For Application Development & Delivery Professionals

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	October 4, 2004 The Interaction Platform How SOAs Will Demystify Cross-Channel Integration by Mike Gilpin with Ted Schadler, Jost Hoppermann, Carl Zetie, Randy Heffner, Kimberly Q. Dowling

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Executive Summary

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.

TABLE OF CONTENTS

• Cross-Channel Integration Is An Acute Business Requirement
• Enter The Interaction Platform
• Common Services Provided By The Interaction Platform
• How To Choose Interaction Platform Elements
• Implementing An Interaction Platform Strategy

RECOMMENDATIONS

• Use An Interaction Platform To Enable Multichannel Architecture

WHAT IT MEANS

• An Interaction Platform Strategy Improves Multichannel Outcomes

ALTERNATIVE VIEW

• Do We Really Need Another Kind Of Platform?
• Related Research Documents

This is an excerpt

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