Supported Channels

Channels and application launch contexts

The Eximee platform was designed for flexible handling of processes across different channels of contact with the customer and the bank employee. As a result, applications built on the platform can operate consistently throughout the banking environment – regardless of where they are launched.

Technical channels

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

Typical technical channels are:

• online banking (desktop),

• mobile app,

• CRM system or internal employee portal,

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

• public bank portal (for non-logged-in customers).

Thanks to component unification and visual adaptation to the hosting channel, Eximee provides a consistent user experience across all these environments.

Business contexts (business channels)

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

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

• operating conditions (logged in/not logged in, operating with customer or own privileges),

• the scope of available data and functions.

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

Examples of business channels:

• an individual customer logged in to online banking,

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

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

• a user authorizing an instruction in a mobile app,

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

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

Multichannel versus 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. mobile app and online banking – but operates independently in each of them. The user must complete the case in the same channel in which it was started.

• Omnichannel (omnichannel): The application allows the same process to be continued across different channels and contexts. A customer can start an application in online banking, finish it in the mobile app, and finally approve it together with an advisor at a branch – all within the same case, while preserving full context and history.

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

Summary

By distinguishing between technical and business channels, the Eximee platform makes it possible to create flexible, contextual, and coherent banking applications that operate across the institution's entire ecosystem. Application designers can precisely control the application's behavior in different environments and adapt it to the role and needs of the end user.