October 4, 2004
The Interaction Platform
How SOAs Will Demystify Cross-Channel Integration
This is second document in the "Integration Landscape" series.
by Mike Gilpin
with Ted Schadler, Jost Hoppermann, Carl Zetie, Randy Heffner, Kimberly Q. Dowling
Executive Summary (This is a document excerpt)
Firms have struggled for years to deliver a consistent experience to their customers, partners, and employees across every interaction channel. However, IT can apply the principles of service-oriented architecture (SOA) to cross-channel integration with the help of an interaction platform. This new software bundle delivers a set of common services to support a coordinated experience across a firm's interaction channels: the Web, retail stores, contact centers, ATMs/kiosks, mobile devices, and voice systems. Because an interaction platform delivers services that can be used by any channel, it avoids the problems of incompatible services that plague multichannel integration today.
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recommendations
WHAT IT MEANS
alternative view
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Forrester studied Consumer and Business Technographics data regarding cross-channel customer behavior and multichannel IT investment priorities to validate the trend to multichannel SOA. Forrester also obtained an understanding of current multichannel and SOA implementations from several recent client interactions and interviews, including Sophelle and Banca Popolare di Milano. Related Research Documents
August 13, 2004, Tech Choices
June 7, 2004, Quick Take
December 30, 2003, Brief
May 24, 2002, Report |
Cross-Channel Integration Is An Acute Business RequirementFind Documents In Related CategoriesThis document falls under the following categories. Click on a link below to find similar documents.
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Original air date: Friday, January 23, 2009
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