Supported channels

Application channels and execution contexts

The Eximee platform was designed to flexibly handle processes across various customer and bank employee contact channels. This allows applications built on the platform to operate consistently throughout the banking environment – regardless of where they are executed.

Technical channels

A technical channel defines the environment in which the application's front-end part is run – e.g. a form, task screen or customer panel view. The technical channel determines how the application is embedded and displayed to the user.

Typical technical channels include:

• internet banking (desktop),

• mobile application,

• CRM system or internal employee portal,

• partner channel (e.g. external agent),

• public bank portal (for unauthenticated customers).

By unifying components and visually adapting to the hosting channel, Eximee ensures a consistent user experience across all these environments.

Business contexts (business channels)

In addition to the technical channel, the application always operates within a specific business context. This context includes:

• the user's identity and role (e.g. customer, advisor, partner),

• operational conditions (logged in/not logged in, operating with the customer's permissions or own permissions),

• the scope of available data and functions.

The combination of the technical channel and the operational context creates the so-called business channel.

Examples of business channels:

• individual customer logged into internet banking,

• bank employee in CRM handling an application on behalf of a customer,

• customer filling out a form on the bank's public website (without logging in),

• user authorizing an instruction in the mobile app,

• external partner initiating a process on behalf of a customer.

Defining business channels allows precise control of logic, permissions, component visibility and the data available within the process – depending on the situation in which the application is run.

Multichannel vs omnichannel

It is worth distinguishing two approaches to designing applications across multiple channels:

• Multichannel (multichannel): The same form or process is available in multiple technical channels – e.g. the mobile app and internet banking – but operates independently in each. The user must complete the matter in the same channel in which they started it.

• Omnichannel (omnichannel): The application enables continuation of the same process across different channels and contexts. A customer can start an application in internet banking, finish it in the mobile app, and ultimately approve it together with an advisor in a branch – all within the same case, preserving full context and history.

Eximee supports both approaches, and the platform architecture and central data repository enable effective implementation of omnichannel solutions – synchronizing progress, tasks and information between channels.

Summary

By distinguishing technical and business channels, the Eximee platform enables creation of flexible, contextual and consistent banking applications operating across an institution's ecosystem. Application designers can precisely control application behavior in different environments and tailor it to the role and needs of the end user.