Stessa Cohen picked up on renewedrninterest in channel integrationrnalmost two years ago. Perhaps thernnotion of linking ATM, branch, callrncenter, internet, and mobile access to give arn24x7 bank cohesion, value, and real-timernspeed had always been an issue. But thernaha moment occurred for the Gartnerrnresearcher when she talked to a bank thatrnhad already put some sales and servicerncapabilities on the teller line.rn"This bank had also been improving the internet banking GUI," Cohen relates, referring to the customer-facing application design. "As a next logical step, the head of retail operations then wanted some better connection between the two environments," she says. "It's a classic channel integration theme."
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