Omnicanality

The concept of a user interaction device within IT systems, in which different channels (including third-party channels) are combined into one seamless communication environment. Working in an omnichannel system, a user can choose any means of interaction with other users and the system itself: via integrated mail, messengers, mobile or web interface. At the same time, the entire history of his/her requests and actions is recorded in the system.

Omincanality is the basic principle on which the work of modern ESM-systems and ITSM-systems is based. In such systems, the channels of interaction may differ even within one business process: it is more convenient for some of the participants to receive notifications and send comments and requests in Slack, while others may choose to use corporate e-mail.

Among the common channels of interaction between business process automation systems are the following.

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• Web
• version of the platform
• Mobile version of the platform
• Integrated corporate mail
• Integrated messengers (Telegram and Slack)
• Telephone communication
• .

The omnichannel nature of the platform is ensured by the ability to route messages from different sources through the system to other sources to their recipients. In this way you get many channels in and out, but the system remains unified because they are all integrated with the system. For example, a user can set up a Telegram bot that replaces the standard helpdesk interface, sending alerts to the user and sending requests, comments and new fields directly to the automation system.