Multi-Channel Orchestration & RTIM

Cross-channel journey orchestration and real-time interaction management

Capabilities

• Journey builder & real-time triggers
• Journey designer across channels (email, SMS, push, in-app, web, call center, direct mail, ads) with reusable subflows and versioning
• Event-driven triggers & state management (real-time events, time windows, retries, idempotency) to move customers between paths safely
• Journey mapping and design for multichannel
• Decisioning engine (rules + ML) for next-best-action/offer, eligibility, prioritization, and conflict resolution across simultaneous campaigns
• Journey governance (ownership, approvals, SLAs)
• Journey/event modeling (schema, governance)
• Contact policy & frequency caps with global and channel-level throttles, quiet hours, and fatigue controls
• Customer journey analytics
• Audience entry/exit logic (join/leave conditions, suppression, holdouts, control groups) and experiment scaffolding (A/B/n, bandits)
• Next Best Action and Predictive Capabilities
• Channel adapters & failover (ESP, SMS, push, ads, webhooks) with delivery guarantees, fallback paths, and capacity-aware throttling
• Consent & preference enforcement (region-aware rules, purpose-based processing) applied at decision time
• Integration with Core Platforms
• Simulation & sandboxing (dry runs, what-if modeling, collision detection) before publishing flows
• Orchestration analytics (path analytics, step conversion, dwell time, drop-offs), incrementality/uplift measurement, and attribution hooks
• Journey governance (ownership, approvals, SLAs), audit logs, and change history with rollbacks
• Composability & extensibility (APIs, webhooks, functions/edge workers, custom nodes) plus templates and a component library
• Reliability & observability (latency SLOs, retries/backoff, dead-letter queues, run history, alerts, and per-node health)