Creating great customer experiences using multi-channel contact centre technology
Multi-channel technology is one of the primary reasons the traditional call centre is now known as a contact centre. Whilst previously call centres handled only phone calls, the modern contact centre now handles customer contact over multiple channels such as telephone, email, SMS, live chat and so on.
When your contact centre is equipped with a multi-channel call centre solution your agents will be able to handle the customer interaction regardless of the communication channel the customer has chosen.
And that's pretty important in today's world. Customers want to communicate when they want and how they want – and
expect a consistent level of service regardless of how that contact is made. And if you get that right, you'll have a higher level of customer engagement leading to improved profitability when customers spend more with you and stay with you longer.
Common communication channels supported
Most contact centre technology vendors offer multi-channel capability on their platforms with the channels typically supported including:
- Telephone (kind of a given really!)
- Live Chat
- Proactive Web Chat
- Video chat
Is there a difference between Multi-channel and Omnichannel?
In short, yes. Often in a multichannel contact centre, the channels are siloed — contact centre agents can’t see the context from interactions customers had on other channels.
For example, a contact centre agent who connects with a customer by phone may not have information about the customers previous interaction when they contacted the company via email.
Omnichannel solutions provide a seamless experience across all channels. Search vendors who provide omnichannel contact centre solutions >
Multi-channel contact centre technology, however, is constantly improving and the lines are becoming increasingly blurred on how integration is managed across channels. Some may offer integration between phone calls and live chat for example but not between emails and phone calls.
Benefits of a multichannel contact centre solution
There are a number of benefits of in having a consolidate platform to handle all your customer contact including:
- Better customer engagement
- Better analytics
- A single view of the customer
- Easier to manage
- Agent management
- Improved productivity
How to choose the right multichannel solution for your contact centre
There are literally hundreds of vendors providing multi-channel contact centre solutions so finding the perfect solution for your business can be tricky. The vendors listed below are experts on providing expert advice in the right solution for your business so reach out directly to them and they will be happy to provide a demonstration and answer any enquiries you may have.
If you would like independent support in finding the right solution, you can search a list of specialist call centre technology consultants that can help you with everything from procurement, implementation and optimisation.
You can also contact us for a free no-obligation discussion on recommended vendors to meet your requirements. Call us on 03 9008 7287 or send us a message.
Search multi-channel contact centre technology vendors: