Customer Support
Constructing an accurate picture of a customer's status within a company's IT systems can be complex. Often transactional information from a legacy system must be combined with relational data stored in a database or data mart. Connecting these systems and combining the data that they provide has traditionally been very difficult. XML-based protocols such as SOAP promise to simplify the acquisition and presentation of real-time customer information. Figure 7.3 shows a typical IT back-office system, including the protocols used to communicate between systems.
Figure 7.3. Typical tightly coupled IT system.
Proprietary binary protocols ...
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