TSH architecture
The TSH consists of a modular architecture that provides for the deployment and management of a wide range of telematics program capabilities. The key modules shown diagrammatically above fall into the following architectural layers:
- Customer Interface Layer – This web-based application suite facilitates all customer integration with the telematics program.
- Contact centre interface – the primary customer service enabler, providing essential features such as:
- Service workflow management, service scheduling, service queuing, telephony integration with automated customer record retrieval, support for multiple call centres
- Automated blending of voice communications with vehicle data communications
- Service delivery measurement including time-on service and service closeout results
- Self Service interfaces – Including web and mobile based portals allowing low cost service delivery. Services may include vehicle location display, SMS or email notifications of vehicle diagnostics results, or multi-vehicle fleet management
- Reporting portal – Secure reporting framework allowing on-demand service and system reporting
- Partner applications – Allows remote restricted access to program service providers such as roadside assistance providers, emergency services, insurance providers, etc.
- Contact centre interface – the primary customer service enabler, providing essential features such as:
- Core Telematics Service Hub - The core system comprising of:
- Service lifecycle management – subscription management using varied models, activation, renewal campaign management, etc.
- Entitlement management – managing access to services as determined by the subscription model
- Workflow, process and dataflow management – designed to ease agent burden and increase service delivery times
- Configuration management & administration – allowing live service state changes with full audit and authorisation trail
- Security management – sophisticated user rights and authentication system allowing varied service or channel access schemes
- Device Communications Layer - advanced and robust M2M (machine to machine) interface layer
- This architecture allows delivery of any service to any compatible technology
- Device agnostic capability allows for flexibility, reduced overheads, rapid response to new requirements with minimal disruption to existing systems
- Allows new communications methods to be added with minimal impact and reduced cost
- External Data Interfaces Layer provides seamless data exchange with program sponsors and other program component suppliers
