Omnichannel strategy in enterprise applications

In this chapter, we explored a number of different options for user interaction, from web applications (which are the most common channel for user interaction), through mobile applications, to some alternative channels, such as IVR, chatbots, and voice assistants.

This opens up a big consideration as to which is the best strategy to go for. Indeed, it is pretty common for enterprise applications to provide many, if not all, of these channels at once. And as a user, we want to interact with applications and get the same information and the same user experience regardless of the channel used.

This poses some serious challenges, from user identity to state management.

There are a number of ways to face such challenges.

The most important thing is to provide a unified backend for all channels. To do so, it is common to use the same services (for example, for identifying a user or searching for saved information) and wrap things...