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 |
| 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
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 |