AEM Support for Omnichannel Experience

[AEM_Forum]

Hi all,

We are aware that Omnichannel is a cross-channel business model that offers clients the ability to be in constant contact with a company through multiple avenues at the same time.

Channels could be physical locations, FAQ webpages, social media, live web chats, mobile applications and telephone communication.

What are the requirements of a Web Content Management (WCM) towards this requirement?

Especially, how and in what ways does AEM support this ask?

I am aware that it is a quite open ended question, but some useful pointers will help.

Appreciate your responses.

Thanks,

Rama.

[smacdonald2008]

AEM is a Java platform and can interact with third party systrem that expose a Java SDK. To interact with this, you wouls require a custom service.

[user2797012]

Rama, https://github.com/varunstech/aem-commerce-omni-channel no information yet but may be soon updated. Keep looking out here. 

[AEM_Forum]

Hi,

I agree that AEM is a Java platform, but it was built as a WCM product. It did not remain as just a plain Java platform.

Some functionalities are offered out of box like Multi Site Management.

Coming from this perspective, I am trying to find out the requirements of a Web Content Management (WCM) towards this requirement?

Being aware that this is an AEM Forum, I am requesting you to suggest how and in what ways does AEM support this ask?

Thanks,

Rama.

[Jörg_Hoh]

Hi,

this is a more technical forum, where you have a lot of people which are able to answer a lot of questions regarding developing, debugging or troubleshooting AEM or AEM applications.

Your question goes more into a marketing-like discussion, how one could position AEM (and probably the larger Adobe Marketing Cloud) in that Omnichannel experience. I don't think that you reach the right audience here which is able to answer that question. I don't know if there is any forum out there where you can specificly discuss this topic with the right audience, but I would recommend you to post this question on LinkedIn in a relevant group. Maybe you get more and better answers there.

kind regards,
Jörg, tech nerd and not capable to answer this question

[AEM_Forum]

Hi Jorg,

I do not think that it is a marketing question.

It is definitely a technical question.

Given a WCM feature, people are tempted to find whether it is supported by a specific WCM tool.

For example, MSM. For some one asking what support AEM has for MSM, we could very well explain the whole AEM MSM functionality.

My Omni Channel Experience question is also exactly in the same lines.

What support AEM has for this? It is not also necessary that all features are supported.

In such cases, we advise the people to take up custom development, given that AEM is built in open source and open standards.

Thanks,

Rama.

[Jörg_Hoh · Accepted solution]

Hi,

Maybe the term "Marketing" wasn't the best in this context. Let me rephrase my point.

"Omnichannel experience" is a very broad field with a lot of different aspects you can and should consider. AEM is solution which you can use to satisfy some/most/all (?) of these aspects. And as always there are a lot of ways how you can approach these aspects with AEM and the Adobe Marketing Suite. But as you already said, this discussion is very open-ended, and there will not be any kind of definitive answer for them.

That said, I think that you get the best responses in this forum if you have specific questions to a certain aspect of AEM or AEM project. My experience is, that these questions get quickly and in most cases quite accurate answers here. But if you have very generic questions you rarely get an answer you can work with. I think that it's the wrong audience here, which is not used to respond to such kind of questions.

Does this make sense?