URL: /baas/corex/features/sct07-omni-channel

---
title: "SCT07 - Omni Channel"
description: "Seamless experience across multiple customer touchpoints and channels"
---

# 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 |
| **Email** | 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

```mermaid
flowchart TD
    subgraph Channels
        A[Web]
        B[Mobile]
        C[SMS]
        D[Email]
        E[Voice]
    end
    
    A --> F[Channel Hub]
    B --> F
    C --> F
    D --> F
    E --> F
    
    F --> G[Unified Customer Profile]
    F --> H[Transaction Engine]
    F --> I[Notification Engine]
    
    G --> J[Personalization]
    H --> K[Cross-Channel Continuity]
    I --> L[Multi-Channel Delivery]
```

## 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 |