What is an Omnichannel Contact Center?
Omnichannel contact centers, on the other hand, promise a seamless Customer Experience which let us be honest, is exactly what every customer wants and needs. Coming from the Latin phrase “Omni” which means “all”, they allow the customer to interact with your representatives across multiple channels, except they are all linked and visible under one platform. Applying universal queuing, they provide more personalization and access to every touchpoint in the customer journey.
For example, a customer’s information gathered for a particular query across a call, email, and chat is visible to any other person addressing the issue via a shared company database. This creates the ease to use for all future communications and enables timely response to any problem. All previous interactions and escalations are visible to the current person/team working on it. Omnichannel contact center capabilities include end-to-end visibility of conversations, integration, and reduced average handle time.
Autonomous omnichannel contact center
As the name suggests, automation is built into the omnichannel contact center structure to expedite operations through machine learning by reducing the load on your internal team. It also helps redirect customers requiring human interactions to CS representatives by filtering based on pre-determined guidelines. It is an efficient method for very large companies that have huge amounts of day-to-day customer interactions.