Omnichannel

One of the differentiating characteristics of Syntphony is omni-channeling. This is understood as the possibility of having several different communication channels with the same objective.

It is an optional tool, which is not installed from the beginning, but only when the customer needs it. It is also fully adaptable to the needs of each client and each project.

In order to respond to the omnichannel, an OpenAPI is used that compiles all the contents from a central point, in this case Syntphony, and exposes them to the outside world so that they can be consumed by third parties, through the different existing communication channels, such as intelligent signage, mobile applications, etc.

What are the benefits of multichannel

We found four main advantages:

• The main advantage of this strategy is the ability to centralise information and govern content to get it to the appropriate channel. This avoids having a tool for each channel.
• The second advantage is the possibility of personalising content per user, through audiences. In order to be able to offer this functionality, it is necessary to use an authentication system in the external system.
• The third advantage is the flexibility it offers. Not all content published on Syntphony has to be omnichannel. You can indicate, on an individual basis, which communities need this service.
• The final advantage is that OpenAPI integrates with any communication system that supports OAuth.

In which use cases is multichannel useful?

Two use cases have been detected in which the omnichannel offered by Syntphony is very useful.

With the rise of smart buildings, one of the main use cases for omnichannel is the personalisation of the information received by users visiting these buildings. Thanks to omnichannel, for example, in smart offices, workers can see completely different content on their mobile app than a visitor accessing the building in the same way.

Another use case where omni-channel is very useful is for frontline workers. Normally, office-based employees have no problem accessing the intranet and reviewing content on a recurring basis, but this becomes more complicated for workers in field operations. In these cases, OpenAPI sends the necessary content and information to mobile devices for frontline workers to access.

In addition, the content that is extracted and promoted through the OpenAPI is not Office365 content, so it can be consumed by any user without having to subscribe to Office365’s security, policies and licensing.

#configuration #features #communication #OpenAPI