Orchestration can reduce call centre volume by proactively giving customers the information, reminders and self-service options they need to complete a process without live assistance. Automated status updates, two-way messaging,…
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Channel failover is the automatic redirection of a customer communication to another approved channel when the original message cannot be delivered or does not generate the required response. For example,…
Multichannel communications use several channels, such as email, SMS, print and web, but those channels often operate independently. Omnichannel communications connect those channels so content, context, timing and customer history…
Customer journey orchestration is the real-time coordination of interactions across a customer’s journey. It connects customer data, business rules, behaviours and channel preferences to determine the most appropriate next action,…
Journey orchestration in financial communications is the real-time coordination of personalized, compliant messages across a client’s lifecycle. In wealth management, this can include triggering a welcome email with account details…
SmartCOMM enables omnichannel delivery through channel-agnostic templates that dynamically adapt content for email, SMS, print, web, and mobile—without the need to redesign for each channel. This approach ensures consistency in…
Omnichannel means providing a consistent, seamless customer experience across all communication channels—like email, SMS, print, and web. In order to achieve that, interactions should be created in a channel-agnostic way,…
