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Oracle Fusion Middleware Patterns by Markus Zirn, Harish Gaur

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Wind River's Enterprise 2.0 approach to online customer support

Wind River, the leader in the Device Software Optimization (DSO) market, wanted to fundamentally simplify information exchange and collaboration across its network of more than 30,000 employees and customers who used their Online Support system (OLS).

The company's original OLS was designed to support employees, customers, and partners on a unified development and delivery platform. The initial OLS goal was to provide a platform where customers and partners could get self-service access to personalized support data, log service requests, and find information on product defects and patches. That same platform was to allow employees (from Support, Product Management, Technical Publications, ...

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