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True Omni-Channel

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Posted on by AnthonyUliano 455

My company has built a solution for Dynamics 365 that supports the integration of multiple separate channels from different vendors and combines them into one seamless UX.  For example, we can take SMS from Twilio, Chat / Video from Skype for Business, Telephony from Avaya and route incoming requests as work items to agents using D365.  We then gather statistics (like number of work items, duration, agent performance, etc.) so businesses can report across all their channels in a constant way within Dynamics.  

Unfortunately, we're struggling to find the right term for this.  We've been using the term "Omni-channel", but then others like CafeX use that same phrase to describe co-browsing and chat.  The Omni-channel phrase seems fitting for what we're offering, but it's so over used that I don't think people can clearly understand what we're offering.  

I would appreciate any advice you might have on how we can best describe this capability. 

Thanks in advance!

Kind Regards,

Tony 

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Customer Service
  • Suggested answer
    AnthonyUliano Profile Picture
    AnthonyUliano 455 on at
    RE: True Omni-Channel

    Thanks Max!  Omni-Channel Customer Contact is a good way to differentiate from the other definitions.  I appreciate you sharing your suggestion!  

    Regards,

    Tony

  • Verified answer
    Max Schoenmaker Profile Picture
    Max Schoenmaker on at
    RE: True Omni-Channel

    Omni channel Customer Contact

  • AnthonyUliano Profile Picture
    AnthonyUliano 455 on at
    RE: True Omni-Channel

    Hi Guillaume,  Thanks for the reply!  Your answer illustrates the problem I'm having.  Omni-Channel is a term also used in place of multi-channel marketing (like website, in store, catalog, etc.), but in our case Omni-Channel is referring to how a customer can interact with a business in their contact center (like WebChat, SMS, Telephony, E-mail. Chatbot, etc.).  I think Omni-Channel is too overused by the industry and even for different topics (marketing vs contact center interactions).  Looks like we have to find a better term.  

  • Suggested answer
    Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: True Omni-Channel

    Hi,

    multi channel marketing?

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