Omnichannel Contact Center
What is Omnichannel Contact Center?
Omnichannel contact centers afford organizations the flexibility to set up all communications channels with a consistent set of tools and contact management capabilities. Customer experience improves with CX journey management that enables customers to easily move between channels with continuous, seamless service.
In an omnichannel contact center, voice, email, chat, messaging, social and other channels share routing, agent tools and customer history. A customer can start on chat, follow up by email and finish on a call, and the agent sees the earlier conversation instead of asking the customer to repeat it. Work from all channels is typically routed through one set of rules based on skills, priority and capacity.
The benefit is continuity, for both customers and the business. Customers spend less effort, and managers get a consistent view of demand and performance across channels. Common measures include customer effort, repeat contacts, cross-channel resolution and service levels by channel. Buyers usually test how well history and context actually transfer between channels, not only how many channels are listed.
Related: Multichannel contact center, Omnichannel agent desktop, Omnichannel customer journey, Totalix.