But now you, as a company responsible, are about to embark on this Omnichannel enablement journey. What to do? One of the logical choices to look at is the rather (in)famous Make vs Buy paradigm. Are you going to Buy a complete solution, have large OPEX the coming ten years and be limited by the out of the box functionalities? Or are you going to start from scratch, choose a Java or .Net setup, and end up in a CAPEX draining, never-ending IT implementation project?
Most likely you will have a current architecture platform containing a free mix of old-school legacy systems, some webservice exposure, possibly an enterprise service bus and a lot of loosely hanging client tools. Sounds familiar?
Questions you need to answer to yourself is whether you want to be flexible for the future and start using the best of breed solutions?

If yes, start looking at the current market in a different way. The current market no longer exists of Make or Buy. It basically supplies 3 axes, being Make, Buy and Consume. The latter is mostly based on the strong emerging Cloud Services market. Omnichannel customer contact currently resides, or moves as you will, in the triangle formed by these three axes. So, coming back to the original question where to start, you could start with the Make/Buy/Consume paradigm. Extend your current (legacy) platform with best of breed Omnichannel solutions from the Cloud, and consume these as long as necessary or desired.