Go-Omni: a lightweight infrastructure for an omnichannel service

被引：0
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作者：
Imamović, Armina Ibrić [1 ]
Pjanić, Edin [2 ]
机构：
[1] Bicom doo Tuzla, Bosnia and Herzegovina
[2] Faculty of Electrical Engineering, University of Tuzla, Bosnia and Herzegovina
来源：
Elektrotehniski Vestnik/Electrotechnical Review | 2024年 / 91卷 / 1-2期
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摘要：
One of the latest trends nowadays in online shopping, retail and contact centers is omnichannel. It is a strategy that provides a seamless and integrated customer experience across all available communication channels. It is used in contact centers to improve their customer service by increasing their efficiency and by optimising their system performance. The paper presents the infrastructure of an omnichannel service enabling a simple integration of messaging channels. The service supports different login authenticators, to ensure its usability for various purposes. The current implementation of the login authenticator uses Asterisk PBX, which enables the implementation of a contact center system. The omnichannel service over a TCP connection provides API for exchanging messages between identified service users and clients over messaging channels. © 2024 Electrotechnical Society of Slovenia. All rights reserved.
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页码：59 / 66
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