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Cross-Channel Experience

Provide coherent, contextual, and engaging experiences for your customers and employees across channels, devices, and interaction modes.

Platform allows businesses to create and orchestrate journeys beyond channel silos and lets customers switch between touchpoints in a smooth and user-friendly way.

Engage Customers on Their Terms

Let customers interact with your business wherever, whenever, and however they want, enabling digital and physical interactions, both on your organization’s channels and on external platforms of their choice.

Enable Coherent Customer Journeys Across Platforms and Technologies

Orchestrate and connect multiple best-of-breed technologies and platforms—from social media and portals to company websites and apps—and integrate with cognitive platforms to enable a connected, personalized, and contextual experience.

Connect Channels and Touchpoints

Allow customers and employees to seamlessly switch channels and experience a cohesive journey across devices and touchpoints, while always ensuring collected data, information, and decisions are available and adaptable to any device of choice.

Deliver Empathic Customer Experiences

Learn from past interactions with your customers through intelligent and event-driven insights into their behavior, identifying important life moments and proactively serving them based on their personal preferences and upcoming needs.

“We want to provide our customers with the simplicity of digital interfaces as well as the depth of human interaction and personal advice when they need it.”

Jean-Marc Joris, Head of Organization and IT at BCGE

Cross-Channel Experience Capabilities:

Cross-Channel User Journey Orchestration

Facilitates seamless and coherent customer and employee journeys across multiple touchpoints—whether physical or digital—and enables frictionless switching between touchpoints, allowing for true hybrid and portable experiences.

Multiple Touchpoints and Device-Readiness

All interfaces built on the platform are fully responsive on web browsers, and applications run flawlessly on every device without the need to implement them for specific devices, such as a mobile app or desktop website.

Unified Cross-Channel Digital Services Portfolio

Makes it possible to reuse the same business logic and service portfolio across all channels as well as preserve and make the context available for a given user cross all channels as the user interacts with a digital portfolio, creating a unified digital experience.

Chatbots and Conversational Interfaces

Supports interactions via chatbots and conversational interfaces on multiple platforms, touchpoints, and channels. To orchestrate the conversations, it also supports logic modelled in Appway through predefined rules as well as integrations with third-party artificial intelligence services.

Contextual Collaboration

Allows communication to be based on the context of employees’ work, leveraging instant messages, discussion feeds, and customized notifications. It also makes it possible to connect with company’s existing out-of-the-box communication systems. All messages are tracked and archived along with relevant data, including discussions, decisions, and participants, and are available for audit, knowledge management, and data mining.

Digital Experience, Security, and Privacy

Supports a defined security model across channels and is able to reuse internal and external third-party application security mechanisms to maintain the same level of authentication, authorization, and access. In parallel, it enables compliance with data privacy acts such as GDPR.

Stateful Journeys

Reuses data and retains state across channels in real-time to create stateful customer journeys across touchpoints at any stage of the process.

Personalized Digital Workplace Experience

Enables adaptation of the workplace experience for different job roles, from desktop workers to the mobile workforce, on touchpoints and channels of their choice. Collaboration between teams is based on the interaction preferences of those involved, creating targeted and unified employee journeys that support effectiveness.

Real-Time Interaction Management

Can adapt real-time contextual data, such as user actions, sensors, and historical data, thanks to integrations with external and internal systems, in order to form event-driven behavioral insights and create perceptive and contextual user experiences that incorporate situational needs.

Integration with Cognitive Technologies

Allows integration with third-party cognitive technologies, including image recognition, natural language processing (NLP), virtual assistants, and external chatbot platforms, providing users with new interaction touchpoints while still orchestrating end-to-end customer journeys.

Appway Platform Experience

Impress your customers with an outstanding and innovative experience in both the digital and physical world by connecting all of the dots inside and outside of your business. Leverage reusable components, platform capabilities, and ecosystems to continuously operationalize your internal processes, quickly creating new business value and improving efficiency.

Appway Platform

How is your firm coping with growing complexity in the Digital Age? Appway Platform can empower you on your digitalization journey.

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