The purpose of the logical view is to outline what functionalities a solution provides to end users. In our case, we will use them to represent the whole customer life cycle, alongside the company's business processes:
Business Services, comprising BSS systems, are tasked with supporting a unified customer experience across all of the channels throughout the customer journey.
One important aspect that is not within the control of companies, and that is missing in our first diagram, is social media. This represents another touchpoint that we need to consider in our architecture, so we are going to add it to our high-level architecture:
Let's now move on to understanding their architecture.