EAI: The Glue That Holds It All Together

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EAI: The Glue That Holds It All Together

by Vijay Sankaran

August 27, 2001


A key term in the business intelligence world these days has been "closed loop." Businesses have always struggled with making decisions based on analyses and integrating those decisions back into their transactional systems. What you basically want is for a system to make recommendations based on the intelligence it has collected about a person or process automatically. For example, when you call a call center, the call center software should dynamically generate script personalized for you based on your past history. In another example, when you log onto an airline web site, the airline should correlate your profile with other similar profiles and make you offers that might be of interest to you. This stuff you know – it's the basic principle of CRM and personalization that I have written about for many months now. The hard part is figuring out how to do it. When a customer logs on or calls, how do you look at their profiles in real-time and generate content or offers that are applicable to them. The answer is by using enterprise application integration (EAI) software.

EAI software allows many different types of applications to "talk" to each other.



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