SERVING THE OMNICHANNEL CUSTOMER REQUIRES AN ORCHESTRATOR IN THE ARCHITECTURE
- Channels should not be loaded with the business logic, which grows every day more complex.
- Off-line messages need to keep consistency with the customer context and to promote self-service.
- Back-offices are directly accessible through web services, corporate data bus or file exchanges.
- Third-parties interactions need to be blended in a coherent behavior of the global system.
BALANDRA IS A “SYSTEM OF ENGAGEMENT”: THE DIGITAL DIALOG ORCHESTRATOR.