Omnichannel Contact Center Software

Omnichannel contact center software gives customers the best possible experience by letting them move seamlessly between channels when they need support. This way, they don’t have to start over from the beginning each time they switch channels. The customers should be able to seamlessly move from one channel to another without needing to do anything extravagant.

The omnichannel platform streamlines customer service and support by updating all the communication channels in real-time.

It uses hosted, cloud-based contact center software to handle customer interactions across multiple channels. There is a clearly defined integration between channels.

Many people interchangeably use this, but they are not the same.

Multichannel contact centers are where customer support functions happen across channels independently. There are experts for every channel who operate these channels independent of the other channels.

Omnichannel contact centers are where the customer support functions happen across channels in an integrated manner. The customer seldom has to provide the same information twice across any channel, and there is a seamless transition between channels.

Read more about Omnichannel Vs Multichannel

It allows admins to set rules for call routing. It can be skill-based, time-based, location-based, round-robin, and most idle, irrespective of the channels in which the interaction happens.

If a customer sends a website chat message asking for information on a loan product, they would be automatically routed to the product specialist in the loan department. The interaction would appear on the product specialist’s dashboard, and they would be able to respond to it on their dashboard itself, which gets shown to the customer on the website chat window.

For your customer support and service function to provide the best possible customer experience, your agents need to have access to every customer interaction and touchpoints and not just customer service and support interfaces.

Your omnichannel contact center platform will have to be integrated with CRMs, helpdesks, marketing, and sales automation solutions, project management tools, and other best-of-breed IT solutions. This is something that your omnichannel platform should be able to integrate with.

The general opinion is that enterprise-grade large corporations are the ones that would use omnichannel contact centers. However, omnichannel would make sense for all types and sizes of businesses, from SMBs to fortune companies.

Everyone stands to gain with omnichannel customer experience because it would result in loyal customers who would be happy to loosen their purse strings. You don’t need to have all the possible customer service channels. Even if you have a few channels, you can have them integrated in an omnichannel manner and drive the benefits.

Your first call resolutions increase, and you would be able to address customer queries, improving customer experience proactively.

Besides, you would gain more significant customer insights as you have access to all customer interactions across channels. It would enhance agent productivity, reduce attrition in the call centers, and save on costs.

Absolutely nothing gets lost in the transition and improves the personalization of customer experiences.