SCT07 - Omni Channel

Seamless experience across multiple customer touchpoints and channels, providing unified customer data and cross-channel continuity.

Overview

This capability enables your platform to deliver a consistent and seamless customer experience across all channels - web, mobile, in-person, and support - with unified data and transaction continuity.

Features

Feature	Description
Consistent UX	Unified experience across all channels
Cross-Channel Continuity	Continue transactions across channels
Unified Customer View	Single view of customer data
Channel Optimization	Channel-specific optimizations
Centralized Management	Single point of channel control

Supported Channels

Channel	Description
Web	Browser-based applications
Mobile Apps	Native iOS and Android
SMS/USSD	Text-based interactions
Email	Transactional and marketing
Push Notifications	Real-time alerts
Voice	Phone/IVR integration
Chat	In-app and web chat

Configuration Options

Level	Channels	Features
Basic	Limited (2-3 channels)	Basic integration
Standard	Core channels	Cross-channel continuity
Advanced	All channels	Complete omnichannel experience

Omni-Channel Architecture

flowchart TD
    subgraph Channels
        A[Web]
        B[Mobile]
        C[SMS]
        D[Email]
        E[Voice]
    end
    
    A --> F[Channel Hub]
    B --> F
    C --> F
    D --> F
    E --> F
    
    F --> G[Unified Customer Profile]
    F --> H[Transaction Engine]
    F --> I[Notification Engine]
    
    G --> J[Personalization]
    H --> K[Cross-Channel Continuity]
    I --> L[Multi-Channel Delivery]

Cross-Channel Continuity

Scenario	Description
Start Web, Finish Mobile	Begin transaction on web, complete on mobile
Support Handoff	Transfer context from chat to phone
Saved Sessions	Resume incomplete transactions
Synchronized State	Real-time sync across devices

Personalization

• Channel preferences per customer
• Preferred notification channels
• Device-specific optimizations
• Language and locale settings

Integration with Other Capabilities

Capability	Integration
SCT01/02 - Channels	B2C/B2B channel delivery
SCT06 - Decision Support	Channel analytics
SCT11 - Compliance	Channel-specific compliance

Subscription Tier Availability

Tier	Configuration Level
Starter	Not included
Professional	Standard
Enterprise	Advanced
Custom	Configurable