Being engaged with the customer for their end-to-end digital transformation effort, our solution approach started from a highly composable business and technical architecture with assembly of autonomous and modular components. The autonomous components provided the required flexibility with service orchestration, as well as scalability, availability and run-time workload management.
The business services that were built for the web and mobile interfaces could be easily extended to other conversational channels like telephony, messaging platforms like Whatsapp and a chatbot, all sharing the same customer context to deliver great customer experience. The customer could seamlessly start a sales or service journey in one channel, continue or end in another.
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