The Convergence Question

What's been happening, why, and how can you take advantage of these noted trends to improve your multichannel sales and customer service efforts? In this article, I'll look at how converged software solutions are impacting multichannel operations.

From Disparate to Converged Solutions

Once there were only fragmented technology solutions with separate Web store and order management system (OMS) applications that were, at best, loosely integrated with daily batch interfaces. Or worse, they weren't integrated at all: Web orders had to be manually re-entered into a back-end OMS.