Journey PlatformPreviously known as the Transact Platform.
The Temenos Journey platform is a system of engagementSystems of Engagement (SoE) is the technology used by an organization to help facilitate and orchestrate the customer journey via more personalized, seamless interactions across the various touchpoints. These include social media channels, email marketing platforms, mobile apps, and content management systems. that enables banks to create a seamless orchestration between the acquisition of customer data and the back-end system of recordSystem of Record (SOR) is an ISRS (information storage and retrieval system) that is the authoritative source for a particular data element in a system containing multiple sources of the same element. To ensure data integrity, there must be one -- and only one -- system of record for a given piece of information.. It lives in between your customer acquisition channels and your back-end systems, usually alongside your existing web CMS platform. This allows the Journey platform to maintain the loose coupling between the customer channels coming in from multiple sources, and the back-end systems without needing major architectural changes to the existing infrastructure.
The Journey platform solves the following key architectural challenges in building omnichannelOmnichannel is a service delivery model that integrates different interaction points for customers such as online, by phone or in store. Omnichannel Banking offers banking access across these three methods. customer acquisition and onboardingThe steps required to get a new customer integrated into a new program. These steps may vary business to business. systems:
The Journey platform supports all the key facets of the customer acquisition process, by providing features to the front-end channels as functions, and simplifying the omnichannel experience for the end consumer. It delivers the ability to maintain a loose coupling of the state, user data, and input actions of the consumer to the back-end system, which allows rapid deployment of customer initiatives without complex and costly changes to existing systems.
While describing the Journey platform, we distinguish between applicants and customers. The definitions are provided below.
The Journey platform acts as a PaaSPlatform as a Service (PaaS) is a category of cloud computing services that provides a platform allowing customers to develop, run, and manage applications without the complexity of building and maintaining the infrastructure typically associated with developing and launching an app., providing a service platform on which banks can deploy their web applications. Inside the platform, there are multiple services that run independently of one another maintaining the platform functionality, such as security, front-end services, management, and reporting and operational monitoring. These services can be independently scaled and adjusted to fit the need of the customer’s applications. The PaaS architecture allows rapid and simple deployment and scaling of services needed to deliver complex user experience orchestrations.
The example of a deposit account opening application built on the Journey platform is shown below:
The Journey platform is mostly deployed as a cloud-based system and configured as a private secure environment for each bank. End users engage in the customer acquisition journey through the Journey platform’s servers and application data is exchanged to and from bank systems of record via API services. The Journey platform configuration on the cloud provides for the highest levels of security, reliability, scalability and data integrity. We support both AWS and Azure clouds, as shown below.
Interacting with the Journey platform PaaS is made simple through the ability to make API calls from the front-end framework of choice, meaning that the complexity of building multiple platform services is reduced to a set of standard REST API calls. This allows the bank development team to dictate the terms of engagement with the platform, choosing to either leverage in-house skills to build experiences or using our tools for building customer interaction workflows, saving time and expense against having to build the entire set of services from scratch.
The Journey platform incorporates the following products, also known as modules, to design, manage, and optimize the customer experience across channels without impacting back-end systems:
Journey Maestro is the HTML5Maestro forms are fundamentally built using HTML 5. The structure of the form and the text displayed in the form are all configured and established using HTML5. HTML is the standard markup language for creating Web pages and stands for Hypertext Markup Language. HTML 5 describes the structure of a Maestro form., design environment that allows business teams to build sophisticated and elegant web form applications.
Journey Manager is the enterprise management system that hosts the web form applications and enables sophisticated customer interaction and 3rd party system integration between form transactions and back-end business processes.
Journey Exchange is a catalog of pre-integrated FinTech applications to extend the power of the Journey Platform. These third party integration packages are made available to our Journey Platform customers for use in their online customer applications.
Journey Workspaces is an integral module of the Temenos Journey Platform that enables your organization to improve your customers' experience with onboarding assistance, rapid resolution, and communication of progress, regardless of the channel they are applying from. Out of the box, Workspaces includes the features you need to accomplish your business objectives.
Journey Analytics captures customer behavior to drive detailed form transaction analytics on how to reduce friction and abandonment within the web form applications. It allows you to watch transaction progress and monitor completion rates, bounce rates, and submission volume for different devices and forms. You can test new ideas with the standard Form A/B Testing in Manager or the more granular metrics with Custom Reports in Journey Analytics to instantly monitor results. Then when changes are needed, adjustments are data-driven similar to a web content manager, no coding changes required. This allows rapid deployment in a few clicks, no need for waiting on test and release cycles.
All our products are designed and built to be easily integrated with each other. The typical set up is shown below.
You can also integrate Manager with Salesforce using our API or use Open UX to design and create forms using your favorite IDE.
As you can see, the Temenos Journey Platform is based on various architectural and design principals. Most of these aspects are not covered in this overview article due to its complexity and sensitivity.