The solution for the “Omni-Channel Customer Service (OCS)” is based on a configurable framework for developing call centre applications so the agents have a single customer view at their disposal (all-in-one desktop) and the customer experience is orchestrated across all channels, in such a way that it is seamless, integrated and consistent (customer centricity). By virtue of its replicability, the OCS solution makes it possible to meet the emerging demands of Digital Transformation in an Omni-Channel context, thanks to an extremely quick TTM (3 months).