Omnichannel Integration Strategy
What is Omnichannel Integration Strategy?
Our solutions provide the foundation for a successful omnichannel integration strategy and channel-less experience with KPIs, reports, and analytics for accurate, predictive measurements of channel activity and performance.
An omnichannel integration strategy is the plan for connecting channels, routing, customer data and reporting so customers have a continuous experience wherever they start and however they switch. It covers which channels to offer, how contacts from each are routed and prioritized, how customer context follows the conversation, and how the contact center connects with CRM and business systems.
Measurement is a core part of the strategy. Without consistent KPIs across channels, it is hard to tell whether a new channel is reducing effort or simply adding volume. Common measures include volume and service level by channel, channel switching, repeat contacts, first contact resolution and customer satisfaction. Reviewing these together, rather than channel by channel, shows where customers struggle and helps forecast demand and staffing as the channel mix changes.
Related: Omnichannel customer experience, Omnichannel management, Integrations, UW Insights.