PEGA and Microservices
Working on a POC to externalize the some of the pega components (by default Internal to PEGA) like hazelcast (in-memory service) and stream service (Kafka Stream service , global search)
Externalization of these components will help in pin pointing the failure areas and improve the recovery process
Designing Global Customer Service Platforms
Let's Assume an organization's presence is global and it offers multiple products across the globe.
How to implement a common global platform for all customer services inquiries using a software product.
What are the common challenges you can come across:
1. Business Operating Model could be different for various reasons .
samples
Customer Care Number is different for each country
Customer service email could be different for each country
2. Country /region related regulatory requirements.
legal requirements
GDPR
GSA
3. Recent regulatory requirement - Data residency /localization
4.Timezones difference - Database vs UI screens
5. Holidays ( working days).
6. Customer data /product data source could be managed in different regions by different teams and in different data models (No standardization - Another focus area)
What are the common requirements /approaches :
1. Define the workflow ( business operating model).
2. Identify the Actors involved.
3. Identify the communication channels.
4. Define SLA's and escalation models.
Now we know the challenges and requirements at very high level and next step is which software product we should use Buy VS Build.
Now coming to Buy part- sales rep's can present their product will address all challenges and fulfills all your requirement needs. In the small font there will be a warning note says that you are responsible to do the gap analysis.
The major mistake the organization can make here is overlooking the features and finalizing the product.
The e2e GAP analysis so critical and it's the responsibility of team who finalizes the product. Apart from the gap analysis you need to consider other factors like scalability, stability ,resilience , customization ,maintainability, usability , time to market and many more etc ..
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