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
