Omnichannel

Detail of service

Channel integration

COMVERGA Omnichannel offers the integration of different communication channels in one platform and the setting of rules for their use. Preferences can be set according to the end user, according to the partner’s requirements or based on the availability of the communication channel.
The platform offers the possibility to create your own branded messaging application for unique communication with your customers. You can use predefined templates for creating campaigns, which will make the creation of a given media plan as easy as possible.

Basic functionalities

Unified Open API
Two-way communication
Brand management for communication
Integration of resources for individual campaigns
Unified and universal access to resources and channels
Setting and managing channel priorities
Verification of channel availability
Fallback if a channel is unavailable
Definition, management and comprehensive dialogue management

Basic principles

Within COMVERGA Omnichannel, different campaigns can be defined with different types and communication flow (just one selected type for each campaign).
Each campaign is then made up of individual dialogues that are independent of each other. For each dialogue, sources, recipients, senders and time limits are always defined.
A dialogue can be initiated from either side to start the defined campaign.

Mechanics

COMVERGA Omnichannel contains predefined types of individual campaigns, called mechanics, with the possibility to create a new mechanic for a specific project.
Existing mechanics offer both Outbound and Inbound campaigns with a choice of direct order, payment, etc.