Temenos Journey Manager Overview
PlatformApplicable to all products in Temenos Journey Manager. | All Personas | All versions This feature is related to all versions.
The Temenos Journey Manager 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 Temenos Journey Manager 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 Temenos Journey Manager 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 you to create onboarding journeys for many types of products. It's strictly designed to store onboarding data for a short period of time, just long enough for a customer to complete their applications, and uses functionality, such as a configurable Data Retention policy to keep the amount of stored data low at any given time.
Temenos Journey Manager is not intended to be used as a 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. that stores large amount of data as this can affect system performance.
The Temenos Journey Manager 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:
- Integration with existing systems of record.
- Interoperability with 3rd party systems, such as ID verification, risk scoring, and fraud detection.
- Creation and maintenance of functionality common to any acquisition process, such as security, scalability, save & resume, receipt generation, attachments, and bundling of multiple forms.
- Behavioral Analytics for measurement and continuous improvement of the CXCustomer Experience (CX) is an aggregate of a customer’s A-Z experience with a brand. It is not a snapshot in time, such as a key touchpoint or a critical interaction..
The Temenos Journey Manager 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 Temenos Journey Manager platform, we distinguish between applicants and customers. The definitions are provided below.
- An applicant is a person who uses application forms developed, hosted and managed by a Customer or a Client of Temenos Journey Manager. Other names for an applicant are: a customer end user, end user, form user, staff user, adviser, private banker, contact center.
- A customer is a person who uses Temenos Journey Manager to create, host and manage application forms. Other names for a customer is a client.
The Temenos Journey Manager 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 Temenos Journey Manager platform is shown below:
The Temenos Journey Manager 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 Temenos Journey Manager platform’s servers and application data is exchanged to and from bank systems of record via API services. The Temenos Journey Manager 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.
AWS Cloud Deployment
Azure Cloud Deployment
Interacting with the Temenos Journey Manager 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.
Products
The Temenos Journey Manager platform incorporates the following products, also known as modules, to design, manage, and optimize the customer onboarding solutions across different channels without impacting back-end systems:
- Journey Maestro
- This is the design tool that allows business teams to build sophisticated and elegant web form applications using latest technologies, such as 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..
- Journey Manager
- This 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
- This is a catalog of pre-integrated FinTechFinancial Technology, also known as FinTech, is a new industry that uses new technology and innovation to improve activities in finance. It aims to compete with traditional financial methods in the delivery of financial services to customers by improving customer experience, reducing time-to-market, decreasing cost to mention a few. 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
- This product 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
- This product 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 Manager 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.
The Temenos Journey Manager products utilize open source softwareOpen source software (OSS) is software with source code that anyone can inspect, modify, and enhance. in a form of various libraries and follow all relevant open source software policies to comply. For more information, see Journey Manager 3rd Party Libraries and Maestro 3rd Party Libraries. All 3rd party libraries are scanned nightly as part of the standard SDLC and, furthermore, they are additionally checked by Temenos Security prior to a major release. For more information, see Product Suite Common Vulnerabilities and Exposures.
Open source software may be used in delivering client solutions. For more information, contact the Client Services team.
Next, learn more about platform integration and platform development.