Omnichannel Architectural Decoupling

Abstract

It is clear that omnichannel architecture is playing a large part in the enterprise IT strategy dealing with customer engagement. The number of channels available to consumers through social networks, chat systems and other new medium approaches is growing rapidly.

With these ever-increasing methods and channels of communication, omnichannel architectures have to be adaptive without effecting a constant stream of updates on how the business intelligence and workforce interactions are modelled for routing.

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