Omnichannel Retail Experiences using Facebook Messenger

This demonstration shows a true omnichannel customer experience for staying updated with sale events and online/in-store orders. It highlights the power of texting for outbound notifications that turn into 2-way, conversational engagements, and contextual handover to live agents when needed.

The scenarios show the power of integrating data and delivering customer experience continuity across communication channels, including IVR, ITR (Interactive Text Response), disposable apps (mobile Web), and agent callback.

Industry: Retail
Solution components: Aspect CXP
Capabilities: Interactive Text Response, Disposable App, SMS