Omni-channel is the new multi-channel: an interconnected experience where customers can pause and resume transactions as they please, jump seamlessly between channels as well as between self-service and agent-assisted service, while context and history is always preserved. The new mantra of the mobile customer experience: I shall never have to repeat myself again. This session will discuss the challenges of going omni-channel in customer care and what architecture needs to be in place to deliver on the vision. It will describe an architecture that allows for optimal reuse of resources and IP already created for IVR and integration between the different channels while leveraging each channel’s unique characteristics.