 and on step 4 define the credentials to access the service. Do note that in this example these credentials are only used if testing locally, for JCS deployment credentials need to be manually updated on the EAR file: Click “Finish” and the proxy generation is done. Creating UI In order to use the data control we will need to populate complex objects FindCriteria and FindControl. For simplicity in this example we will create logic in a managed bean that populates the objects. Open “JcsWsDemoBean.java” and add the following logic: Map findCriteria; Map findControl; public void setFindCriteria(Map findCriteria) { this.findCriteria = findCriteria; } public Map getFindCriteria() { findCriteria = new HashMap(); findCriteria.put("fetchSize",10); findCriteria.put("fetchStart",0); return findCriteria; } public void setFindControl(Map findControl) { this.findControl = findControl; } public Map getFindControl() { findControl = new HashMap(); return findControl; } Open “JcsWsDemo.jspx”, navigate to “Data Controls -> CreditRuleServiceDC -> findRule(Object, Object) -> result” and drag and drop the “result” node into the “af:form” element in the page: On the “Edit Table Columns” remove all columns except “RuleId” and “Name”: On the “Edit Action Binding” window displayed enter reference to the java class created above by selecting “#{JcsWsDemoBean.findCriteria}”: Also define the value for the “findControl” by selecting “#{JcsWsDemoBean.findControl}”. Deploy to JCS For WS DC the authentication details need to be updated on the connection details before deploying. Open “connections.xml” by navigating “Application Resources -> Descriptors -> ADF META-INF -> connections.xml”: Change the user name and password entry from: <soap username="transportUserName" password="transportPassword" To match the access details for the target environment. Follow the same steps as documented in previous article ”Java Cloud Service ADF Web Application”. Once deployed the application can be accessed with URL: https://java-[identity domain].java.[data center].oraclecloudapps.com/JcsWsDemo-ViewController-context-root/faces/JcsWsDemo.jspx When accessed the first 10 rules in the system are displayed: Summary In this article we learned how to integrate with Fusion Applications using a Web Service Data Control in JCS. In future articles various other integration techniques will be covered. Normal 0 false false false EN-US X-NONE X-NONE MicrosoftInternetExplorer4 /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-qformat:yes; mso-style-parent:""; mso-padding-alt:0cm 5.4pt 0cm 5.4pt; mso-para-margin:0cm; mso-para-margin-bottom:.0001pt; mso-pagination:widow-orphan; font-size:10.0pt; font-family:"Calibri","sans-serif";}

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  • Learn How to Deliver a Superior Customer Experience

    - by steve.diamond
    That's right. Irene Ng, internationally acclaimed Oracle Web TV superstar, is hitting the Web airwaves again with a highly informative webcast! Tune in to hear Irene interview Steve Fearon, Oracle Vice President of CRM, Europe, Middle East and Africa, and explore how traditional CRM is converging with social networking and mobile technologies to deliver superior customer experiences that drive increased revenue and customer advocacy. And for you folks on the U.S. West Coast who REALLY like to get a jump on your day, we've got even better news. This Web TV event is taking place on June 17th at 2:00 a.m. Pacific time. But remember that for our friends in Central Europe, that is 11:00 a.m. CET. But we'll all be able to view a replay of this Webcast for those of us not awake for the original airing. So sign up now.

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  • Customer won't decide, how to deal?

    - by Crazy Eddie
    I write software that involves the use of measured quantities, many input by the user, most displayed, that are fed into calculation models to simulate various physical thing-a-majigs. We have created a data type that allows us to associate a numeric value with a unit, we call these "quantities" (big duh). Quantities and units are unique to dimension. You can't attach kilogram to a length for example. Math on quantities does automatic unit conversion to SI and the type is dimension safe (you can't assign a weight to a pressure for example). Custom UI components have been developed that display the value and its unit and/or allow the user to edit them. Dimensionless quantities, having no units, are a single, custom case implemented within the system. There's a set of related quantities such that our target audience apparently uses them interchangeably. The quantities are used in special units that embed the conversion factors for the related quantity dimensions...in other words, when using these units converting from one to another simply involves multiplying the value by 1 to the dimensional difference. However, conversion to/from the calculation system (SI) still involves these factors. One of these related quantities is a dimensionless one that represents a ratio. I simply can't get the "customer" to recognize the necessity of distinguishing these values and their use. They've picked one and want to use it everywhere, customizing the way we deal with it in special places. In this case they've picked one of the dimensions that has a unit...BUT, they don't want there to be a unit (GRR!!!). This of course is causing us to implement these special overrides for our UI elements and such. That of course is often times forgotten and worse...after a couple months everyone forgets why it was necessary and why we're using this dimensional value, calling it the wrong thing, and disabling the unit. I could just ignore the "customer" and implement the type as the dimensionless quantity, which makes most sense. However, that leaves the team responsible for figuring it out when they've given us a formula using one of the other quantities. We have to not only figure out that it's happening, we have to decide what to do. This isn't a trivial deal. The other option is just to say to hell with it, do it the customer's way, and let it waste continued time and effort because it's just downright confusing as hell. However, I can't count the amount of times someone has said, "Why is this being done this way, it makes no sense at all," and the team goes off the deep end trying to figure it out. What would you do? Currently I'm still attempting to convince them that even if they use terms interchangeably, we at the least can't do that within the product discussion. Don't have high hopes though.

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  • Running ODI 11gR1 Standalone Agent as a Windows Service

    - by fx.nicolas
    ODI 11gR1 introduces the capability to use OPMN to start and protect agent processes as services. Setting up the OPMN agent is covered in the following post and extensively in the ODI Installation Guide. Unfortunately, OPMN is not installed along with ODI, and ODI 10g users who are really at ease with the old Java Wrapper are a little bit puzzled by OPMN, and ask: "How can I simply set up the agent as a service?". Well... although the Tanuki Service Wrapper is no longer available for free, and the agentservice.bat script lost, you can switch to another service wrapper for the same result. For example, Yet Another Java Service Wrapper (YAJSW) is a good candidate. To configure a standalone agent with YAJSW: download YAJSW Uncompress the zip to a folder (called %YAJSW% in this example) Configure, start and test your standalone agent. Make sure that this agent is loaded with all the required libraries and drivers, as the service will not load dynamically the drivers added subsequently in the /drivers directory. Retrieve the PID of the agent process: Open Task Manager. Select View Select Columns Select the PID (Process Identifier) column, then click OK In the list of processes, find the java.exe process corresponding to your agent, and note its PID. Open a command line prompt in %YAJSW%/bat and run: genConfig.bat <your_pid> This command generates a wrapper configuration file for the agent. This file is called %YAJSW%/conf/wrapper.conf. Stop your agent. Edit the wrapper.conf file and modify the configuration of your service. For example, modify the display name and description of the service as shown in the example below. Important: Make sure to escape the commas in the ODI encoded passwords with a backslash! In the example below, the ODI_SUPERVISOR_ENCODED_PASS contained a comma character which had to be prefixed with a backslash. # Title to use when running as a console wrapper.console.title=\"AGENT\" #******************************************************************** # Wrapper Windows Service and Posix Daemon Properties #******************************************************************** # Name of the service wrapper.ntservice.name=AGENT_113 # Display name of the service wrapper.ntservice.displayname=ODI Agent # Description of the service wrapper.ntservice.description=Oracle Data Integrator Agent 11gR3 (11.1.1.3.0) ... # Escape the comma in the password with a backslash. wrapper.app.parameter.7 = -ODI_SUPERVISOR_ENCODED_PASS=fJya.vR5kvNcu9TtV\,jVZEt Execute your wrapped agent as console by calling in the command line prompt: runConsole.bat Check that your agent is running, and test it again.This command starts the agent with the configuration but does not install it yet as a service. To Install the agent as service call installService.bat From that point, you can view, start and stop the agent via the windows services. Et voilà ! Two final notes: - To modify the agent configuration, you must uninstall/reinstall the service. For this purpose, run the uninstallService.bat to uninstall it and play again the process above. - To be able to uninstall the agent service, you should keep a backup of the wrapper.conf file. This is particularly important when starting several services with the wrapper.

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  • Partner Webcast – Oracle CRM: The Age of the Customer - 18 July 2013

    - by Thanos
    High-touch solutions for the complete customer experience How does Customer Relationship Management change in "the age of the customer", or does it at all? Customer relationship management has changed over the past years from a pure "inside out" point of view, where the customer is the center of attention to an "outside in" discipline where the customer has become the driving force. Away from the 360° view, through data to a holistic view of the customer’s journey and experience, through behavioral analysis and interaction across all touch points along a lifecycle of a customer relationship. Learn how this approach, integrating sales, service and marketing channels into one cohesive customer experience can drive customer experience and support acquisition, retention and efficiency in your customer relationship. With Oracle's Sales, Service and Marketing cloud offerings, you can be ahead of the game and provide a consistent and personalized voice to your customers, regardless of which channels you favor and your customers prefer. Integrated, cross-channel campaign automation and service delivery, as well as feedback-loops to sales automation, will provide you with tools to achieve top-of-the-line customer experience. Agenda · Oracle Customer Experience - Introduction into a new take on CRM · Oracle Sales Cloud - Integrated Salesforce Automation · Oracle Marketing Cloud - Cross-Channel Campaign Management · Oracle Service Cloud - Channel-blending in service delivery Delivery Format This FREE online LIVE eSeminar will be delivered over the Web. Registrations received less than 24 hours prior to start time may not receive confirmation to attend. Duration: 1 hour REGISTER NOW For any questions please contact us at partner.imc-AT-beehiveonline.oracle-DOT-com.

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  • Need Help With Conflicting Customer Support Goals?

    - by Tom Floodeen
    It seems that every OPS review Customer Support Executives are being asked to improve the customer KPIs while also improving gross margin. This is a tough road for even experienced leaders. You need to reduce your agents research time while increasing their answer accuracy. You want to spend less time training them while growing the number of products and systems being used. You have to deal with increasing service volumes but at the same time you need to focus on creating appropriate service insight. After all, to be a great support center you not only have to be good at answering questions, you also need to be good at preventing them.   Five Key Benefits of knowledge Management in Customer Service will help you start down the path meeting these, and other, objectives. With Oracle Knowledge Products, fully integrated with Oracle’s CRM solutions, you can accomplish both increased  service demand while driving your costs down. And you can handle both while positively impacting the satisfaction and loyalty of your customers.  Take advantage of Oracle to not only provide you with a great integrated tool suite, but also with the vision to drive you down the path of success.

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  • Missed OpenWorld? Fear not. Customer Service Presentations for you!

    - by Tuula Fai
    As a Customer Service professional, you know the most frightening thing is having mission-critical systems go down when you’re trying to support customers. So while others are munching on candy this Halloween, why not spend your time listening to these Oracle OpenWorld sessions?   Oracle Service Vision and Roadmap Oracle RightNow Cross-Channel Contact Center Oracle RightNow Web Customer Service Oracle RightNow Chat Cloud Service & Oracle RightNow Virtual Assistant Cloud Service Oracle RightNow Social Customer Service Oracle RightNow Cloud Service - Upgrades Oracle Service – EBS Field Service Oracle Service – Siebel Service Oracle Service – Siebel Field Service In these presentations, you will learn the latest capabilities available in Oracle’s Service solutions for delivering a great customer experience. Like the ability to … Serve Your Customers Anywhere to maintain one seamless dialogue Turn Your Contact Center into a Profit Center by giving personal offers Use Social to Get Ahead of Service Issues by capturing and responding to posts Offer Help a Click Away on your support site at the point of need Humanize Web Self-Service with a Virtual Assistant that uses natural conversation As journalist Robert Liparulo said, “Knowledge was like candy: you never turned it down, especially if you didn't have to work too hard to get it.” It’s right here. Listen, Learn and Lead.

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  • SQLAuthority News – Microsoft SQL Server 2005 Service Pack 4 RTM

    - by pinaldave
    Service Pack 4 (SP4) for Microsoft SQL Server 2005 is now available for download. SQL Server 2005 service packs are cumulative, and this service pack upgrades all service levels of SQL Server 2005 to SP4 . Download Microsoft SQL Server 2005 Service Pack 4 RTM Reference: Pinal Dave (http://blog.SQLAuthority.com) Filed under: SQL, SQL Authority, SQL Documentation, SQL Download, SQL Query, SQL Server, SQL Service Pack, SQL Tips and Tricks, SQLAuthority News, T SQL, Technology

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  • Start/Stop Window Service from ASP.NET page

    - by kaushalparik27
    Last week, I needed to complete one task on which I am going to blog about in this entry. The task is "Create a control panel like webpage to control (Start/Stop) Window Services which are part of my solution installed on computer where the main application is hosted". Here are the important points to accomplish:[1] You need to add System.ServiceProcess reference in your application. This namespace holds ServiceController Class to access the window service.[2] You need to check the status of the window services before you explicitly start or stop it.[3] By default, IIS application runs under ASP.NET account which doesn't have access rights permission to window service. So, Very Important part of the solution is: Impersonation. You need to impersonate the application/part of the code with the User Credentials which is having proper rights and permission to access the window service. If you try to access window service it will generate "access denied" error.The alternatives are: You can either impersonate whole application by adding Identity tag in web.cofig as:        <identity impersonate="true" userName="" password=""/>This tag will be under System.Web section. the "userName" and "password" will be the credentials of the user which is having rights to access the window service. But, this would not be a wise and good solution; because you may not impersonate whole website like this just to have access window service (which is going to be a small part of code).Second alternative is: Only impersonate part of code where you need to access the window service to start or stop it. I opted this one. But, to be fair; I am really unaware of the code part for impersonation. So, I just googled it and injected the code in my solution in a separate class file named as "Impersonate" with required static methods. In Impersonate class; impersonateValidUser() is the method to impersonate a part of code and undoImpersonation() is the method to undo the impersonation. Below is one example:  You need to provide domain name (which is "." if you are working on your home computer), username and password of appropriate user to impersonate.[4] Here, it is very important to note that: You need to have to store the Access Credentials (username and password) which you are going to user for impersonation; to some secured and encrypted format. I have used Machinekey Encryption to store the value encrypted value inside database.[5] So now; The real part is to start or stop a window service. You are almost done; because ServiceController class has simple Start() and Stop() methods to start or stop a window service. A ServiceController class has parametrized constructor that takes name of the service as parameter.Code to Start the window service: Code to Stop the window service: Isn't that too easy! ServiceController made it easy :) I have attached a working example with this post here to start/stop "SQLBrowser" service where you need to provide proper credentials who have permission to access to window service.  hope it would helps./.

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