Gartner Research

Designing Multichannel Support Into Your Application Architecture

Published: 22 December 2014

ID: G00271051

Analyst(s): Jess Thompson, Ross Altman


Enterprises must deliver their applications to an increasingly diverse a set of users and user devices over multiple networks. We present best practices for implementing multichannel gateways to reduce the time and effort required to deliver such applications.

Table Of Contents
  • Key Challenges


  • Why Do We Care About Multichannel Support in Our Application Architecture?
  • Defining "Channel"


  • Evaluate Your Options for Supporting Multiple Channels
  • Select One of Two Best Practices for Enabling Support of Multiple Channels
    • Option 1: Share a Set of Generalized Business Services and Build Separate Apps for the UX Using a Generalized Message Structure/Interaction Model
    • Option 2: Share Business Services and Build a Multichannel Mediation Layer That Dynamically Applies Previously Defined, Channel-Optimized Message Structures and Message Interaction Models

Case Study

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