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What is an omnichannel contact center?
An omnichannel contact center is a centralized platform that allows businesses to manage customer interactions across all channels from a single location. Email, chat, voice, and social media are blended, allowing your agents to track a customer across channels, and access information from any past interaction.
Benefits of Omnichannel
This type of platform provides many benefits including increased efficiency, improved customer satisfaction, and the ability to obtain real-time insights into customer behavior.
1. Increased Efficiency
An omnichannel contact center solution increases efficiency by streamlining the management of customer interactions across all channels. One agent can use the same interface to manage all types of interactions. With no need to toggle applications, your agents save you time and money.
This type of platform also centralizes all customer data in one location, making it easy for agents to access the information they need in order to resolve customer issues quickly and efficiently.
2. Improved Customer Satisfaction
An omnichannel contact center solution also improves customer satisfaction by providing customers with a consistent experience regardless of the channel they’re using. Customers can start a conversation on one channel and continue it on another without having to repeat themselves or start from scratch. This helps to reduce frustration and creates a better overall experience for the customer.
3. Real-Time Insights
Another benefit of an omnichannel contact center solution is the ability to obtain real-time insights into customer behavior. This type of platform captures data about every interaction which businesses can then use to improve their overall strategy. By understanding how customers interact with their brand across all channels, businesses can make more informed decisions about where to allocate their resources.
How to get an Omnichannel solution
The best way to get a fully omnichannel solution is to migrate to a Contact Center As-A-Service (CCaaS) platform. Most of the major CCaaS vendors offer comprehensive omnichannel solutions, leveraging cloud technology to fully integrate your customer experience. Gartner has ranked the major CCaaS providers, detailing some of the unique strengths and weaknesses of each. However, that doesn’t mean the perfect solution is one of these 4 options. There are many other CCaaS solutions out there and CXponent can help you look beyond the magic quadrant.
