Inspire Days 2023: Getting started with Omnichannel Orchestration

Watch this video to discover how Quadient's solutions, Omnichannel Orchestration (OCO), and Inspire Scaler can revolutionize your customer communication management. Watch the video to gain in-depth insights into leveraging these tools for enhanced communication delivery scenarios.

OCO is a cloud-based application hosted on a robust cloud platform designed to simplify the process of creating and managing communication delivery scenarios. With OCO and Inspire Scaler integration, business users can easily create various scenarios using the built-in functionality. The video explores a use case example of delivering a "Welcome Kit" to newly acquired customers.

When a customer purchases a product or service, OCO facilitates the delivery of a Welcome Kit. Initially, an email is sent, and the system tracks if the customer opens the email and, specifically, the landing page within it. If the landing page remains unopened, OCO automatically sends a WhatsApp message or an SMS to engage the customer. If necessary, OCO can also generate a PDF version of the communication and send it via regular mail.

The process can be initiated through various methods, such as APIs or integrated processes. In the demonstration, a CSV file containing customer data, including email and mobile numbers, is used. Inspire Scaler processes the CSV file and creates a job within OCO, allowing real-time monitoring of the entire process.

With OCO, you gain a comprehensive overview of all your communications. The platform provides critical data on processed jobs, ongoing tasks, and any potential errors. You can track the delivery of emails, WhatsApp messages, and other communication channels, obtaining detailed statistics on customer engagement.

Setting up your delivery scenario in OCO is straightforward. The user-friendly design mode allows you to create and edit workflows, choose templates, preview communications in Inspire Interactive, and make necessary adjustments. The system also features an 'Event Trigger' module, which monitors real-time customer actions, allowing immediate continuation of the process based on customer behavior.

The integration of OCO and Inspire Scaler offers an automated and seamless solution for managing and monitoring communications. It simplifies the process for business users, enabling them to focus on communication management while leaving the technical aspects to the IT team. By leveraging these tools, you can effectively keep your customers informed and engaged.

Watch the video to learn more about leveraging OCO and Inspire Scaler for a simple, effective, and efficient approach to communication delivery.