Patent ID: 7299478

Claim:
An integration system comprising: a business application services system adapted to receive customer service requests via a plurality of communication interfaces, the plurality of communication interfaces including at least one voice interface and at least one data interface; a server system having processing logic and memory accessible to the processing logic, wherein the memory stores a business integration services application that includes: an interface layer including a plurality of communication adapters; a logic layer including a first interface and having access to a rules engine; an object layer including a second interface, a transformation service, and an object; and a resource layer including a plurality of resource interface modules, at least one of the plurality of resource interface modules having access to a plurality of diverse resource systems, at least one of the plurality of resource interface modules configured to receive a first data item from one of the plurality of diverse resource systems, wherein the transformation service is adapted to transform the first data item into the object, and wherein the logic layer has access to the object and is adapted to provide a second data item to the business application services system through at least one of the plurality of communication adapters; wherein the interface layer, the logic layer, the object layer and the resource layer are integrated via a plurlaity of reusable infrastructure modules; and wherein the business application services system communicates with the business integration services application via a plurality of infrastructure interfaces adapted to access the plurality of reusable infrastructure modules.