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INTECO — Enterprise omnichannel architecture
Architecture and design case. Scope, deliverables, and decisions. No performance claims.
Context
Industrial company required centralized, professional-grade operational and commercial communications, eliminating fragmented tools and SaaS dependencies.
Project objective
Design an enterprise omnichannel architecture with the CRM as the system of record, unifying messaging and voice with full per-contact traceability and operational control.
Scope
- Centralized omnichannel architecture design
- Conceptual integration of messaging (web chat, WhatsApp, SMS, email)
- Conceptual integration of enterprise voice (private PBX)
- Inbound and outbound communication flows definition
- Scalability and operational control criteria
Deliverables
- Omnichannel architecture diagram
- Technical architecture blueprint
- Components and responsibilities definition
- Technical handover documentation for future implementation
Role
Architecture, system design, and technical documentation (no SaaS execution).
Decisions that matter
- The structural constraint is identified and made explicit
- External dependence is reduced by design
- Control returns to the system of record